Director Customer Experience, Patient Journey

JOB SUMMARY

The Director, Customer Experience, Patient Journey leads the end-to-end patient experience strategy, priorities and improvement roadmap. This role uses patient research, voice-of-customer feedback and operational data to identify needs and measure improvement. The Director works across Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology and Marketing to advance patient onboarding, ordering, TRFs, consent, reports and other journey improvements. This is an individual leadership role with no direct reports, so the ability to lead through influence is essential.

JOURNEY SCOPE

This role owns the patient experience strategy, priorities, outcomes and improvement roadmap across the end-to-end journey and the Engage & Initiate, Order to Result and Post-Test Support & Billing value streams. The scope includes patient engagement insights, onboarding and workflow readiness, pre-test support, consent, TRFs and required order documentation, financial access, ordering, prior authorization, kit and sample workflows, testing-status and turnaround-time communication, reports and result access, billing and post-test support. Commercial retains growth strategy and sales execution, and functional teams retain their respective clinical, commercial, operational and system ownership.

KEY RESPONSIBILITIES

• Own the end-to-end patient experience strategy, priorities, outcomes and improvement roadmap across the Engage & Initiate, Order to Result and Post-Test Support & Billing value streams.
• Develop a clear view of patient needs, pain points and moments that matter by partnering with the CX Research & Measurement Lead to use patient research, voice-of-customer feedback, complaints and operational data.
• Translate evidence into patient journey priorities, defined customer problems, intended outcomes, success measures and recommendations for action.
• Partner with the three Customer Experience Managers to translate patient journey priorities into coordinated initiatives, resolve cross-value-stream questions and keep work aligned to the end-to-end patient experience.
• Lead cross-functional alignment across Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology, Marketing and other partners responsible for patient-facing workflows.
• Provide patient research, measurement and experience insights that can help Commercial improve sales engagement; Commercial retains ownership of growth strategy, account engagement and sales execution.
• Identify and address experience gaps and handoff risks across patient onboarding, pre-test support, consent, TRFs, financial access, ordering, prior authorization, sample and testing workflows, reports, billing and post-test support.
• Prioritize the patient experience improvement portfolio based on customer need, business impact, risk, dependencies, available evidence and organizational capacity.
• Review journey measures and initiative outcomes with the CX Research & Measurement Lead and functional partners; recommend roadmap adjustments when evidence shows that patient needs or intended outcomes are not being met.
• Communicate patient journey priorities, decisions, risks and progress clearly to CX leadership, senior leaders and cross-functional stakeholders, and escalate unresolved tradeoffs when needed.
• Work within clinical, legal, compliance, privacy and operational boundaries; functional teams retain clinical and operational decision-making and execution authority.

QUALIFICATIONS

Education

• Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design or a related field.

Experience and Skills

• Eight or more years of experience in customer experience, journey management, service design, product or program management, or a related discipline.
• At least three years of experience leading complex cross-functional initiatives with multiple stakeholders, dependencies and competing priorities.
• Demonstrated ability to develop an end-to-end journey strategy, establish priorities and manage an improvement roadmap using customer and operational evidence.
• Strong communication, stakeholder influence, facilitation and change-management skills, including the ability to lead through influence without direct authority.
• Ability to translate patient needs and journey evidence into clear customer problems, intended outcomes, business requirements and recommendations for action.
• Sound judgment in balancing customer need, business impact, risk, evidence and functional ownership while maintaining end-to-end journey accountability.

Preferred Qualifications

• Experience with patient-facing healthcare, diagnostic or laboratory workflows.
• Experience with patient onboarding, ordering, consent, test requisition forms, prior authorization, reports, billing or post-test support.
• Experience partnering with Technology or digital product teams to improve patient-facing workflows, tools or communications.
• Experience using customer research, voice-of-customer feedback and operational data to prioritize and measure journey improvements.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Frequently required to sit.
• Frequently required to stand.
• Frequently required to utilize hand and finger dexterity.
• Frequently required to talk or hear.
• Frequently required to utilize visual acuity to operate equipment, read technical information and/or use a keyboard.
• Standard remote or office work environment with prolonged periods of computer and video-conference work.

EEO STATEMENT

Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.