Director of Customer Experience

Position Summary

This position is responsible for optimizing and streamlining the customer journey for Sonora Quest Laboratories. Has responsibility for developing and executing a comprehensive customer experience strategy, overseeing all customer touchpoints to ensure consistent high-quality interactions, analyzing customer survey data, and leading cross-functional teams to drive customer satisfaction, loyalty, and advocacy.

Core Functions

• Develops and implements a strategic customer obsession vision aligned with company goals, defining key performance indicators (KPI’s) to measure success across the customer journey.
• Actively gathers and analyzes customer feedback through surveys, reviews, and other channels to identify trends, pain points, and opportunities for improvement.
• Led implementation of new customer experience initiatives across the organization.
• Creates and manages customer journey mapping, identifying touchpoints of customers with SQL & LSA, working with internal stakeholders to identify priorities of focus to improve the customer experience.
• Connects the internal stakeholders in strategic planning to prioritize initiatives to improve the customer experience.
• Facilitates the collaboration to streamline processes through technology, customer interactions, onboarding, and ongoing support to ensure company alignment of deliverables.
• Selects, trains, coaches, motivates, conducts performance evaluations for, and directs the Client Services Leadership.
• Responsible for and ensures consistency across teams for people management, workforce and succession planning, staffing/scheduling across operations.
• Pairs with HR, training/education, and company leaders on development plans and opportunities to engage all SQL/LSA team members in creating a customer-centric and high-performance oriented team.
• Develops and manages the budget in a way that fosters delivery of a superior customer experience while driving profitable growth and cost excellence through innovation including LEAN processes, first call resolution, instrument uptime, robotic process automation and expense reduction.
• Responsible for metrics such as Average Speed to Answer, productivity, employee turnover, employee engagement, business excellence save, quality metrics, etc.
• Ensures adherence to regulatory, compliance, medical quality and safety (OSHA) guidelines.
• Serves as a liaison between Sonora Quest Laboratories/Laboratory Sciences of Arizona and all LSA/SQL management personnel in the integrated Laboratory System.

Knowledge, Skills And Abilities

• A strong ability to use data and analytics for decision-making and performance improvement.
• Working knowledge and experience with service operations and customer experience metrics.
• Demonstrated ability to effectively manage to budget and achieve financial and cultural goals.
• Excellent oral and written communication skills and interpersonal skills required.

Minimum Qualifications

• Bachelor’s degree in Business, Marketing, Communications, Healthcare Administration, or a related field.
• Seven (7) years experience leading customer experience programs and driving strategic initiatives.
• Four (4) years leadership experience with direct reports.

Preferred Qualifications

• Master’s degree.
• Cultural and Operational Transformation Experience and agility.
• Strategic influencer, Innovation leadership, Process Orientation and Efficiency, interpersonal savvy, drive for results.
• Experience in healthcare industry.