Director Customer Experience, Patient Journey

The Director, Customer Experience, Patient Journey leads the end-to-end patient experience strategy, priorities and improvement roadmap. This role uses patient research, voice-of-customer feedback and operational data to identify needs and measure improvement. The Director works across Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology and Marketing to advance patient onboarding, ordering, TRFs, consent, reports and other journey improvements.

This is an individual leadership role with no direct reports, so the ability to lead through influence is essential.