Customer Experience Manager - Payment Journey (Hybrid)

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

This role manages cross-functional team members and daily activities for 1-2 journey solutions. It focuses on enabling collaboration, coordination, and exceptional customer experience. This role collaborates with clients, vendors, and departments to advance BSWH''s strategic initiatives. Emphasis is on problem-solving, such as market research, identifying root causes, and connecting with industry leaders. It supports the CX Director in translating vision into actionable solutions. Managing Journey Architects for professional development is also expected. This role routinely manages the execution of 1-2 solutions within a portfolio.

In this Role, you will:

• Stakeholder Management and Governance

• Partner across product, operations, and clinical teams to implement AI solutions

• Build agreement, manage change, and guide solutions from pilot through enterprise rollout

• Metric Tracking and Outcome Measurement

• Support definition of clear goals for AI solutions by embedding in annual and quarterly roadmaps

• Use data to track progress, identify opportunities, and communicate results to leaders such as conversion, self-service, revenue, and reduced effort

• Curiosity for Use Cases

• Continuously look for ways AI can make the customer experience easier

• Identify customer pain points and determine where AI can provide the greatest value

• Stay current on healthcare and technology trends to identify new opportunities

• Innovative Thinking

• Turn complex problems into practical ideas that can be tested through pilots and A/B testing

• Experiment, learn from results, and quickly improve solutions

• Balance innovation with the need for safe, reliable AI experiences in healthcare

Essential Functions of the Role

• Manage the delivery of 1-2 solutions in a journey portfolio. Oversee from discovery through execution within set timelines, ensuring all success criteria are met.
• 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, KPIs, and OKRs. 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 journey deliverables as needed.
• Explore new data sets and execute investigation, complex examination, and output that has been practically applied to drive change.
• Investigate to form hypotheses on solving customer problems and pain points. 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 the journey core team and cross-functional team members. Create concepts that drive significant change to the customer experience.
• Present and explain findings to leadership team and key stakeholders.
• Responsible for management, development, and overall mentorship of Journey Architect assigned to journey.
• 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 on portfolio.

Key Success Factors

• Experience partnering with digital and technology teams to design, implement, and support customer-focused solutions strongly preferred.

• Working knowledge of Agentic AI tools and technologies, with the ability to identify opportunities to enhance customer experience and operational efficiency strongly preferred.

• Working knowledge of Epic and healthcare technology ecosystems, with Epic certification(s) and applicable implementation or operational experience preferred. Specific certification requirements may vary based on assigned journey portfolio.

• Demonstrated ability to create and interpret data flow diagrams representing system interactions, integrations, and data movement across multiple applications and platforms.

• Demonstrated ability to document and map complex business, clinical, and operational workflows to support stakeholder alignment, process improvement, and AI-enabled contextual response generation.

• Knowledge of Agile practices with exceptional digital and technical skills.

• 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