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Agile

About the job

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

We serve faithfully by doing what's right with a joyful heart.

We never settle by constantly striving for better.

We are in it together by supporting one another and those we serve.

We make an impact by taking initiative and delivering exceptional experience.

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 upon position type and/or level.

Job Summary

The Manager of Customer Experience leads the development, implementation, and evaluation of strategies that enhance every stage of the patient’s experience journey—from the first point of contact through care delivery, discharge, and follow-up. Through the analysis of patient feedback, experience metrics, rounding results, and service-recovery trends, the manager identifies opportunities and partners with clinical and operational leaders to create seamless, compassionate, and patient-centered experiences across the care continuum. This role oversees Guest Services and Volunteer Services, including daily operations, team and volunteer development, service excellence education, and patient and visitor support services. Serving as a trusted resource to leaders and staff, the manager promotes accountability, best practices, and continuous improvement while ensuring every interaction strengthens patient trust, loyalty, engagement, and confidence in the organization.

Essential Functions of the Role

Develop project work plans and roadmaps with cross-functional team members to support the execution and implementation of strategic recommendations.

Manage daily activities to achieve deliverables such as KPIs. Delegate tasks to team members and track progress towards goals.

Identify and manage dependencies, risks, and roadblocks. Provide direction and guidance with oversight from the CX Director as needed.

Execute examination to solve problems with the team on delivery, design, and strategic issues by quickly gathering and examining information.

Support CX Director in the engagement of key stakeholders and functions across key patient experience journey deliverables as needed.

Explore new data sets and execute investigation, complex examination, and output that has been practically applied to drive change.

Prepare and review recommendations, process/system maps, data analysis, and research findings. Get oversight from the CX Director as needed.

Structure complex, ambiguous, and potentially charged operational and business issues and develop compelling, insightful recommendations.

Coordinate with the patient experience team and cross-functional team members. Create concepts that drive significant change to the customer experience.

Develops and presents patient experience metrics and improvement strategies, clearly communicating key insights and recommendations to leadership teams and other key stakeholders.

Responsible for management, development, and overall patient experience journey for The Heart Hospital South.

Be a thought partner to CX Director as they unlock the full potential of their journey.

Understanding of interdependencies of healthcare landscape and its influence.

Demonstrates a strong understanding of patient experience metrics and applies effective coaching strategies to enhance team members’ ability to consistently deliver an exceptional patient experience.

Provides oversight of Guest Relations and Volunteer Services, ensuring programs consistently deliver exceptional service and a welcoming experience for patients, families, and visitors.

Key Success Factors

Certified Patient Experience Professional credentials strongly preferred.

Highly organized, energetic, and creative thinker.

Exceptional passion for innovation, emerging technology, and analytics across the healthcare ecosystem. Exceptional critical skills and financial acumen.

Knowledge of Agile practices with exceptional digital and technical skills.

Exceptional skills and knowledge of facilitation/presentation, situational awareness, conflict resolution, continual improvement, and collaboration.

Demonstrated ability to achieve results while working in cross-functional, virtual environment.

Experience supporting large cross-functional organizational projects.

Purposefully maintains a pulse on disruption and innovation in healthcare.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification

EXPERIENCE - 5 Years of Experience