Head of Customer Experience

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:

• Leadership – The successful candidate must be a high energy, charismatic leader who is first a talented, strategically oriented, highly ethical business executive with strong executive presence and presentation skills. He/she will have the skills and ability to quickly gain credibility and respect with both the internal and external constituents. He/she will participate by example to ensure a good and compliant working environment, while at the same time maintaining accountability for delivering upon commitments.
• Driving Results – The successful candidate will have an accomplished track record in growing complex organizations. History of success maintaining key relationships, demonstrated ability to drive strategic sales/marketing solutions, demonstrated ability to execute sales strategy focusing on net sales growth while leveraging existing customer relationships into increasing market share and developing and executing plans to deliver new channels of distribution.
• Building and Managing Relationships – The successful candidate will have comfort and experience interacting with key strategic accounts, thought leaders and Key Opinion Leaders (KOLs) and other influential healthcare executives in the commercial and research/development continuum that defines the operating complexity of the biotechnology / genetics industry.

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.