Our mission at Exact Sciences is to eradicate cancer and the suffering it causes — through tests that help prevent it, detection that finds it earlier, and guidance for its successful treatment.

This position may be site-based or remote.

The Exact Sciences Customer & Digital Experience (CDX) team is responsible for defining, driving, and delivering innovative, immersive, memorable customer-centric journeys for all of 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 Experiences (e.g., Understand Risks & Complete Screening, Confirm Diagnosis). Each Experience has a set of specific, measurable Objectives and Key Results (OKRs) that the overall team is accountable to fulfill.

The senior business analyst is responsible for analyzing, designing, and implementing changes to points of interaction between the customer and the company to enhance customer experience with company services and products. The Business Analyst serves as customer advocate for patients, providers, and stakeholders by assessing client feedback and driving continuous improvement efforts. The individual helps design and implement systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement. This role requires collaboration with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty. Key activities in this role include reaching out to customers, interacting with website users, and/or conducting focus group meetings to vet ideas and assess solutions before implementation.

Essential Duties

Include, but are not limited to, the following:

• Lead collaboration with stakeholders within CDX teams to produce service design deliverables (e.g., service blueprints) that define experiences that are integrated across customer types and touchpoints.
• Identify and document user requirements across service design (e.g., customer-facing, back-end platforms/systems, operational needs).
• Partner with Experience Product Managers to capture and define Epics and User Stories.
• Lead identification and coordination of business requirement dependencies (inter and cross Experience).
• Lead definition of user story acceptance criteria and guide others through process.
• Organize and guide complex efforts to research requirements and drive insights to help business and experience teams understand marketplace dynamics, user behaviors, and trends.
• Prepare and deliver visualizations and internal presentations to executive leadership that translate analytic insights into tangible, actionable solutions for business partners to implement.
• Organize and facilitate multi-disciplinary workshops to develop well-informed and human-centered design recommendations.
• Maintain intimate knowledge of the end-to-end patient, provider, and payer experience and serve as subject matter expert across the organization for other initiatives and key digital platforms (e.g. Epic).
• Evaluate and document existing business processes.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Strong time management skills, including prioritization.
• Excellent organizational skills, including aptitude in multi-tasking.
• Strong verbal communication and ability to collaborate cross functionally.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Maintain regular and reliable attendance.
• Ability to work designated schedule.
• Ability to lift up to 10 pounds for approximately 5% of a typical working day.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• Ability to act with an inclusive mindset and model these behaviors for the organization.
• Ability to work on a computer and phone simultaneously.
• Ability to travel 5% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• Bachelor’s degree in Marketing, Business, Analytics, Customer Research or related field; or high school degree/general education diploma and 4 years of relevant experience in lieu of degree.
• 6+ years of experience in a Customer Experience related role and/or Business Process Management, Business Continuous Improvement or related field.
• 2+ years of professional experience providing insights and recommendations to executive leadership.
• Proficient with basic computer skills to include Internet navigation, Email usage, and word processing.
• Authorization to work in the United States without sponsorship.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• Demonstrated ability to participate in cross-functional teams to deliver amazing products/services.

Preferred Qualifications

• Understanding of Product Model and Agile Delivery using Scrum and SAFe methodologies.
• Healthcare (diagnostic/device/pharmaceutical marketing, sales, and/or reimbursement) experience.
• Experience leading, designing, and implementing marketing or digital experimentation (A/B or MVT) to improve marketing performance or improve the client experience.
• Proficient in design platforms and tools such as or similar to Figma, Miro,, or Visio.
• Prior use of Jira and Monday.com.
• Leadership experience.
• Design thinking or human centered design knowledge.
• Prior experience with IAM implementation using Okta or similar solution.