JOB SUMMARY:

Reporting to the SVP, Customer Experience, the Customer Experience Director is an executive within Baylor Scott & White Health (BSWH) who plans, develops, and implements customer experience programs and initiatives for BSWH, which may include customer strategy, customer journeys, customer brand campaigns, customer data analysis, customer satisfaction and retention, and other customer-focused activities. Responsible for customer experience and its impact to overall customer satisfaction of BSWH healthcare services. Ensures that customer policies and practices align with overall organizational direction and BSWH business objectives. Instills a strong customer-centric culture that demonstrates healthcare industry best practices. Leverages customer data, analytics, and insights to continuously design and improve customer experience journeys and strengthen BSWH customer-centric capabilities.

Translates and implements strategic plans and objectives for area of responsibility. Makes final decisions on operational matters and ensures achievement of objectives. Recommends policies and organizational changes for area. Plans and executes projects and initiatives that meet annual objectives. Erroneous decisions at this level tend to have negative impact on the success of the area, business unit, and possibly the overall organization's operations. Plans and directs the operations of a department or area, with responsibility for staffing, processes, budgets, and costs of the unit. Leads and advises subordinate(s) to meet schedules, resolve technical problems, and monitor performance. Has a larger, more complex organization or functional area than a manager. Often has one or more managers or supervisors reporting to the role.

ESSENTIAL FUNCTIONS:

• Lead the development and execution of the company's payment innovation strategy, aligning it with organizational goals and industry trends

• Assess and analyze various payment models, including value-based care, bundled payments, payment plans, and alternative payment methodologies, to identify opportunities for improvement and innovation

• Utilize data and research to evaluate payment performance, identify patterns, and recommend data-driven strategies to enhance payment processes

• Collaborate with cross-functional teams, including finance, operations, legal, and digital, to implement innovative payment solutions that customers want and drive efficiencies for our organization

• Unlock insights about how customer behavior is changing as a result of the payment experience strategies developed and leverage those insights to develop hypothesis – continually learning and optimizing the customer experience

• Healthcare experience not required; Looking for candidates across industries to bring their expertise and ideas to healthcare

• Leads design and implementation of the future state end-to-end customer experience.

• Defines objectives and outcome metrics to define success and ensure value creation.

• Provides alignment of journey team to overall customer experience vision.

• Leads and supports journey work across multiple operational services lines.

• Drives the formation and collaboration of the journey team and other stakeholders.

• Leads the development and implementation of measures, scorecards, and metrics.

• Leads the mapping, testing, and definition of customer touchpoints with the journey.

• Monitors and communicates progress of the journey team to overall objectives.

• Identifies opportunities for customer experience improvements.

• Drives resulting actions, insights, findings, education, and initiatives for the customer journey.

KEY SUCCESS FACTORS:

• Bachelor’s degree or equivalent experience.

• 5+ years of experience in healthcare operations, customer experience, or relative field.

• Operates with beginner’s mindset.

• Comfortable with ambiguity and disruption--resilient.

• Ability to learn and apply new concepts quickly.

• Approaches work collaboratively.

• Proven track record of leading and developing team members.

• Experience influencing change outside of direct reports.

MINIMUM REQUIREMENTS:

• 5 years of experience

• Bachelor’s Degree or 4 years of work experience above the minimum qualification

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.