Submission for the position: Mgr Customer Exp 2 - (Job Number: 24008229)

JOB SUMMARY

As a Mgr Customer Exp 2, you play a pivotal role in advancing customer experience and driving innovation across our digital products and services. This role will be responsible for leading team members and their day-to-day team activities for the Quantitative Analysis and Strategic Foresight service areas focusing on enabling cross-functional collaboration, coordination, and delivery of exceptional customer experience. This role will also be responsible for building and maintaining strong relationships with clients, vendors, and other departments to help collectively further BSWH's strategic initiatives. This role will collaborate and partner closely with clients, vendors, and other departments to help collectively further BSWH's strategic initiatives. There will be a heavy emphasis on customer strategy, white space thinking, problem solving capabilities (e.g., embed quantitative research standards and best practices, identify opportunity areas, connecting experience understanding with BSWH strategic growth areas, right-to-left thinking) and translating a future state vision into actionable insights. The Mgr Customer Exp 2 is also expected to mentor and directly manage resources to aid in the professional development and perform HR duties where appropriate.

Your passion for collaboration, combined with your drive to effect positive change, will make you a key asset in our pursuit of exceptional user satisfaction.

ESSENTIAL FUNCTIONS OF THE ROLE

- Manage vendor relationships, survey management and strategic foresight supporting platforms, tools and resources.

- Responsible for management, development and overall mentorship of direct reports.

- Manage the day-to-day activities to achieve deliverables and support cross-functional KPIs and OKRs by delegating appropriate tasks to team members and tracking progress towards goals.

- Develop system to measure the testing team impact on business strategy and stakeholder needs, continuing to foster key partnerships across BSWH to enhance capabilities and expand reach

- Responsible for establishing survey management culture including questionnaire intake, design, format, scales, storage, SLAs, etc.

- Direct a team to enhance strategic foresight capabilities, managing qualitative and quantitative testing strategy mix needed to translate experience trends, patterns, and scenario planning into new growth opportunities linked to BSWH bottom line.

- Ensure data usage compliance (concerning open-ended text fields) and establish protocols for handling and storing survey data in compliance with relevant regulations (e.g., GDPR, ePHMRA, HIPAA, PII, etc.)

- Identify and lead resolution of dependencies, risks, and roadblocks by providing direction and guidance to team members and stakeholders.

- Identify and collaborate to problem solve with the team on specific delivery, design, and strategic issues.

- Provide constructive feedback to team as needed; assist with project escalations and problem solving as needed.

- Provides advice or suggestions to improve experiential and transactional experience measurement objectives.

- Develop a deep understanding of how to test experiences that prioritize the needs and preferences of our customers.

- Craft and present compelling data-backed narratives that engage audiences.

- Communicate strategic recommendations and use influence to gain support from leadership and drive alignment within the organization.

- Be a thought partner to unlock the full potential of the Customer Research and Testing team.

KEY SUCCESS FACTORS

Highly organized, energetic, and creative thinker

Strong passion for innovation, emerging technology, and analytics across the healthcare ecosystem

Strong analytical skills and financial acumen

Knowledge of Agile principles with strong digital and technical skill

Exceptional skills and knowledge of facilitation/presentation, situational awareness, conflict resolution, continual improvement, and collaboration

Ability to understand, attune to, and adjust content style and tone to meet different audiences appropriately.

Demonstrated ability to achieve results while working in cross-functional, virtual environment.

Experience leading and managing large cross-functional organizational projects.

Actively maintains a pulse on disruption and innovation in healthcare.

Previous experience in presenting and explaining findings to leadership team and individuals.

Understands the stakeholders, internal environment, and processes of Baylor Scott & White Health

Previous experience driving long term planning and strategic vision of projects or initiatives.

Understanding of interdependencies of healthcare landscape and its influence on portfolio

BENEFITS

Immediate eligibility for health and welfare benefit

401(k) savings plan with dollar-for-dollar match up to 5%

Tuition Reimbursement

PTO accrual beginning Day 1

QUALIFICATIONS

- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification

- EXPERIENCE - 7 Years of Experience