Director of Customer Experience

OhioHealth•Pickerington, OH

About The Position

The Director, Customer Experience develops and executes enterprise wide strategies that elevate customer experience across the organization. This leader shapes decisions at the senior leadership level, oversees financial performance, and drives cultural and organizational transformation. Director of Customer Experience is responsible for providing strategic direction to foster a culture of patient and family centered care. Accountable to ensure successful deployment. Guides the evaluation, design, and implementation of patient experience programs at all points of service throughout the health system.

Requirements

Bachelor's Degree
Strategic thinker with demonstrated success in enterprise planning and execution.
Exceptional executive communication and stakeholder‑management skills.
Deep understanding of cultural transformation and organizational‑change principles.
Strong financial acumen related to budgeting, forecasting, and resource planning.
Ability to lead through influence and navigate complex organizational structures.

Responsibilities

Collaborates with Care Site, Business Unit and System Leadership to align priorities and resources with hospital and system goals and to oversee the deployment of facility level patient experience programs.
Develop and implement enterprise‑level customer experience strategy aligned to organizational goals.
Serve as a key influencer at the executive level, medical staff, clinical staff, ancillary and support staff shaping decisions that impact patient and customer experience.
Works in partnership with the hospital leadership to enhance an interdisciplinary team approach to the 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.
Serve as a thought leader and represent the organization at internal and external forums.
Provide leadership for service coaching, patient relations, customer service, and volunteer services.
Plans, implements, and provides appropriate support for key patient experience initiatives.
Provides strategic direction and guidance on publicly reported data to operational leaders and timelines for new guidelines, regulations, and processes.
Ensures adherence to standard work applicable to the roles and responsibilities within the department, as designed by the hospital and/or system.
Ensures compliance with all CMS and Joint Commission guidelines related to patient experience umbrella, complaints and grievances.
Ensure efforts are maximized for the campus.
Provide support for operational departmental leadership development and implement plans for improvement.
Ensures team creates a positive and professional atmosphere.
Promotes growth and employee retention.
Oversee departmental financial performance, ensuring optimized resource allocation and budget compliance.
As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.
The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time.