Lead, Service Innovation

Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

Exact Sciences’ Service Innovation team is responsible for understanding customer needs and delivering a portfolio of services and functions that support product use. The exploration and build of these services require an in-depth, collaborative approach, leveraging many enabling functions and departments to build cohesive solutions that meet customer expectations. Developed at the enterprise level, these cross-product functions combine into a portfolio of offerings that set Exact Sciences apart from the competition. 

As a member of the Service Design team, the Lead, Service Innovation is responsible for leading and managing complex service design projects from start to finish. This position must be able to reference a deep knowledge of service design process based on human-centric design methods and system thinking for implementation and launch. Success is measured by the quality of the service strategy and design, along with success of launch and integration within Exact Sciences’ systems and operations.

Essential Duties

Include, but are not limited to, the following:

• Own and manage the development of new services that align with pipeline product development and enable new product launches.
• Facilitate efforts to collaborate with a complex group of enabling internal teams including Customer Experience (CX), Strategy, Research, and Business Unit (BU) product managers to produce Service Design deliverables.
• Manage service vendors to support service builds, facilitate RFP and review process, coordinate vendor service, and provide operational oversight to vendor functions.
• Operationalize designed service and develop standard operating procedures and quality metrics.
• Apply expertise in the tools used to define a service experience, including process modeling (e.g., Service Blueprints), scripting, and other modeling methods to define design intent.
• Incorporate user research into the service innovation process as a key mechanism for rationale and decisions.
• Employ Design Thinking, storytelling, and conceptual prototypes to compellingly convey the vision, flow, and features of the product/services being designed.
• Lead and facilitate core teams focused on new service development, contribute in product development order-to-cash workstreams, foster active collaboration, remove impediments, and ensure delivery of the overall OKRs.
• Build and maintain collaborative relationships with senior leadership and other departments (e.g., Marketing, CX, IT, Legal).
• Advocate for the service vision, possessing the knowledge and passion to articulate it clearly, concisely, and compellingly across audiences; accumulate, organize, and socialize insights and concepts for decision-making and prioritization.
• Strong analysis skills including, but not limited to the use of qualitative and quantitative customer data
• Excellent written and verbal communication skills, with the ability to adapt to the respective audience (team member to senior leadership).
• Strong organizational and time management skills with a proactive and logical approach to workload and ability to work both independently and within a team.
• 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.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to travel up to 20% of working time away from work location; may include overnight/weekend travel.

Minimum Qualifications

• Bachelor’s degree in Design, Marketing, Business, Life Sciences, Engineering, or related field.
• 5+ years of experience working in User Experience as a Designer, Researcher, Strategist, Product Manager, or Service Designer.
• Demonstrated strong understanding of the current service landscape in the related health care market.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• Extensive experience utilizing problem-solving, organizational, and analytical skills, with the ability to evolve service offerings based on research, da