AVP, Customer Experience

The Associate Vice President (AVP) of Customer Experience is responsible for scaling, professionalizing, and operationalizing Baylor Genetics’ customer-facing services and service products. This role owns the service experience across the customer lifecycle, ensuring services are intentional, consistent, digitally enabled, and designed to scale. Reporting to the Vice President of Customer & Digital Experience, this role is tightly aligned with Digital Product leadership and serves as the strategic owner of customer service roadmaps. The AVP translates customer needs, operational realities, and digital capabilities into structured service offerings that improve customer satisfaction, accelerate onboarding, and reduce service cost per customer. This role is not responsible for day-to-day support operations, call center management, or acting as a general escalation point for customer issues. Instead, the AVP is accountable for designing and evolving the service models, standards, and digital enablement that allow customers to receive the highest level of services from Baylor Genetics.

Requirements

Education: Bachelor’s degree in healthcare administration, business, life sciences, or a related field required. Advanced degree (MBA, MPH, or similar) strongly preferred. Experience: • 12–15+ years of progressive leadership experience in customer experience, services, operations, or service product management • Demonstrated success scaling and professionalizing customer-facing service organizations • Experience owning service roadmaps and translating strategy into repeatable operating models • Experience operating in matrixed healthcare, diagnostics, or life sciences organizations

Equivalent combination of education and relevant experience may be considered

Skills: • Executive-level customer experience and service strategy leadership • Ability to design scalable, digitally enabled service models • Strong cross-functional and executive stakeholder management • Data-driven decision-making using customer and operational metrics • Proven people leadership and organizational development capabilities

Duties and Responsibilities

· Own and evolve the enterprise roadmap for customer services and service products, aligned to Customer & Digital Experience strategy.

· Scale and professionalize existing customer services, establishing clear service definitions, standards, and success metrics.

· Oversee customer onboarding and implementation services, driving reductions in time-to-onboard through standardized and digitally enabled workflows.

· Provide experience ownership and operational alignment for genetic counseling services as a customer-facing offering.

· Own the end-to-end customer experience for customer kits, including readiness, clarity, and consistency of delivery.

· Own experience design and operational consistency for patient consent workflows, partnering with Digital Product and Compliance teams.

· Establish systems and processes for customer complaint logging and analysis, focusing on trend identification and systemic improvement rather than case management.

· Partner closely with Digital Product teams to embed services into digital platforms, portals, and workflows.

· Define and own non-negotiable customer experience metrics, including CSAT/NPS, time-to-onboard, and service cost per customer.

· Use customer insights and performance data to continuously improve service efficiency, consistency, and scalability.

· Lead and develop a small, high-impact customer experience team, with responsibility for designing the future-state CX organization.

· Serve as the executive voice of the customer in cross-functional planning, prioritization, and lifecycle decisions.

Core Competencies

· Customer Service Strategy & Professionalization

· Service Roadmap Ownership

· Digital Alignment & Enablement

· Customer Experience Measurement & Insight

· Operational Scalability & Cost Discipline

· Cross-Functional Executive Leadership

· People Leadership & Organizational Design

EEO Statement: Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.