Job description

Description - External

The Customer Experience Strategy & Operations Associate will support the Senior Manager of Customer Experience Strategy by driving both strategic initiatives and operational excellence. This role combines supporting strategic projects with optimizing processes, ways of working, and communications to align teams and deliver customer-centric outcomes. This role is ideal for someone who enjoys balancing strategic thinking with hands-on operational execution to drive meaningful outcomes.

Responsibilities

Strategic Initiatives:

Collaborate with SVPs and executive leadership to develop and execute the Customer Experience Office vision, roadmap, and OKRs
Support strategic projects (e.g. standardizing customer communications, identifying physician pain points, and reducing hospital readmissions) that drive our vision of customer-centricity
Conduct qualitative and quantitative analyses to identify opportunities, inform decision-making, and create actionable recommendations
Develop business cases, strategic presentations, and scaling plans for leadership and stakeholders

Operational Excellence

Design and implement processes, tools, and workflows to improve efficiency and support the Customer Experience Office’s objectives
Support the development and execution of a communication strategy to engage leaders and teams on customer experience priorities
Coordinate reporting on progress toward key metrics, OKRs, and strategic goals
Embed customer-centric ways of working and align cross-functional teams

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 on position type and/or level

Qualifications

Qualifications - External

EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
EXPERIENCE - 3 Years of Experience

Hybrid Expectation- Tuesdays on-site

Preferences

Strong analytical and project management skills, with the ability to lead multiple priorities simultaneously
Excellent PowerPoint and communication skills, with a focus on stakeholder and leadership engagement
Proven ability to design and implement workflows and processes to support organizational goals
The ideal candidate thrives in a dynamic environment and is equally skilled at high-level strategic thinking and detail-oriented execution

Required profile