Customer Experience Specialist

Customer Experience Specialist

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more in our careers and in our communities.

Reporting to the Director, Customer Experience and Hospitality Services, the Customer Experience Specialist is a strategic partner responsible for leading the development, coordination, execution, and management of strategic consulting in support of the care site and OhioHealth Customer Experience Office, geared towards creating a world class experience across all touch points and interactions for patients, families, providers and associates through leadership/cultural engagement, service excellence, and continuous improvement.

In conjunction with the key organizational leaders and constituents, leads the implementation of organizational strategic initiatives, education/training, and continuous improvement efforts to enhance the customer experience and organizational performance leveraging Lean Six Sigma, Change Management, and other leading improvement approaches. This includes providing strategic consulting services and expertise in the inpatient, outpatient or emergency department areas; the development and widespread deployment of educational/training programs; creating, executing, and innovating service/operational excellence standards and best practices and interpreting data and other performance indicators. Leads the development and coordination of leadership and workforce symposiums relevant to the organizational experience. The Customer Experience Specialist will help to develop and facilitate the continuous improvement in key strategic areas across the system to include inpatient, outpatient or emergency department.

Responsibilities and duties include:

• Strategic consulting and leadership in system wide strategic consulting and training initiatives
• Leading implementation of organizational strategic initiatives and efforts to enhance the customer experience and organizational performance
• Leading, facilitating, and coordinating cross functional continuous improvement and transformational projects
• Leading and facilitating multidisciplinary customer focus groups
• Providing coaching, organizational support, and access to experience improvement best practices
• Informing and supporting execution of change management strategy
• Developing comprehensive presentations and status reports for senior leadership
• Serving as a liaison to the Customer Experience Office
• Participating in long and short-term program development and strategic planning
• Leading the design and implementation of a robust customer experience training strategy
• Crafting and supporting execution of implementation, communication, and education plan
• Creating, developing, evaluating, and updating training materials and curriculum
• Participating in activities designed to promote professional growth

Minimum qualifications include:

• Bachelor's Degree (Required)
• Master's Degree preferred
• Project Management training/required (PMP preferred)
• Lean, Six Sigma and/or Change Management training/ Certification preferred (i.e., Green or Black Belt)
• Minimum of 3 + years of relevant professional Experience in leadership, healthcare administration, operations improvement, organizational development, and/or consulting position
• Professional work Experience in the training and development profession
• Large scale project management Experience and training (PMP preferred)
• Healthcare and customer service Experience required
• Understanding of service, retail and/or hospitality industry best practices (i.e., Disney, Studer)
• Public speaking skills and ability to develop contextually rich and visually compelling presentations to communicate complex concepts
• Healthcare knowledge and Experience
• Computer proficiency and Experience in the following environments Microsoft Word, PowerPoint, Excel, Visio, Project
• Exceptionally strong analytic abilities, with a proven track record of driving insightful findings from quantitative and qualitative data

Work shift: Day

Scheduled weekly hours: 40

Department: Customer Experience Office

Join us!... if your passion is to work in a caring environment... if you believe that learning is a life-long process... if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains 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. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment