Director Customer Experience, Follow-Up Journey

JOB SUMMARY

The Director, Customer Experience – Follow-Up Journey plans, develops, and implements customer experience programs and initiatives for BSWH, which may include customer strategy, customer journeys, customer brand campaigns, customer data analysis, customer satisfaction and retention, and other customer-focused activities. Responsible for customer experience and its impact to overall customer satisfaction of BSWH healthcare services. Ensures that customer policies and practices align with overall organizational direction and BSWH business objectives. Instills a strong customer-centric culture that demonstrates healthcare industry best practices. Leverages customer data, analytics, and insights to continuously design and improve customer experience journeys and strengthen BSWH customer-centric capabilities. Translates and implements strategic plans and objectives for area of responsibility. Makes final decisions on operational matters and ensures achievement of objectives. Recommends policies and organizational changes for area. Plans and executes projects and initiatives that meet annual objectives. Erroneous decisions at this level tend to have negative impact on the success of the area, business unit, and possibly the overall organization's operations. Plans and directs the operations of a department or area, with responsibility for staffing, processes, budgets, and costs of the unit. Leads and advises subordinate(s) to meet schedules, resolve technical problems, and monitor performance. Has a larger, more complex organization or functional area than a manager. Often has one or more managers or supervisors reporting to the role.

The Follow-Up Journey is one of Baylor Scott & White Health's most strategically important customer journeys, focused on improving continuity of care, reducing customer friction after care encounters, and advancing digital engagement across ambulatory, inpatient, and post-discharge experiences. The Director of Customer Experience role is responsible for leading the vision, strategy, prioritization, development, scaling, and performance measurement of a portfolio of enterprise customer solutions that directly support these objectives.

Since its inception, the Follow-Up Journey has developed and scaled several high-impact solutions, including the Digital Referral Card, Schedulable Follow-Up Orders, Digital Medicine Cabinet, Integrated After Visit Summary (AVS), and Discharge Care Companion. These solutions support critical customer moments such as receiving follow-up care information, scheduling follow-up care, medication management, and care coordination across providers.

ESSENTIAL FUNCTIONS

- Maintains strategic leadership and portfolio oversight across an expanding solution portfolio that spans multiple service lines, care settings, and executive sponsors
- Ensures alignment of roadmap priorities with organizational goals and customer experience strategy
- Leads design and implementation of the future state end-to-end customer experience.
- Defines objectives and outcome metrics to define success and ensure value creation.
- Provides alignment of journey team to overall customer experience vision.
- Leads and supports journey work across multiple operational services lines.
- Drives the formation and collaboration of the journey team and other stakeholders.
- Leads the development and implementation of measures, scorecards, and metrics.
- Leads the mapping, testing, and definition of customer touchpoints with the journey.
- Monitors and communicates progress of the journey team to overall objectives.
- Identifies opportunities for customer experience improvements.
- Drives resulting actions, insights, findings, education, and initiatives for the customer journey.

KEY SUCCESS FACTORS

- Bachelor's degree or equivalent experience.
- 5+ years of experience in healthcare operations, customer experience, or relative field.
- Meaningful work experience at BSWH with broad organizational awareness.
- Operates with beginner's mindset.
- Comfortable with ambiguity and disruption; resilient.
- Ability to learn and apply new concepts quickly.
- Approaches work collaboratively.
- Proven track record of leading and developing team members.
- Experience influencing change outside of direct reports.

MINIMUM REQUIREMENTS

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