Director Customer Experience, Provider Journey

Baylor Genetics•,

About The Position

The Director, Customer Experience, Provider Journey leads the end-to-end provider experience strategy, priorities, outcomes, and improvement roadmap across the Engage & Initiate, Order to Result, and Post-Test Support & Billing value streams. The role uses provider research, voice-of-customer feedback, complaints, and operational data to identify provider needs, define experience priorities, and measure improvement. Its scope includes provider engagement insights, onboarding and workflow readiness, pre-test support, consent, test requisition forms and required order documentation, financial access, ordering, prior authorization, kit and sample workflows, testing-status and turnaround-time communication, reports and result access, billing, and post-test support. The Director partners with three Customer Experience Managers and works across Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology, Marketing, and other teams responsible for provider-facing workflows. This is an individual leadership role with no direct reports, requiring leadership through influence. Commercial retains ownership of growth strategy, account engagement, and sales execution, while functional teams retain their respective clinical, commercial, operational, and system ownership and decision-making authority.

Requirements

Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design, or a related field.
Eight or more years of experience in customer experience, journey management, service design, product or program management, or a related discipline.
At least three years of experience leading complex cross-functional initiatives with multiple stakeholders, dependencies, and competing priorities.
Demonstrated ability to develop an end-to-end journey strategy, establish priorities, and manage an improvement roadmap using customer and operational evidence.
Strong communication, stakeholder influence, facilitation, and change-management skills, including the ability to lead through influence without direct authority.
Ability to translate provider needs and journey evidence into clear customer problems, intended outcomes, business requirements, and recommendations for action.
Sound judgment in balancing customer need, business impact, risk, evidence, and functional ownership while maintaining end-to-end journey accountability.

Nice To Haves

Experience with provider-facing healthcare, diagnostic, or laboratory workflows.
Experience with provider onboarding, ordering, consent, test requisition forms, prior authorization, reports, billing, or post-test support.
Experience partnering with Technology or digital product teams to improve provider-facing workflows, tools, or communications.
Experience using customer research, voice-of-customer feedback, and operational data to prioritize and measure journey improvements.

Responsibilities

Own the end-to-end provider experience strategy, priorities, outcomes, and improvement roadmap across the Engage & Initiate, Order to Result, and Post-Test Support & Billing value streams.
Partner with the CX Research & Measurement Lead to use provider research, voice-of-customer feedback, complaints, and operational data to understand provider needs, pain points, and important moments in the journey.
Translate evidence into journey priorities, defined customer problems, intended outcomes, success measures, and recommendations for action.
Partner with the three Customer Experience Managers to turn provider journey priorities into coordinated initiatives, resolve cross-value-stream questions, and maintain alignment to the end-to-end provider experience.
Lead cross-functional alignment across Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology, Marketing, and other partners responsible for provider-facing workflows.
Provide provider research, measurement, and experience insights that can help Commercial improve sales engagement, while leaving growth strategy, account engagement, and sales execution to Commercial.
Identify and address experience gaps and handoff risks across provider 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 need, business impact, risk, dependencies, available evidence, and organizational capacity.
Review journey measures and initiative outcomes with the CX Research & Measurement Lead and functional partners, and recommend roadmap adjustments when evidence indicates provider needs or intended outcomes are not being met.
Communicate provider journey priorities, decisions, risks, and progress to CX leadership, senior leaders, and cross-functional stakeholders, and escalate unresolved tradeoffs when needed.
Work within clinical, legal, compliance, privacy, and operational boundaries while recognizing that functional teams retain clinical and operational decision-making and execution authority.