Director Customer Experience, Patient Journey

Baylor Genetics•,

About The Position

The Director, Customer Experience, Patient Journey leads the end-to-end patient experience strategy, priorities, outcomes, and improvement roadmap across the Engage & Initiate, Order to Result, and Post-Test Support & Billing value streams. The role uses patient research, voice-of-customer feedback, complaints, and operational data to understand patient needs and measure improvements. It works across Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology, Marketing, and other teams responsible for patient-facing workflows. This is an individual leadership role with no direct reports; success depends on leading through influence. The role covers patient engagement insights; onboarding and workflow readiness; pre-test support; consent; test requisition forms and required order documentation; financial access; ordering and prior authorization; kit and sample workflows; testing-status and turnaround-time communication; reports and result access; billing; and post-test support. 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. The Director prioritizes improvement work based on customer need, business impact, risk, dependencies, evidence, and organizational capacity. They review journey measures and initiative outcomes with the CX Research & Measurement Lead and functional partners, communicate priorities and progress to CX leadership, senior leaders, and stakeholders, and escalate unresolved tradeoffs when needed. The role operates within clinical, legal, compliance, privacy, and operational boundaries.

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 patient 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 patient-facing healthcare, diagnostic, or laboratory workflows.
Experience with patient onboarding, ordering, consent, test requisition forms, prior authorization, reports, billing, or post-test support.
Experience partnering with Technology or digital product teams to improve patient-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 patient 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 understand patient needs, pain points, and important moments using patient research, voice-of-customer feedback, complaints, and operational data.
Translate evidence into journey priorities, defined customer problems, intended outcomes, success measures, and recommendations for action.
Partner with the three Customer Experience Managers to translate journey priorities into coordinated initiatives, resolve cross-value-stream questions, and maintain alignment with the end-to-end patient experience.
Lead cross-functional alignment across Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology, Marketing, and other partners responsible for patient-facing workflows.
Provide patient 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 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 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; recommend roadmap adjustments when evidence shows patient needs or intended outcomes are not being met.
Communicate patient 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 respecting functional teams’ clinical and operational decision-making and execution authority.