Senior Customer Experience Delivery Manager

Labcorp•Indianapolis, IN

2d•$90,000 - $160,000•Remote

About The Position

Labcorp is seeking a remote Senior Customer Journey Delivery Manager in US. This role is pivotal to minimizing the client effort across all channels and touchpoints, ensuring a seamless experience every time a client interacts with Labcorp Central Laboratories. The Customer experience Journey Delivery Lead is responsible for ensuring the successful implementation of customer experience initiatives derived from journey design work, driving accountability across cross-functional teams, and measuring the impact. This role will collaborate with stakeholders from various business units to ensure journey improvements are effectively executed and that the business delivers the desired outcomes for both the customer and the organization. Monitoring key journey metrics and identifying continuous improvement activity to optimize performance. The Customer Experience Journey Design Manager is responsible for delivering value to our customers by bringing line of sight to their experience and intentionally designing experiences to create differentiated journeys, products, and services.

Requirements

Bachelor degree in business administration, marketing, communications
3 or more years experience with CX methodologies and agile project management
5 or more years’ experience in customer experience, Customer Experience strategy and/or project management
3 or more years of project management experience (planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives)
3 or more years’ experience with data analysis and reporting

Nice To Haves

Certified Customer Experience Professional (CCXP)
Strong focus on execution and implementation of initiatives.
Ability to identify issues or trends to drive improvement of results and find solutions.
Knowledgeable in CX and project management tools
Strong analytical skills with experience in measuring the impact of CX initiatives and using data to drive decision-making.
Customer-Centric Mindset: Deep understanding of customer experience principles and the ability to translate journey design into actionable improvements.
High level of personal energy and enthusiasm with a self-starter attitude and desire to exceed expectations at every opportunity.
Experience facilitating and guiding meetings, workshops and group discussions, enabling others to collaborate more effectively, overcome barriers and achieve common goals and move projects forward.
Ability to work independently, using own initiative, at a high level within a matrixed and global environment, ensuring effective collaboration internally.
Ability to influence decision makers and a proven track record of success in this area.
Ability to deal with ambiguity and change.
Proven ability to grasp complex concepts, be creative, and influence multiple departmental and functional processes.
Skilled in time, planning and delivery management.
Knowledge of the drug development process and crop protection and chemical testing requirements relevant to Early Development
Knowledge of capabilities and expertise of the Labcorp organization or equivalent companies
You welcome the constructive criticism of your work and are able to constructively review the work of others.

Responsibilities

Implementation of CX Journey Designs: Take completed customer journey design outputs (such as journey maps, design concepts and touchpoint strategies) and lead the execution of those designs across various business functions.
Work closely with business units to ensure that the customer journey improvements are implemented in a timely and effective manner.
Ensure clear alignment of the CX strategy with business objectives to drive both customer satisfaction and business outcomes.
Cross-Functional Leadership and Accountability: Act as the central point of contact for CX-related initiatives, working to secure resources, assign responsibilities, and drive execution across the business.
Build and maintain strong relationships with business leaders to advocate for CX priorities and secure buy-in.
Coordinate across multiple teams to ensure that each department is accountable for its role in the execution of CX initiatives, with clear expectations and deadlines.
Manage and communicate the project timeline, ensuring that deliverables are met and that cross-functional teams stay on track.
Project Management: Lead project management activities for CX journey initiatives, including scoping, planning, resourcing, and risk management.
Create detailed project plans, timelines, and resource allocations, ensuring the successful transition and execution of CX initiatives from design to delivery.
Monitor project or program progress, manage obstacles, and communicate with stakeholders on milestones and risks.
Assist in prioritizing initiatives based on business needs and customer impact, and ensure that resources are allocated efficiently.
Measurement & Impact Tracking: Develop clear KPIs and success metrics to evaluate the effectiveness of implemented CX improvements (e.g., NPS, CSAT, customer retention, revenue impact, operational efficiencies, etc.).
Continuously track and measure the impact of journey improvements, using both qualitative feedback and quantitative data to assess success.
Report on progress and results to senior leadership and other stakeholders, ensuring transparency around the effectiveness of CX initiatives.
Continuously monitor performance post-implementation and drive iterative improvements to customer journeys based on data and feedback.
Continuous Improvement: Establish and manage continuous feedback mechanisms to ensure CX improvements are delivering the desired results and to identify areas for further optimization.
Work with the CX team to integrate customer feedback and insights into future initiatives to refine journey designs and execution strategies.
Foster a culture of continuous improvement within the organization by sharing lessons learned, identifying process gaps, and recommending optimizations.
Stakeholder Management & Communication: Lead regular updates and communication to stakeholders (senior leaders, cross-functional teams) on the status of CX journey initiatives.
Ensure clear communication of goals, timelines, and responsibilities to stakeholders.
Maintain a central, accessible repository of CX journey documentation to ensure that everyone involved is aligned on objectives, plans, and progress.