Head of Customer Experience

4 weeks ago

New York, United States GeneDx Full time

GeneDx is a patient-centric health information company that delivers personalized and actionable health insights that inform diagnosis, guide treatment and improve drug discovery. The company is transforming healthcare through its industry-leading exome and genome testing and interpretation, fueled by one of the world's largest rare disease data sets. GeneDx is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care.

The** Head of Customer Experience **will be responsible for building and scaling teams and driving processes, approaches and practices to ensure the best possible client experience with GeneDx.

**What you will do**:

- Lead client facing support teams such as Client Services and Client Relationship Managers
- Define and execute overall customer engagement roadmap, philosophy and approach while including relevant key stakeholders.
- Maintain high level of product and market knowledge
- Participate in cross-functional teams that support all customer-facing roles
- Proactively identify any Customer related activities that show trends of either positive or negative impact
- Engage regularly with internal stakeholders including Sales, Commercial Ops, market access, Finance and GeneDx Leadership
- Utilize customer data and analytics for decision-making
- Establish processes to improve the customer experience and reduce operational complexity and costs
- Manage a customer experience P&L

**Who you are**:
**Education and Required Experience**:

- 8+ years demonstrated leadership capabilities with supporting multiple diverse teams
- Experience building and scaling a customer experience team
- Bachelor's degree
- Master's degree highly valued but not required
- Experience in healthcare industry, preferably in genetics
- Customer/Patient centric mindset
- Data-driven mindset
- Systematic and strategic thinker able to pivot between small, specific problems impacting a particular customer and big picture systems and issues creating these issues.
- Advanced presentation skills and business acumen a necessity
- Advanced written and oral communication skills.
- Strong administrative skills. Sophistication to manage business in complex environments.

~

**Science - Minded, Patient - Focused.**

At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care.

**Experts in what matters most.**

With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry's genetic testing experts and proud of it. We share the same goal as healthcare providers, patients, and families: to provide clear, accurate, and meaningful answers we all can trust.

**SEQUENCING HAS THE POWER TO SOLVE DIAGNOSTIC CHALLENGES.**

From sequencing to reporting and beyond, our technical and clinical experts are providing guidance every step of the way:
**TECHNICAL EXPERTISE**
- _High-quality testing_: Our laboratory is CLIA certified and CAP accredited and most of our tests are also New York State approved.
- _Advanced detection_: By interrogating genes for complex variants, we can identify the underlying causes of conditions that may otherwise be missed.

**CLINICAL EXPERTISE**
- _Thorough analysis_: We classify variants according to our custom adaptation of the most recent guidelines. We then leverage our rich internal database for additional interpretation evidence.
- _Customized care_: Our experts review all test results and write reports in a clear, concise, and personalized way. We also include information for research studies in specific clinical situations.
- _Impactful discovery_: Our researchers continue working to find answers even after testing is complete. Through both internal research efforts and global collaborations, we have identified and published hundreds of new disease-gene relationships and developed novel tools for genomic data analysis. These efforts ultimately deliver more diagnostic findings to individuals.

Learn more About Us here.

~

**_ _**Benefits include**:

- Paid Time Off (PTO)
- Health, Dental, Vision and Life insurance
- 401k Retirement Savings Plan
- Employee Discounts
- Voluntary benefits

**GeneDx is an Equal Opportunity Employer.**

All privacy policy information can be found here.

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