Customer Journey Design Manager

---

Job description

Job Overview:Are you highly customer focused, motivated and outcome driven: a customer first mindset - passionate about creating and delivering market leading customer experiences?Do you have solid experience in Customer Journey Design and Management with a proven track record in delivering customer led experience transformations?Do you want to be part of an emerging team within a large global organization?If you answered YES, then we need you to be part of our exciting Customer Excellence team at Labcorp!Customer Journey Management is an essential part of our strategy to deliver exceptional customer experience. The role is pivotal to minimizing the customer effort across all channels and touchpoints, ensuring a seamless experience every time a customer interacts with Labcorp.At Labcorp, we deliver answers for crucial health questions-because the more we know, the better life can be. Our more than 70,000 employees across the world reach more than 160 million patients each year. With this unmatched global scale and scientific expertise, we are driving countless innovations in areas including oncology, biomarkers and companion diagnostics, vaccines, specialty and general testing, data analytics, virtual clinical trials and commercialization services. We are innovating for millions.As the Customer Journey Design Manager you will be responsible for the structure and program to build line of sight for our employees to deliver value to our Early Development customers. The role is critical to deliberately designing who we are and where it matters most so we can differentiate ourselves through exceptional customer experience.Primary activities include:Understanding our customers' drivers, mapping their interactions with us and using customer insight and data to shape the customer experience strategy across all services, solutions and processesGaining a deeper understanding and appreciation of customers' objectives, requirements and preferences when working togetherKeeping our customers' experience real for Labcorp employees by providing education and training to embed the journey in what they doCollaborate directly with Cx Leaders to develop customer journey strategies, define targets and investment business cases for impactful targeted customer journey initiativesImplement an end-to-end program, by customer segment, that monitors, measures and understands the impact our people and processes have on our customers' experience responding with practical initiatives across the business to build line of sight for our employees to deliver value to our customersOptimise, test and validate existing customer journeys, using customer insight and data to define new customer experiencesLead customer research projects, synthesising customer feedback into storyboards and journey mapsChampion understanding of the hallmarks for an exceptional customer experience across Early Development, delivering education and training interventionsBuild advocacy for customer led experience transformation across the businessDeliver workshops with targeted customers to explore individual pain points and produce recommendations for personalised approaches to relieving the pressure, showing genuine care. Provide oversight to the improvement of individual customer journeys working in collaboration with Customer Success, Sales and/or Operations.Make recommendations for developing tools and materials to use internally and externally e.g. story boards, journey maps, presentations, email templates, web pages, brochures, and more.Writing copy, having design ideas and working closely with Graphic Designers to deliver the tools/materialsEducation/Qualifications:Degree educated or equivalent - typically business, marketing, communications or sociologyCCXP certification preferredExperience:Highly customer focused, motivated and outcome driven: a customer first mindset - passionate about creating and delivering market leading customer experiencesHigh level of personal energy and enthusiasm with a self-starter attitude and desire to exceed expectations at every opportunitySolid experience in customer experience, Journey design and management, customer service, or service design,Project management experience (planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives)Experience with analyzing and reporting data in order to identify issues or trends to drive improvement of results and find solutionsExperience facilitating and guiding meetings, workshops and group discussions, enabling others to collaborate more effectively, overcome barriers and achieve common goals and move projects forwardAbility to work independently, using own initiative, at a high level within a matrixed and global environment, ensuring effective collaboration internallyAbility to influence decision makers and a proven track record of success in this areaAbility to deal with ambiguity and change within a fast-paced environmentProven ability to grasp complex concepts, be creative, and influence multiple departmental and functional processesKnowledge of the drug development process and crop protection and chemical testing requirements relevant to Early DevelopmentKnowledge of capabilities and expertise of the Labcorp organisation or equivalent companiesStrong written and verbal communication skillsStrong presentation skills