Dir, Consumer Experience - Secaucus, NJ req29399 in Secaucus, NJ at Quest Diagnostics

Date Posted: 3/29/2020

Job Snapshot

Job Description

Dir, Consumer Experience- Secaucus, New Jersey - M-F

We Provide Solutions.  Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.

In Sales you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.
At Quest, our Sales Teams are often the public face of our organization. As a result we make every effort to support and develop their skills. Working across a strong customer base, you’ll find you have the flexibility and autonomy to structure your days while having the confidence that comes from promoting a well-recognized and trusted brand. With lots of opportunities for repeat business and referrals, we also offer outstanding support, plus great pay and benefits.

Duties and Responsibilities:

The Director, Consumer Experience acts as the Company’s champion for the Consumer and the go-to expect for defining, implementing and measuring an exceptional experience for our Consumer customer segment.

The Director will manage a council of cross-functional leaders focused on the Consumer, including key stakeholders in Operations, HTAS, Patient Services and Marketing.  The role will lead the council through: identifying key needs to drive excellence in Consumer experience delivery; building pragmatic programs and plans to address Consumer pain points; alignment around investment requirements enterprise-wide to enable experience change; and prioritizing a plan of action annually to drive continuous improvement in the delivery of an exceptional customer experience across all transactional and engagement touchpoints with the Consumer. 

The Director will partner with cross-functional partners to represent the voice of the Consumer in journey mapping, product and service design, UX/UI and other initiatives. This role reports to the Senior Director, Customer Experience & Commercial Enablement.



•           Drive short- and long-term strategic priorities to elevate the Consumer experience, leveraging customer journeys and other insights to identify and prioritize the most impactful Consumer touchpoints

•           Manage a customer-focused council comprising leaders from key functions, (including Brand, Marketing, Patient Services, HTAS and Operations) to deliver on Consumer CX initiatives

•           Measure impact of initiatives against Consumer experience and business KPIs

•           Execute programs to engage frontline team members in delivering an exceptional Consumer experience across all touchpoints; partner with learning and development teams to build trainings, define incentives and launch programs; measure program adoption and success

•           Manage a process for prioritizing Consumer experience pain points, balancing customer and business imperatives, speed-to-market and resource requirements, and create and manage enterprise roadmap for implementing improvement programs


Education Preferred:  •           Bachelor’s Degree, Business degree preferred

Work Experience:       •           5 five years (or more) of progressively expanding roles in marketing, operations or other related business discipline preferred

•           Broad understanding of customer experience processes and systems including customer insights and market research (including NPS), journey mapping and persona development, experience design (including UX & UI), finance, sales, and marketing

•           Demonstrated track record of successful results aligned to both strategic and tactical business needs.  Produces high quality and effective deliverables in support of customer experience excellence

•           Superior communication skills including ability to deliver formal business presentations to executive leadership

•           Technologically-savvy, including expertise in traditional, digital and content creation and publication

•           Ability to comprehend complex financial, legal, regulatory, and strategic issues

•           Strong capabilities in leading others to analyze data and demonstrate quantifiable opportunities or results

•           Excellent project leadership skills to hold team members accountable for delivery on goals and expectations

•           Relevant industry experience (pharma, medical device, healthcare services, consumer, etc.) is preferred

Other:  •           Up to 10% business travel required

•           Ability to lead diverse, cross functional teams and in a matrix environment;

Quest Marketing Competencies:

•           Expertize displayed in:

o          Manages Complexity

o          Cultivates Innovation

o          Strategic Mindset

o          Manages Ambiguity

o          Drives Results

o          Persuades

o          Plans & Aligns

o          Business Insight

o          Tech Savvy

o          Decision Quality

o          Collaborates

o          Communicates Effectively

o          Customer Focus

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