**Primary City/State:** Phoenix, Arizona **Department Name:** Support Ops Admin-Ref Lab **Work Shift:** Day **Job Category:** Administrative Services Your pay and benefits are important components of your journey at Sonora Quest Laboratories/Laboratory Sciences of Arizona. This opportunity includes the option to participate in a variety of health, financial, and security benefits. In addition, this position may be eligible for our Management or Sales Incentive Programs as part of your Total Rewards package. **POSITION SUMMARY** This position is responsible for optimizing and streamlining the customer journey for Sonora Quest Laboratories. Has responsibility for developing and executing a comprehensive customer experience strategy, overseeing all customer touchpoints to ensure consistent high-quality interactions, analyzing customer survey data, and leading cross-functional teams to drive customer satisfaction, loyalty, and advocacy. This role requires a blend of leadership, analytical thinking, and operational expertise to drive continuous improvement and cross-functional collaboration. Will have oversight and responsibility for assigned customer experience departments. Partners and aligns with Operations, Commercial, Marketing, IT, Service Delivery and SLT on priorities and strategic goals. _Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards._ **CORE FUNCTIONS** 1. Develops and implements a strategic customer obsession vision aligned with company goals, defining key performance indicators (KPI’s) to measure success across the customer journey. Actively gathers and analyzes customer feedback through surveys, reviews, and other channels to identify trends, pain points, and opportunities for improvement. Leads implementation of new customer experience initiatives across the organization. 2. Creates and manages customer journey mapping, identifying touchpoints of customers with SQL & LSA, working with internal stakeholders to identify priorities of focus to improve the customer experience. Connects the internal stakeholders in strategic planning to prioritize initiatives to improve the customer experience. Facilitates the collaboration to streamline processes through technology, customer interactions, onboarding, and ongoing support to ensure company alignment of deliverables. 3. Selects, trains, coaches, motivates, conducts performance evaluations for, and directs the Client Services Leadership. Responsible for and ensures consistency across teams for people management, workforce and succession planning, staffing/scheduling across operations. Partners with HR, training/education, and company leaders on development plans and opportunities to engage all SQL/LSA team members in creating a customer-centric and high-performance oriented team. 4. Develops and manages the budget in a way that fosters delivery of a superior customer experience while driving profitable growth and cost excellence through innovation including LEAN processes, first call resolution, instrument uptime, robotic process automation and expense reduction. 5. Responsible for metrics such as Average Speed to Answer, productivity, employee turnover, employee engagement, business excellence save, quality metrics, etc. Ensure adherence to regulatory, compliance, medical quality and safety (OSHA) guidelines. 6. Serves as a liaison between Sonora Quest Laboratories/Laboratory Sciences of Arizona and all LSA/SQL management personnel in the integrated Laboratory System. **SUPERVISORY RESPONSIBILITIES** **DIRECTLY REPORTING** Includes direct supervision of management, administrative and professional staff. **MATRIX OR INDIRECT REPORTING** None **TYPE OF SUPERVISORY RESPONSIBILITIES** Directs personnel actions including recruiting, new hire actions, interviewing and selection of new staff, salary determinations, training, and personnel evaluations. **SCOPE AND COMPLEXITY** Interfaces with a broad range of internal and external contacts within the business and industry, which include customers as well as staffing and HR professionals. This position regularly interfaces with company leadership and reports directly to senior customer experience leader. Position has departmental responsibility, works under limited supervision using independent judgment to achieve goals. Internal customers are other staff, visitors, supervisors, managers and executives. External customers are patients, clients, visitors, vendors, other company facilities, and non-company medical facilities. **PHYSICAL DEMANDS/ENVIRONMENT FACTORS** Requires extensive sitting with periodic standing and walking. May be required to lift up to 20 pounds. Requires significant use of personal computer, phone and general office equipment. Needs adequate visual acuity, ability to grasp and handle objects. Ability to communicate effectively. May require off-site travel. **KNOWLEDGE, SKILLS AND ABILITIES** + A strong ability to use data and analytics for decision-making and performance improvement. + Working knowledge and experience with service operations and customer experience metrics. + Demonstrated ability to effectively manage to budget and achieve financial and cultural goals. + Excellent oral and written communication skills and interpersonal skills required. **MINIMUM QUALIFICATIONS** + Bachelor’s degree in Business, Marketing, Communications, Healthcare Administration, or a related field. + Seven (7) experience leading customer experience programs and driving strategic initiatives. + Four (4) years leadership experience with direct reports. **PREFERRED QUALIFICATIONS** + Master’s degree + Cultural and Operational Transformation Experience and agility. + Strategic influencer, Innovation leadership, Process Orientation and Efficiency, interpersonal savvy, drive for results. + Experience in healthcare industry. + Additional related education and/or experience. **DATE APPROVED** 01/05/2025 **EEO Statement:** EEO/Female/Minority/Disability/Veterans (https://www.bannerhealth.com/careers/eeo) Our organization supports a drug-free work environment. **Privacy Policy:** Privacy Policy (https://www.bannerhealth.com/about/legal-notices/privacy) Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee. EOE/Female/Minority/Disability/Veterans Banner Health supports a drug-free work environment. https://www.bannerhealth.com/careers/eeo