Consumer Experience Manager

Ascension•Glendale, WI

2h•Remote

About The Position

Ascension is a leading nonprofit Catholic health system with a culture and associate experience grounded in service, growth, care and connection. We empower our 97,000+ associates to bring their skills and expertise every day to reimagining healthcare, together. Recognized as one of the Best 150+ Places to Work in Healthcare and a Military-Friendly Gold Employer, you’ll find an inclusive and supportive environment where your contributions truly matter.

Requirements

High school diploma/GED with 2 years of experience, or Associate's degree, or Bachelor's degree required.
3 years of experience required.

Nice To Haves

5 years of experience preferred.
1 year of leadership or management experience preferred.
Healthcare leadership experience strongly preferred.

Responsibilities

Facilitate market-level operations with the Consumer Experience vision and strategic priorities.
Build and maintain strong relationships with key stakeholders and market leaders. Facilitate effective communication and collaboration to drive alignment and accountability.
Ensure transparent and consistent communication with all stakeholders, addressing concerns and feedback promptly to foster trust and engagement.
Drive market-wide engagement and adoption of Service Commitments, reinforcing through a tie-back to proactive recovery and ongoing behaviors/actions.
Provide market-wide leadership for service recovery systems, processes, and behaviors. Market-wide expert on actions and behaviors needed to build trust and resolve service gaps with consumers. Demonstrates and coaches others on exceptional negotiation and conflict resolution skills in addressing dissatisfied consumers. Coordinates multi-disciplinary reviews and responses when needed for more complex concerns and escalations. Serves as a market point person for any external and/or regulatory needs.
Utilize CX data and insights to inform decision-making and drive improvements. Assess performance metrics, identify areas for enhancement, and elevate trends and themes to market leaders for action.
Regularly review key performance indicators to evaluate the effectiveness of CX Specialist workflows and processes, making data-driven adjustments as necessary. Review established escalation and leader response expectations to identify and elevate outliers.