Senior Customer Experience Delivery Manager

Senior Customer Journey Delivery Manager

Labcorp is a leader in diagnostics, drug development and healthcare innovation. Across every role, we harness data and AI to work smarter, move faster and create breakthrough solutions that improve health outcomes for people. With our global scale and deep expertise, you'll do meaningful work, grow your career and make a real impact. Together, we're improving health and improving lives.

Labcorp is seeking a remote Senior Customer Journey Delivery Manager in US.

• Implementation of CX Journey Designs:
• Take completed customer journey design outputs (such as journey maps, design concepts and touchpoint strategies) and lead the execution of those designs across various business functions.
• Work closely with business units to ensure that the customer journey improvements are implemented in a timely and effective manner.
• Ensure clear alignment of the CX strategy with business objectives to drive both customer satisfaction and business outcomes.
• Cross-Functional Leadership and Accountability:
• Act as the central point of contact for CX-related initiatives, working to secure resources, assign responsibilities, and drive execution across the business.
• Build and maintain strong relationships with business leaders to advocate for CX priorities and secure buy-in.
• Coordinate across multiple teams to ensure that each department is accountable for its role in the execution of CX initiatives, with clear expectations and deadlines.
• Manage and communicate the project timeline, ensuring that deliverables are met and that cross-functional teams stay on track.
• Project Management:
• Lead project management activities for CX journey initiatives, including scoping, planning, resourcing, and risk management.
• Create detailed project plans, timelines, and resource allocations, ensuring the successful transition and execution of CX initiatives from design to delivery.
• Monitor project or program progress, manage obstacles, and communicate with stakeholders on milestones and risks.
• Assist in prioritizing initiatives based on business needs and customer impact, and ensure that resources are allocated efficiently.
• Measurement & Impact Tracking:
• Develop clear KPIs and success metrics to evaluate the effectiveness of implemented CX improvements (e.g., NPS, CSAT, customer retention, revenue impact, operational efficiencies, etc.).
• Continuously track and measure the impact of journey improvements, using both qualitative feedback and quantitative data to assess success.
• Report on progress and results to senior leadership and other stakeholders, ensuring transparency around the effectiveness of CX initiatives.
• Continuously monitor performance post-implementation and drive iterative improvements to customer journeys based on data and feedback.
• Continuous Improvement:
• Establish and manage continuous feedback mechanisms to ensure CX improvements are delivering the desired results and to identify areas for further optimization.
• Work with the CX team to integrate customer feedback and insights into future initiatives to refine journey designs and execution strategies.
• Foster a culture of continuous improvement within the organization by sharing lessons learned, identifying process gaps, and recommending optimizations.
• Stakeholder Management & Communication:
• Lead regular updates and communication to stakeholders (senior leaders, cross-functional teams) on the status of CX journey initiatives.
• Ensure clear communication of goals, timelines, and responsibilities to stakeholders.
• Maintain a central, accessible repository of CX journey documentation to ensure that everyone involved is aligned on objectives, plans, and progress.

• Bachelor degree in business administration, marketing, communications
• 3 or more years experience with CX methodologies and agile project management
• 5 or more years' experience in customer experience, Customer Experience strategy and/or project management
• 3 or more years of project management experience (planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives)
• 3 or more years' experience with data…