Chief Experience Officer - FT 8784

UMC Health System

1d•Onsite

About The Position

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.

Requirements

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
Demonstrated success leading enterprise-wide service excellence, culture transformation, and patient experience improvement initiatives using data-driven strategies
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

Nice To Haves

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

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.