Director, Customer Experience – Provider Journey

Baylor Genetics

. Lead the end-to-end provider experience strategy, priorities, outcomes and improvement roadmap .

Posted 10/28/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading provider experience strategies and managing cross-functional initiatives to enhance customer journeys. Proficient in utilizing customer feedback and operational data to drive improvements and align stakeholder priorities.

Highest-signal resume keywords

Provider Experience StrategyCross-Functional Initiative LeadershipCustomer Journey ManagementStakeholder InfluenceOperational Evidence Analysis

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Journey ManagementService DesignProgram ManagementChange ManagementData Analysis

Soft Skills

Strong CommunicationFacilitation SkillsInfluence Without AuthoritySound Judgment

Tools & Technologies

Customer ResearchVoice-Of-Customer FeedbackOperational Data

Industry Keywords

Healthcare AdministrationProvider OnboardingDiagnostic WorkflowsLaboratory WorkflowsPrior Authorization

About the role

Key responsibilities & impact

Lead the end-to-end provider experience strategy, priorities, outcomes and improvement roadmap
Own the provider experience across the Engage & Initiate, Order to Result and Post-Test Support & Billing value streams
Use provider research, voice-of-customer feedback, complaints and operational data to identify needs and measure improvement
Translate evidence into provider journey priorities, customer problems, intended outcomes, success measures and recommendations
Partner with Customer Experience Managers to coordinate initiatives and resolve cross-value-stream questions
Lead cross-functional alignment across Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology, Marketing and other provider-facing workflow partners
Provide insights to help Commercial improve sales engagement while Commercial retains ownership of growth strategy and sales execution
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 provider experience improvement portfolio based on customer need, business impact, risk, dependencies, evidence and organizational capacity
Review journey measures and initiative outcomes and recommend roadmap adjustments
Communicate priorities, decisions, risks and progress to CX leadership, senior leaders and cross-functional stakeholders
Work within clinical, legal, compliance, privacy and operational boundaries

Requirements

What you’ll need

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
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
Experience with provider-facing healthcare, diagnostic or laboratory workflows preferred
Experience with provider onboarding, ordering, consent, test requisition forms, prior authorization, reports, billing or post-test support preferred
Experience partnering with Technology or digital product teams preferred
Experience using customer research, voice-of-customer feedback and operational data preferred

Benefits

Comp & perks

Equal opportunity employer dedicated to building an inclusive and diverse workforce
Standard remote or office work environment