Director, Customer Experience – Patient Journey

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the comprehensive patient experience strategy, including priorities, outcomes, and the improvement roadmap across the Engage & Initiate, Order to Result, and Post-Test Support & Billing value streams.

• Utilize patient research, voice-of-customer feedback, complaints, and operational data to uncover patient needs, pain points, and significant moments.

• Convert evidence into patient journey priorities, clearly defined customer issues, intended outcomes, success metrics, and actionable recommendations.

• Collaborate with Customer Experience Managers to transform priorities into coordinated initiatives and address cross-value-stream inquiries.

• Lead cross-functional alignment among Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology, Marketing, and other partners involved in patient-facing workflows.

• Provide insights from patient research, measurement, and experience to bolster Commercial sales engagement while Commercial retains the growth strategy and sales execution.

• Identify and mitigate experience gaps and handoff risks throughout 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 needs, business impact, risk, dependencies, evidence, and organizational capacity.

• Evaluate journey measures and initiative outcomes, offering recommendations for adjustments to the roadmap.

• Communicate priorities, decisions, risks, and progress to CX leadership, senior leaders, and cross-functional stakeholders.

• Escalate unresolved tradeoffs as necessary.

• Operate within the boundaries of clinical, legal, compliance, privacy, and operational considerations.

⛳️ Requirements

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

• A minimum of eight years of experience in customer experience, journey management, service design, product or program management, or a similar discipline.

• At least three years of experience leading complex cross-functional initiatives involving multiple stakeholders, dependencies, and competing priorities.

• Proven ability to develop a comprehensive journey strategy, set priorities, and manage an improvement roadmap using customer and operational data.

• Excellent communication, stakeholder influence, facilitation, and change-management skills.

• Capability to lead through influence without direct authority.

• Proficient in translating patient needs and journey evidence into clear customer issues, intended outcomes, business requirements, and actionable recommendations.

• Sound judgment in balancing customer needs, business impact, risk, evidence, and functional ownership while ensuring accountability across the entire journey.

• Preferred experience in patient-facing healthcare, diagnostic, or laboratory workflows.

• Familiarity with patient onboarding, ordering, consent, test requisition forms, prior authorization, reports, billing, or post-test support is preferred.

• Experience collaborating with Technology or digital product teams to enhance patient-facing workflows, tools, or communications is preferred.

• Experience utilizing customer research, voice-of-customer feedback, and operational data to prioritize and assess journey improvements is preferred.

🏝️ Benefits

• Remote work environment.

• Equal opportunity employer committed to an inclusive and diverse workforce.