Chief Experience Officer - FT

Chief Experience Officer (CXO)

The Chief Experience Officer (CXO) provides strategic and operational leadership for the organization's patient, family, and workforce experience initiatives. This role is responsible for advancing a culture of service excellence and patient-centered care across the health system through data-driven strategies, leader accountability, workforce engagement, and interdisciplinary collaboration.

Reports to: Vice President, Business Development

Job Specific Responsibilities:

• Partners with executive leadership, physicians, nursing, and operational teams to drive measurable improvements in patient experience outcomes, employee engagement, and organizational culture.
• Oversees operations and outcomes for Patient Experience department, including creating and managing budgets, attracting, developing, and retaining top talent, establishing, and improving performance.
• Responsible for improving the experience of patients and families throughout the system.
• Champions a culture of service excellence by coaching leaders, reinforcing organizational standards, and supporting change management initiatives across the system.
• Leads organizational patient experience strategy by identifying and implementing evidence-based and innovative practices that improve patient, family, and workforce engagement.
• Evaluates current patients, family, physicians, and staff experience strategies to ensure alignment with a culture of patient-centered care. Modify, eliminate, and/or replace programs, as necessary.
• Monitors, analyzes, and communicates experience-related performance metrics, including patient survey results, complaints and grievances, discharge outreach, and service recovery trends, while leading improvement initiatives tied to organizational goals.
• Attendance and participation in appropriate department and/or organization meetings. This responsibility is to include staff meeting preparation, presentation, and staff one-on-ones.

Education and Experience:

• Bachelor's degree required in Healthcare Administration, Business Administration, Public Health, Organizational Leadership, or related field; Master's degree strongly preferred.
• Minimum of 7–10 years of progressive leadership experience in patient experience, service excellence, healthcare operations, or organizational culture initiatives within a complex healthcare environment.

Required Licensures/Certifications/Registrations:

• Certified Patient Experience Professional (CPXP) preferred.
• Lean Six Sigma certification or experience with process improvement preferred.

Skills and Abilities:

• Advanced data analysis and interpretation skills needed to lead service improvement and create the credibility needed to interface with hospital leaders.
• Ability to influence and inspire an entire enterprise workforce.
• Effective communicator, both verbally and in writing.
• Strong analytical and quantitative skills; proficient user of data spreadsheets.
• Demonstrates a high level of problem solving.

Interaction with Other Departments and Other Relationships:

This position collaborates extensively with physicians, nursing, operational leaders, and support departments across the health system to advance patient-centered care, service excellence, and organizational experience goals.

Physical Capabilities:

The work of this position is balanced between sitting, standing, walking, lifting, carrying, and driving. This position requires the ability to hear and speak with people; verbal communication is necessary to improve service delivery. Employees must be able to see since they monitor the physical appearance of the hospital.

Environmental/Working Conditions:

This position is subject to inside environmental changes that may include constant change in temperatures. Department at times may be noisy due to constant patient interaction and phone usage.

Direct Reports:

• Assistant Director, Patient Experience
• Patient Experience Advisor
• Patient Experience Advocate
• RN Patient Navigator

UMC Health System provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

*Request for accommodations in the hire process should be directed to UMC Human Resources.*