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 competitive benefits package includes the following

• 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

• 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

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.