Manager Customer Experience 1

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.

• We never settle by constantly striving for better.

• We are in it together by supporting one another and those we serve.

• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Immediate eligibility for health and welfare benefits

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

• Tuition Reimbursement

• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

Job Summary

This role manages cross-functional team members and daily activities for 1-2 journey solutions. It focuses on collaboration, coordination, and exceptional customer experience to advance BSWH's strategic initiatives. Emphasis is on problem-solving, such as conducting market research to identify root causes of a specific problem and connecting with industry leaders. It supports the CX Director in translating vision into actionable solutions. Managing Journey Architects for professional development is also expected.

Journey solutions for this role include new tools and care models that provide ongoing, daily support for our customers. Candidates should be well versed in emerging consumer healthcare technology.

Essential Functions of the Role

• Manage the delivery of 1-2 solutions in a journey portfolio. Oversee work from discovery through execution within set timelines, ensuring all success criteria are met.

• Develop project work plans and roadmaps with cross-functional team members to support the execution and implementation of strategic recommendations.

• Manage daily activities to achieve deliverables, KPIs, and OKRs. Delegate tasks to team members and track progress towards goals.

• Identify and manage dependencies, risks, and roadblocks. Provide direction and guidance with oversight from the CX Director as needed.

• Problem solve with the team on delivery, design, and strategic issues by quickly gathering and examining information.

• Support CX Director in the engagement of key stakeholders and functions across journey deliverables as needed.

• Explore new data sets to problem solve and drive change.

• Develop hypotheses on solving customer problems for specific pain points. Prepare and review recommendations, process/system maps, data analysis, and research findings. Get oversight from the CX Director as needed.

• Structure complex, ambiguous, and potentially charged operational and business issues and develop compelling, insightful recommendations.

• Coordinate the journey core team and cross-functional team members. Create concepts that drive significant change to the customer experience.

• Present and explain findings to leadership team and key stakeholders.

• Responsible for management, development, and overall mentorship of Journey Architect assigned to journey.

• Be a thought partner to CX Director as they unlock the full potential of their journey.

• Understanding of interdependencies of healthcare landscape and its influence on portfolio.

Key Success Factors

• Highly organized, energetic, and creative thinker.

• Exceptional passion for innovation, emerging technology, and analytics across the healthcare ecosystem. Exceptional critical skills and financial acumen.

• Knowledge of Agile practices with exceptional digital and technical skills.

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

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

• Experience supporting large cross-functional organizational projects.

• Purposefully maintains a pulse on disruption and innovation in healthcare.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

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

• EXPERIENCE - 5 Years of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.