Senior Customer Experience Delivery Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $90k - $160k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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Labcorp

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

💊 Pharmaceuticals

🧬 Biotechnology

💰 Post-IPO Debt on 2019-06

Healthcare • Pharmaceuticals • Biotechnology

Labcorp is a leading global life sciences company that provides comprehensive clinical laboratory and end-to-end drug development services. The company offers a wide range of diagnostic tests and services for patients, providers, and biopharmaceutical companies. Labcorp specializes in areas such as oncology, women's health, neurology, and genetics, offering both routine and specialized laboratory testing. It supports healthcare systems and organizations with clinical lab testing, health assessments, and employee wellness programs. Labcorp also plays a significant role in the biopharma sector, providing nonclinical research, central laboratory services, and consulting for drug development and commercialization. With their commitment to science and innovation, Labcorp aims to improve health and change lives worldwide.

📋 Description

• Implementation of CX Journey Designs: Take completed customer journey design outputs (such as journey maps, design concepts, and touchpoint strategies) and lead the execution of those designs across various business functions. • Work closely with business units to ensure that the customer journey improvements are implemented in a timely and effective manner. • Ensure clear alignment of the CX strategy with business objectives to drive both customer satisfaction and business outcomes. • Act as the central point of contact for CX-related initiatives, working to secure resources, assign responsibilities, and drive execution across the business. • Build and maintain strong relationships with business leaders to advocate for CX priorities and secure buy-in. • Coordinate across multiple teams to ensure that each department is accountable for its role in the execution of CX initiatives, with clear expectations and deadlines. • Lead project management activities for CX journey initiatives, including scoping, planning, resourcing, and risk management. • Create detailed project plans, timelines, and resource allocations, ensuring the successful transition and execution of CX initiatives from design to delivery. • Develop clear KPIs and success metrics to evaluate the effectiveness of implemented CX improvements (e.g., NPS, CSAT, customer retention, revenue impact, operational efficiencies, etc.). • Continuously track and measure the impact of journey improvements and report on progress and results to senior leadership and other stakeholders.

🎯 Requirements

• Bachelor degree in business administration, marketing, communications • 3 or more years experience with CX methodologies and agile project management • 5 or more years’ experience in customer experience, Customer Experience strategy and/or project management • 3 or more years of project management experience (planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives) • 3 or more years’ experience with data analysis and reporting • Certified Customer Experience Professional (CCXP) (preferred)

🏖️ Benefits

• Medical • Dental • Vision • Life • STD/LTD • 401(k) • Paid Time Off (PTO) • Flexible Time Off (FTO) • Tuition Reimbursement • Employee Stock Purchase Plan