Senior Customer Care Business Analyst Job at Exact Sciences (Madison)

Job Description

The Senior Customer Care Business Analyst takes a lead in ensuring Order Lifecycle, Customer Experience, and Customer Care processes are in alignment with the business needs of the company. The complex nature of the work requires excellent attention to detail, effective written and verbal communication skills, the ability to multi-task and be flexible with tasks and schedules, and the ability to work independently and in a team environment.

Job Responsibility

Leading role in project initiation, planning, communication, and execution in conjunction with stakeholders
help ensure definition of project scope, requirements, and deliverables
Identify and leverage Change Management tools to meet project team needs
Identify, perform or manage tasks related to defining and measuring problems while coaching leaders to solve unique and complex challenges that have significant impact on a business unit or Customer Care enterprise
Serve as an internal consultant supporting Customer Care business units OKR's
Design, document, and optimize workflows to support company initiatives
Develop project schedules and milestones using appropriate tools and techniques
Utilize Project management skills to track and manage project tasks, milestones, and deliverables
Liaise with key stakeholders on an ongoing basis
Facilitate and/or present project level status updates
Execute on project deliverables as set by the Project Manager (PM), such as management of process improvement initiatives and projects related
Use and coach practical problem-solving skills
Awareness and involvement with Change Management needs/opportunities
Partner Commercial and Customer Care stakeholders on the planning and development of material resources
Oversee and support the validation of processes and systems supporting cross-functional processes
Collect, clarify and translate business requirements into documentation and conceptual design by using appropriate tools and models
Collaborate cross-functionally on workflows that impact Customer Care, CDX, Commercial Team and Growth Initiatives stakeholders to ensure overall compliance
Identify and share best practices that drive continuous improvement to ensure a positive customer experience
Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork
Support and comply with the company’s Quality Management System policies and procedures
Ability to act with an inclusion mindset and model these behaviors for the organization
Adaptable, open to change and able to work in ambiguous situations and respond to new information and unexpected circumstances
Disciplined, self-motivated & reliable
able to stay focused on a task and work independently
motivated to perform quality work
diligent about arriving at work on time and completing tasks that are assigned in a timely manner
Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with customers as well as peers at all levels of the organization
Ability to work in a team environment and adapt to changing workload and circumstances effectively
able to respond to new information quickly
Professionalism: conducts themselves in a professional manner in all interactions with members of the Exact Sciences Clinical Laboratory team, clients, and associates
Strong interpersonal and teamwork skills including the ability to easily convey concepts and priorities as well as ability to solicit feedback and input
Strong presentation skills with the ability to convey information and adjust delivery as appropriate to the audience
Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 50% of a typical working day
Ability to work on a computer and phone simultaneously.

Requirements

Bachelor’s degree in business administration or related field, or High School Degree/General Education Diploma and 4 years of relevant experience in lieu of bachelor’s degree
5+ years of customer service or business analyst experience within healthcare or a clinical reference laboratory
Demonstrated effective leadership skills and ability to collaborate with various levels throughout the organization
Demonstrated experience in project management
Demonstrated follow-through and relationship management skills
Demonstrated ability to perform the Essential Duties of the position with or without accommodation
Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time.

Nice to have

White, Yellow and/or Green Belt Lean Certification
Familiarity and experience in Lean methodology.

What we offer

Paid time off (including days for vacation, holidays, volunteering, and personal time)
Paid leave for parents and caregivers
A retirement savings plan
Wellness support
Health benefits including medical, prescription drug, dental, and vision coverage
Bonus eligibility.

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Senior Customer Care Business Analyst

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