Director of Customer Experience

Primary City/State

Phoenix, Arizona

Department Name

Commericial Admin-Ref Lab

Work Shift

Day

Job Category

Administrative Services

Shape how customers experience Sonra Quest Labs at every touch point. This role blends strategy, data, and cross-functional leadership to drive consistent, high-quality customer experiences with measurable impact. Through your vision and collaboration with multiple departments, stakeholders, and the Senior Leadership Team, you’ll build the framework for us to deliver a World Class Customer Experience. Join our team and come do great work on behalf of better health!

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

• 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.
• 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.
• 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.
• 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.
• 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.
• Serves as a liaison between Sonora Quest Laboratories/Laboratory Sciences of Arizona and all LSA/SQL management personnel in the integrated Laboratory System.
  
  

DIRECTLY REPORTING

Includes direct supervision of management, administrative and professional staff.

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.
  
  

EEO Statement

EEO/Disabled/Veterans

Our organization supports a drug-free work environment.

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