Director of Customer Experience

Job Description Summary Director, Customer Experience develops and executes enterprise-wide strategies that elevate customer experience across the organization. this role shapes senior leadership decisions, oversees financial performance, and drives cultural and organizational transformation. Responsibilities and Duties Collaborate with Care Site, Business Unit, and System Leadership to align priorities and resources with hospital and system goals and oversee deployment of facility-level patient experience programs. Develop and implement enterprise-level customer experience strategy aligned to organizational goals. Serve as key influencer at executive level, shaping decisions that impact patient and customer experience across medical staff, clinical staff, ancillary and support staff. Partner with hospital leadership to enhance interdisciplinary team approach to overall delivery of care to patients, families, and the community. Lead large-scale cultural and experience transformation initiatives. Set organizational experience KPI targets and monitor enterprise results. Build cross‑functional alignment to ensure consistent standards across all care settings. Represent the organization at internal and external forums. Provide leadership for service coaching, patient relations, customer service, and volunteer services. Plan, implement, and provide support for key patient experience initiatives. Provide strategic direction on publicly reported data to operational leaders and timelines for new guidelines, regulations, and processes. Ensure adherence to standard work and compliance with CMS and Joint Commission guidelines related to patient experience, complaints and grievances. Support operational departmental leadership development and implement improvement plans. Promote growth and employee retention and ensure a positive professional atmosphere. Oversee departmental financial performance and ensure optimized resource allocation and budget compliance. Minimum Qualifications Bachelor’s Degree. Work Schedule Work shift: variable; scheduled weekly hours: 40. Equal Employment Opportunity OhioHealth is an equal opportunity employer and fully supports compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. #J-18808-Ljbffr