Customer Care Process Improvement Analyst

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Position Overview

The Customer Care Process Improvement Analyst is an active thought partner who contributes to shaping workflows, processes, procedures and technology demands among the Exact Sciences Laboratories business community. The Customer Care Process Improvement Analyst acts as an intermediary between Customer Care teams to collect, clarify, and translate business requirements into documentation and conceptual design (using appropriate tools and models) from which applications and solutions are developed.

The Customer Care Process Improvement Analyst will be focused on various projects that require independent judgement on process, approach, and methodology in providing deliverables that inform department decisions and strategy. The Customer Care Process Improvement Analyst performs a wide range of quantitative and qualitative analyses to help inform department decisions and strategy. This position will work very closely within various functions to Customer Care to assist with development and analysis of key operational workflows and measures.

The Customer Care Process Improvement Analyst performs the functions of their position at the direction of the Associate Director, Customer Care Product Manager. This position provides support to the Exact Sciences

Laboratories Customer Care team. In this position, the Customer Care Process Improvement Analyst supports the mission and vision of Exact Sciences Laboratories and along with the Customer Care Supervisors and Managers shares the responsibility of ensuring Customer Care operates effectively. This position will follow all laboratory and Customer Care policies and procedures and maintain accurate data reporting practices as needed to ensure consistent and diligent execution of inbound and outbound call handling.

This position will work out of the 1 EL location in Madison, WI with the opportunity to work under a remote hybrid approach.

Essential Duties

Include, but are not limited to, the following:

• Play a supporting and leading role in Lean Methodology project facilitation/management: utilizing Lean tools and DMAIC framework for defining, measuring, analyzing, improving and implementation with team members and stakeholders.

• Support the development of a Lean culture.

• Leading Plan-Do-Study-Act cycles for continuous improvement feedback and trending.

• Support training in Lean Basics & A3 Thinking Sessions, and practical problem-solving tools.

• Ability to use and coach practical problem-solving skills.

• Identify and leverage Change Management tools to meet project team needs.

• Partner with the Customer Care Stakeholders on the development, enhancement, and updates of resource materials.

• Serve as an internal consultant supporting Customer Care business units OKR's.

• Design, document, and optimize operational workflows to support company initiatives for Operational Readiness.

• Identify and share best practices that drive continuous improvement for the customer experience.

• Support and leading role for cross-functional workflows that impact Customer Care stakeholders with current and new products.

• 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.

Minimum Qualifications

• 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.

• 2+ years of experience working in customer service or as a business analyst within healthcare or a clinical reference laboratory.

• 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

Preferred Qualifications

• White and/or Yellow Belt Lean Certification.

• Familiarity and experience in Lean methodology.

Salary Range:

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

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