Customer Experience Manager

Job Summary

Owning the strategy and improvement portfolio for the early patient and provider journey, the full-time remote Customer Experience Manager will manage initiatives from initial engagement through to actionable order completion, collaborating with various teams to enhance customer experience.

Key responsibilities

• Own the Engage & Initiate value-stream strategy and improvement portfolio, ensuring alignment from initial engagement to order completion
• Partner with Journey Directors to align the roadmap with overall journey strategies and prioritize initiatives based on customer needs and operational performance
• Drive cross-functional alignment on value-stream priorities and represent the value stream in planning and governance discussions

Required qualifications

• Bachelor's degree or equivalent experience in customer experience, business, marketing, healthcare administration, or a related field
• Eight or more years of experience in customer experience, service design, consulting, or related disciplines
• Demonstrated experience owning a customer journey or value-stream strategy and improvement portfolio
• Ability to influence senior leaders and drive decisions without direct authority
• Strong skills in translating customer and business needs into clear requirements and implementation actions