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