Submission for the position: Manager Customer Experience - (Job Number: 24006388)

Job Summary

Help advance BSWH's strategic initiative to deliver innovative customer-focused health at home.

The role will support the CX Director to define and translate a vision into an actionable portfolio of solutions. They will collaborate with internal stakeholders and manage the daily cross-functional work to implement each solution.

It requires a dynamic skill set. An ideal candidate will run a project from the initial ideation phase through execution, and creatively solve any roadblocks or problems that surface.

It's important the candidate is able to translate market trends and customer pain points into scalable solutions. Fluency in data analysis, comfort presenting to executives, and strong writing skills are required.

Backgrounds in consulting, healthcare, and experience working in a startup environment are preferred but not required. Please demonstrate a desire to learn and the ability to execute.

Essential functions of the role

Form hypotheses for how to solve customer problems and pain points; prepare and review recommendations, process/system maps, data analysis, and research findings.

Present findings to leadership team and internal stakeholders.

Drive multiple solutions within a portfolio from discovery through execution, ensuring all success criteria are met.

Develop project work plans and roadmaps with cross-functional team members to support the execution and implementation of strategic recommendations.

Manage the day-to-day activities to track progress and achieve deliverables, for example KPIs, and OKRs.

Identify and resolve dependencies, risks, and roadblocks by providing direction and guidance.

Perform analysis required to problem solve with the team on specific delivery, design, and strategic issues by gathering and analyzing large amounts of information quickly.

Structure complex, ambiguous and potentially charged operational and business issues and develop compelling, insightful recommendations.

Key success factors

Self-starter; someone who is organized and energetic.

Creative problem solving.

Strong passion for innovation, emerging technology, and analytics across the healthcare ecosystem.

Strong analytical skills and financial acumen.

Knowledge of Agile principles with strong digital and technical skills.

Skilled at presenting to executives, collaboration, conflict resolution, and continual improvement.

Demonstrated ability to achieve results while working in cross-functional, virtual environment.

Experience supporting large cross-functional organizational projects.

Actively maintains a pulse on disruption and innovation in healthcare.

The information contained in this job description is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities needed to perform the job. Please note that management retains the right to assign or reassign duties and responsibilities to this job at any time. The ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, integrity, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Baylor Scott & White Health.

BENEFITS

Our competitive benefits package includes the following

- Immediate eligibility for health and welfare benefit

- 401(k) savings plan with dollar-for-dollar match up to 5%

- Tuition Reimbursement

- PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification

- EXPERIENCE - 5 Years of Experience