Associate Director, Digital Experience

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 Science’s Customer Experience (CX) team is responsible for defining, driving, and delivering innovative, immersive, memorable customer-centric journeys for all our customers, across all channels (digital and physical). These journeys are grouped by Customer Types (e.g., Patient, Provider) and further categorized into a set of Value Streams (e.g., Onboarding, Motivate & Complete Screening, Result & Follow-up ). Each Value Stream has a set of specific, measurable Objectives and Key Results (OKRs) that the overall team is accountable to fulfill.

The Associate Director, Digital Patient Experience is responsible for defining the roadmap and driving delivery of digital customer journeys. In defining the journeys, this position must account for a holistic Service Design, which encompasses all touchpoints with a given customer persona. This position will work with the business stakeholders, development teams, design and other cross functional teams to facilitate their product area roadmap. The position will coach product teams to define product strategy and effectively communicate the strategy to business stakeholders.

This position manages a group of customer-centric, channel-agnostic Product Managers with delivering against the responsibilities listed below.

This position lives and breathes product, value, user experiences, and technology - and can navigate between those spaces. The ideal candidate loves to innovate, is not afraid to fail, and knows when to say no or pivot. This position enjoys both the strategic work of finding the best solution and the implementation work of how best to bring it to life for maximum impact. The individual excels at bridging between technical and non-technical teams across the organization to bring new initiatives to life – for example: lab, compliance, finance and beyond. The ideal candidate possess strong leadership skills, including the ability to influence multiple stakeholders and leaders.

Essential Duties

Include, but are not limited to, the following:

• Facilitate and influence as “voice of the customer” for customer journeys for all outside stakeholders to ensure that their digital needs are considered and that the delivery teams are supported.
• Lead cross-functional teams to develop product strategy, partnering closely with Engineering, Business, Design, Market Research, Marketing and Customer Care teams.
• Lead evidence generation plan to ensure KPIs related to the product release are monitored and products support market needs and business growth.
• Facilitate collaboration with delivery teams, Experience Business Leads (i.e., the most senior Product Leadership accountable for the totality of a given Experience), to develop Journey-level digital Objectives & Key Results (OKRs), measurement and reporting. 
• Lead defining and tracking KPIs based on business OKRs to garner actionable insights on the digital solutions in market as well as product roadmap.
• Facilitate collaboration with the Experience Business Lead and the Experience Design team to produce Service Design deliverables (e.g., Service Blueprints) that define journeys and experiences that are integrated, cross-touchpoint, cross-customer type, and cross-experience.
• Works with Experience Business Lead to adjust scope and roadmap – empowered to make final prioritization decisions for the digital products.
• Leadership position for customer-facing digital experience, ensuring product development is in line with strategy and OKRs.
• Supports the team in feature demos for stakeholders; provides product expertise, peer training, and consultation where necessary.
• Recruit, inspire, mentor, and manage a group of customer-centric Product Managers.
• Consistent demonstration of exceptional leadership qualities, including but not limited to the ability to attract and retain the best team, foster a culture of high performance, lead with integrity, humility, accountability, and courage, and set a clear vision to energize teams towards the future.   
• Effectively manage, support, and guide your team, including, but not limited to delegating tasks and responsibilities, assessing employee performance and providing helpful feedback and training opportunities.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Qualit