AVP, Customer Experience
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Job Description
AVP of Customer Experience at Baylor Genetics leading customer service strategy and operational excellence. Responsible for service roadmap, customer onboarding, and digital enablement to enhance customer experience.
Responsibilities:
- Own and evolve the enterprise roadmap for customer services and service products, aligned to Customer & Digital Experience strategy.
- Scale and professionalize existing customer services, establishing clear service definitions, standards, and success metrics.
- Oversee customer onboarding and implementation services, driving reductions in time-to-onboard through standardized and digitally enabled workflows.
- Provide experience ownership and operational alignment for genetic counseling services as a customer-facing offering.
- Own the end-to-end customer experience for customer kits, including readiness, clarity, and consistency of delivery.
- Establish systems and processes for customer complaint logging and analysis, focusing on trend identification and systemic improvement rather than case management.
- Partner closely with Digital Product teams to embed services into digital platforms, portals, and workflows.
- Use customer insights and performance data to continuously improve service efficiency, consistency, and scalability.
- Lead and develop a small, high-impact customer experience team, with responsibility for designing the future-state CX organization.
Requirements:
- Bachelor’s degree in healthcare administration, business, life sciences, or a related field required
- 12–15+ years of progressive leadership experience in customer experience, services, operations, or service product management
- Demonstrated success scaling and professionalizing customer-facing service organizations
- Experience owning service roadmaps and translating strategy into repeatable operating models
- Experience operating in matrixed healthcare, diagnostics, or life sciences organizations
Benefits:
- Equal Opportunity Employer
- Inclusive and diverse workforce
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