Position Overview:

　　The Digital Journey Liaison (DJL) plays a critical role in bridging the gap between the Digital Health Office (DHO) and the Customer Journey Transformation (CJT) team. This role is critical for ensuring the best possible experiences for Baylor Scott & White Health (BSWH) customers. The DJL stays plugged into the CJT rituals and ad hoc meetings, consulting about digital capabilities and pulling in the appropriate subject matter experts (SMEs) as appropriate. The DJL also translates the feature requests from the CJT team back to the DHO via feature documentation in Azure Dev Ops (ADO) via a structured hand-off process. This role requires a deep understanding of BSWH’s digital technologies, strong communication skills, comfort in ambiguity, and a customer-centric mindset.

　　Joining our team as a DJL offers a unique opportunity to contribute to the improvement of customer experiences and the advancement of digital health solutions. Your expertise will play a pivotal role in driving customer satisfaction, loyalty, and the success of digital initiatives within our large integrated delivery network.

　　Compensation : The pay range for this position is $46.71/hour ($97,157/year), for candidates with entry-level qualifications, to $84.00/hour ($174,720/year) for candidates who are highly experienced. The specific rate will depend upon the successful candidate's specific qualifications and prior experience.

　　Key Responsibilities:

　　Act as a bridge between Customer Journey teams and DHO.Develop expertise around BSWH’s digital platforms and capabilities and share the knowledge with CJT’s, proactively looping in appropriate DHO SME’s as is helpful.

　　Disperse knowledge early + often.Keep DHO team members up to date on status of items in each CJT workstream + stage.

　　Understand the key interactions in the customer lifecycle and act as an advocate for the customer in CJT meetings.

　　Leverage BSWH research, market trends, and BSWH data channels to understand key customer problems and generate recommended solutions.

　　Collaborate across the Journey mission teams (Analytics, Marketing, Epic, etc.) to help implement a holistic strategy/roadmap to meet the Journey team’s OKRs.

　　Collaborate with the Analytics team to define concept definitions and measures of success tied to digital feature requests and ensure requirements are shared early with dev squad for incorporation during software development life cycle (SDLC).

　　Understand the key interactions in the customer lifecycle and drive relevant changes using CRM strategies and digital asset developments.

　　Participate in and use research and data channels of customer experience to understand issues and implement change.

　　Analyze and improve customer retention and repeat-custom behaviors across key segments to inform marketing and business decisions.

　　Synthesize Journey Lead’s digital requests into features in ADO.

　　Conduct hand off calls to ensure Dev Squads understand requirements, metrics, deadlines, etc.

　　Provide updates to CJT about status of digital build and anticipated timelines.

　　Act as a SME for the dev squads when questions arise about requirements.

　　Keep abreast of the latest trends and advancements in customer experience, digital health, and related fields. Apply this knowledge to enhance the collaboration between the two teams and suggest innovative approaches.

　　Benefits

　　Our competitive benefits package includes the following

　　Immediate eligibility for health and welfare benefits

　　401(k) savings plan with dollar-for-dollar match up to 5%

　　Tuition Reimbursement

　　PTO accrual beginning Day 1

　　Note: Benefits may vary based upon position type and/or level

　　Preferred Qualifications:

　　Master's degree preferred in relevant field (e.g., Public Health, Program Development, MBA).

　　Proven relationship building and data skills

　　Proficient in ADO

　　Strong technical proficiency and familiarity with digital platforms, applications, and tools.

　　Excellent communication skills, both verbal and written, with the ability to convey complex ideas in a clear and concise manner.

　　Customer-centric mindset and a passion for delivering exceptional user experiences.

　　Analytical mindset with the ability to interpret data and generate actionable insights.

　　Strong problem-solving and troubleshooting abilities.

　　Ability to work collaboratively in cross-functional teams and adapt to a fast-paced, dynamic environment.

　　Flexibility and adaptability to changing priorities and customer needs.

　　Knowledge of digital marketing principles and best practices is a plus.

　　Minimum Qualifications

　　EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification

　　EXPERIENCE - 5 Years of Experience

　　As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.