Recognized as one of Forbes 2024 "America's Best Large Employers" and named to the Disability Equality Index's 2022 list of "Best Places to Work for Disability Inclusion", Labcorp is seeking to hire an Executive Director, Customer Experience and Design.
The Executive Director, Customer Experience and Design will lead customer experience and digital design for Labcorp, a global leader of innovative and comprehensive laboratory services. This role will be responsible for advancing customer-centricity and driving experience improvements that support our mission to be a source for advancing health. This includes understanding the evolving needs of our customers, managing a pipeline of continuous experience improvements, defining key success metrics, tracking results, and leading a team of CX practitioners and UX designers to execute a strategic roadmap that delivers value and drives business growth.
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Candidate location preference is East Coast.
Key Responsibilities
- Lead the ideation, design and prototyping of digital experiences that deliver customer value and support go-to-market strategies
- Understand customer needs across touchpoints and translate insights into an actionable customer experience strategy
- Define key success metrics, track progress and communicate impact to executive leaders and business partners
- Create and maintain an enterprise customer experience roadmap and lead cross-functional teams to deliver a pipeline of continuous improvements
- Foster a customer-centric mindset and elevate experience across the enterprise
- Identify experience trends across customer and business segments and align investments to optimize impact
- Define unified digital design guidelines and standards that can be leveraged across Labcorp to reinforce our brand and optimize customer experience.
Experience and Education
- 15+ years of CX and UX design in a leadership position
- Expertise in working in a matrixed environment to define and execute customer experience programs
- Experience working with executive leadership to communicate a compelling vision and gain internal support
- Experience leading the development of user journey maps, wireframes, prototypes, visual design, usability research and design library definition
- A portfolio of high impact digital high impact digital designs that have driven customer experience improvements and delivered business outcomes
- Ability to work cross-functionally across multiple teams and individuals to achieve success in a team environment
- Passion for being a team leader and developing people
- BA/BS required, MBA preferred
- Up to 15% travel required
Application Window: Application window will close on May 10 , 2024
Pay Range: $200,000 - $225,000 annually + annual bonus and equity eligibility
Benefits: All job offers will be based on a candidate's skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. Regular, full-time or part-time employees working 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(K), ESPP, Paid time off (PTO) or Flexible time off (FTO), Commissions, and Company bonus where applicable. For more detailed information, please click here.
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Labcorp is proud to be an Equal Opportunity Employer:
As an EOE/AA employer, Labcorp strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply.
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