Customer Journey Design Manager

If you are looking for a company where you can personally advance healthcare and make a difference in peoples' lives with your bold ideas and unique point of view, consider working at Labcorp as a Customer Journey Design Manager.

In this role, you will be an essential part of our strategy to deliver exceptional client experiences. This role is pivotal to minimizing the client effort across all channels and touchpoints, ensuring a seamless experience every time a client interacts with Labcorp Central Laboratories.

The Customer Journey Design Manager is responsible for delivering value to our customers by bringing line of sight to their experience and intentionally designing experiences to create differentiated journeys, products, and services.

Primary activities include:

• Conducting research and insight activities to understanding our clients' needs, drivers, and experiences.


• Gain a deep understanding and appreciation of clients' objectives, requirements and preferences.


• Map the client journey, interactions and touchpoints that shape the client experience strategy across all services, solutions, and processes.


• Coordinate and lead the delivery of concepts to fix, improve and/or transform our customer experience.


• Keep our clients' experience real for Labcorp employees by providing education and training to embed customer centricity.


This position will be home based in either the United Kingdom or Belgium.

It will require up to 10% global travel.

In more details, you will…

• Lead customer research projects and synthesize client feedback using storyboards, digital journey maps and discovery reports.


• Lead human centered design thinking activities to problem solve customer frustration/pain points.


• Translate insight into action and prioritize improvement activity through evaluation of desirability, viability, and feasibility.


• Collaborate directly with senior stakeholders across the organization to develop a roadmap for customer journey improvement activities (define deliverables and investment business cases)


• Lead implementation and governance activities to deliver measurable improvements to the end-to-end customer experience.


• Optimise, test, and validate existing customer journeys, using client insight and data to continuously improve.


• Champion understanding of the key hallmarks for an exceptional client experience across Central Laboratories, delivering education and training interventions


• Build advocacy for client led experience transformation across the business.


• Provide subject matter expertise on Customer Experience principles, practices, and methodologies.


• 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/materials.


• Undertake any other reasonable duties as requested by your line manager/director on a permanent or temporary basis.


Thrive personally and professionally at Labcorp

Working at Labcorp, you'll continue to grow in our learning-based culture so you'll know how to expertly respond and adapt as the industry continues to evolve. Here, you'll put your education to work as you play a meaningful role in advancing healthcare and making a difference in people's life.

In addition, Labcorp offers great benefits, global experience and the opportunity to work independently within a team-oriented environment.

Are you interested in making a real scientific impact through your everyday work? Would you enjoy working in a team-focused environment as you explore unique career opportunities?, Our Customer Journey Design Managers are most successful at Labcorp with:

• Highly client focused, motivated and outcome driven: a client first mind set - passionate about creating and delivering market leading client experiences.


• High level of personal energy and enthusiasm with a self-starter attitude and desire to exceed expectations at every opportunity.


• Degree educated - typically business, marketing, economics, communications, finance, psychology or sociology.


• At least 5 years' experience in customer experience, human centered design thinking and service design


• At least 3 years of project management experience (planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives)


• At least 3 years' experience with analysing and reporting data in order to identify issues or trends to drive improvement of results and find solutions.


• Experience facilitating and guiding meetings, workshops and group discussions, enabling others to collaborate more effectively, overcome barriers and achieve common goals and move projects forward.


• Strong design skills - visual design principles and prototypes


• Ability to work independently, using own initiative, at a high level within a matrixed and global environment, ensuring effective collaboration internally.


• Ability to influence decision makers and a proven track record of success in this area.


• Ability to deal with ambiguity and change.


• Proven ability to grasp complex concepts, be creative, and influence multiple departmental and functional processes.


• Skilled in time, planning and delivery management.


• Knowledge of the drug development process and crop protection and chemical testing requirements relevant to Early Development


• Knowledge of capabilities and expertise of the Labcorp organization or equivalent companies


• Strong presentation skills


• You welcome the constructive criticism of your work and are able to constructively review the work of others.


• Budget management experience or knowledge
  
  At Labcorp, we believe in the power of science to change lives. We are a leading global life sciences company that delivers answers for crucial health questions. Through our unparalleled diagnostics and drug development capabilities, we provide insights and accelerate innovations that not only empower patients and providers but help medical, biotech, and pharmaceutical companies transform ideas into innovations.


Here, you can join our more than 60,000 employees, serving clients in more than 100 countries, as we work together to make a real impact on people's lives.

Labcorp is proud to be an Equal Opportunity Employer