Customer Experience Director

Job Summary

Leading regional customer experience teams, the full-time Associate Director, Area Customer Experience will operationalize customer experience initiatives, manage regional performance, and enhance customer journey outcomes while collaborating with functional leadership.

Key Responsibilities

• Support execution of the customer experience strategy aligned to Commercial priorities and translate functional strategy into regional plans
• Lead, coach, and develop a team of Customer Experience Executives, driving accountability for team performance and engagement
• Oversee regional CX execution across customer touchpoints, identifying process improvements and monitoring CX metrics for continuous enhancement

Required Qualifications

• 8+ years of equivalent professional experience, including 4+ years of management experience
• Master's degree preferred
• Experience in customer-facing functions with the ability to apply cross-functional knowledge to improve CX outcomes
• Demonstrated ability to analyze data and trends, resolve complex customer issues, and operate independently
• Understanding of HIPAA and the importance of patient data privacy