Manager Customer Experience

Job Summary

Owning the strategy and improvement portfolio for post-test support and billing, the full-time Manager Customer Experience will prioritize enhancements in the patient and provider journey, collaborating remotely with cross-functional teams to drive outcomes and align on customer experience requirements.

Key responsibilities

• Own the Post-Test Support & Billing value-stream strategy and improvement portfolio, ensuring patient and provider needs are addressed from result finalization to support and financial assistance
• Partner with Journey Directors to align the value-stream roadmap with end-to-end journey strategies and prioritize initiatives based on customer needs and operational performance
• Drive cross-functional alignment on value-stream priorities and represent the Post-Test Support & Billing 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, or healthcare operations
• Demonstrated experience owning a customer journey or value-stream strategy and improvement portfolio
• Ability to influence senior leaders and align stakeholders without direct authority
• Strong skills in translating customer and business needs into clear requirements and implementation actions