Director, Customer Experience – Provider Journey

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

📋 Description

• Spearhead the comprehensive provider experience strategy, setting priorities, outcomes, and a roadmap for improvements.

• Take ownership of the provider experience within the Engage & Initiate, Order to Result, and Post-Test Support & Billing value streams.

• Utilize provider research, customer feedback, complaints, and operational data to identify needs and track improvements.

• Convert evidence into provider journey priorities, customer challenges, desired outcomes, success metrics, and actionable recommendations.

• Collaborate with Customer Experience Managers to align initiatives and address cross-value-stream inquiries.

• Drive cross-functional collaboration among Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology, Marketing, and other partners involved in provider workflows.

• Offer insights to aid Commercial in enhancing sales engagement while they maintain ownership of growth strategies and sales execution.

• Recognize 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 provider experience improvement portfolio based on customer needs, business impact, risk, dependencies, evidence, and organizational capacity.

• Evaluate journey metrics and initiative outcomes, providing recommendations for roadmap modifications.

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

• Operate within clinical, legal, compliance, privacy, and operational parameters.

⛳️ Requirements

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

• At least eight years of experience in customer experience, journey management, service design, product or program management, or a related area.

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

• Proven ability to create an end-to-end 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 provider needs and journey evidence into clear customer challenges, desired outcomes, business requirements, and actionable recommendations.

• Strong judgment in balancing customer needs, business impact, risk, evidence, and functional ownership.

• Experience with provider-facing healthcare, diagnostic or laboratory workflows is preferred.

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

• Experience collaborating with Technology or digital product teams is preferred.

• Background in utilizing customer research, voice-of-customer feedback, and operational data is preferred.

🏝️ Benefits

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

• Standard remote or office work environment.