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Baylor Scott & White Health - Dallas, TX

posted 7 days ago

Full-time - Entry Level
Hybrid - Dallas, TX
Hospitals

About the position

The Customer Experience Strategy & Operations Associate will support the Senior Manager of Customer Experience Strategy by driving both strategic initiatives and operational excellence. This role combines supporting strategic projects with optimizing processes, ways of working, and communications to align teams and deliver customer-centric outcomes. This role is ideal for someone who enjoys balancing strategic thinking with hands-on operational execution to drive meaningful outcomes.

Responsibilities

  • Collaborate with SVPs and executive leadership to develop and execute the Customer Experience Office vision, roadmap, and OKRs
  • Support strategic projects (e.g. standardizing customer communications, identifying physician pain points, and reducing hospital readmissions) that drive our vision of customer-centricity
  • Conduct qualitative and quantitative analyses to identify opportunities, inform decision-making, and create actionable recommendations
  • Develop business cases, strategic presentations, and scaling plans for leadership and stakeholders
  • Design and implement processes, tools, and workflows to improve efficiency and support the Customer Experience Office's objectives
  • Support the development and execution of a communication strategy to engage leaders and teams on customer experience priorities
  • Coordinate reporting on progress toward key metrics, OKRs, and strategic goals
  • Embed customer-centric ways of working and align cross-functional teams

Requirements

  • Bachelor's degree or 4 years of work experience above the minimum qualification
  • 3 years of experience

Nice-to-haves

  • Strong analytical and project management skills, with the ability to lead multiple priorities simultaneously
  • Excellent PowerPoint and communication skills, with a focus on stakeholder and leadership engagement
  • Proven ability to design and implement workflows and processes to support organizational goals
  • The ideal candidate thrives in a dynamic environment and is equally skilled at high-level strategic thinking and detail-oriented execution

Benefits

  • Immediate eligibility for health and welfare benefits
  • 401(k) savings plan with dollar-for-dollar match up to 5%
  • Tuition Reimbursement
  • PTO accrual beginning Day 1
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