Product Lead, Customer Experience

Summary  

We’re seeking a mission-driven Product Lead, Customer Experience to improve how providers, patients, and their families experience GeneDx's products and services. In this role, you will lead strategic and tactical initiatives within your product area to deliver exceptional user experiences. You will bring a customer-centric approach to problem solving, and bring innovative solutions that solve user pain points. Your impact will not end at the business case — you will partner with engineering, clinical experts, and commercial as your counterparts, to turn ideas into scalable digital and physical experiences that drive meaningful business impact. You will find creative ways to pilot and experiment with new ideas to accelerate the cycle of fail fast and learn.

Your experience leading products across consumer tech or digital health will enable you to understand our business. Your familiarity with fundamentals of product management and user experience will ensure that we deliver industry-leading products at scale. 

Job Responsibilities 

• Become an expert in GeneDx’s customer-facing products and services; identify opportunities to improve workflows and experiences to drive business impact. 

• Contribute to the product strategy process and roadmap that improves the experience of our customers.  

• Translate business and user problems into clear product requirements, milestones, MVP scope, and measurable success criteria.  

• Ensure predictable and low-risk delivery to end users by supporting coordination across program management, product owners, engineering, clinical operations, customer experience, and commercial team counterparts. 

• Be a supportive and innovative strategic partner for collaborators across the business.  

• Demonstrate leadership, collaboration, and influence skills by confidently representing users and making decisions that improve their experience. 
   

Objectives  

• Identify opportunities to improve the user experience of existing products, services, and workflows. 
• Develop innovative new products, features, and approaches to address user needs and pain points. 
• Deliver solutions on time that achieve measurable business impact 
   

Education, Experience, and Skills 

• Typically requires 6-8 years of experience in product management, product development, user experience, or product design. 

• Demonstrated success leading projects throughout the product lifecycle: identifying customer needs, designing solutions with cross-functional stakeholders, contributing to product strategy and owning product roadmaps, collaborating on development and go-to-market strategies, and measuring product impact. 

• Experience breaking down complex human processes into clear user journeys. 

• Ability to rapidly prototype ideas to bring products or workflows to life, leveraging AI tools where appropriate, to bring products, features or workflows to life. 

• Strong communication skills, both written and verbal. Ability to tailor communication to your audience – communication can be tactical and technical with engineering, or more strategic with organization-wide leadership.  

• Strong interpersonal skills, with demonstrated ability to influence cross-functionally  

• High intellectual curiosity and obsession with understanding and solving customer needs  

• Ability to learn quickly, think creatively, and adapt to change under pressure to meet deadlines  
  
  
  

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