Vice President Customer Digital Experience

OhioHealth • Columbus, OH

1d

About The Position

The Vice President of Customer Digital Experience is a transformative leader responsible for designing, delivering, and continuously improving the end-to-end digital front door for the health system. This role will reimagine how consumers discover, access, engage with, and navigate care, creating an experience that is intuitive, personalized, and frictionless. As a critical pillar of the organization’s strategy to differentiate on experience, this leader will integrate digital capabilities across scheduling, access, communication, navigation, and virtual care, ensuring that every interaction reflects ease, transparency, and trust. OhioHealth's customer-centric aspirations are reliant on technology, digital, and AI to enable personalized experiences. In close partnership with IT, this role is central to repositioning the health system as a customer-preferred brand—one that is easy to access, simple to navigate, and deeply responsive to individual needs. By removing friction and creating intuitive

Requirements

• Bachelor's Degree

Responsibilities

• Partner closely with IT leadership, enterprise architecture, and digital engineering teams to translate consumer experience priorities into scalable, secure, and interoperable technology solutions that align with enterprise platforms, infrastructure, cybersecurity, and EHR/CRM roadmaps.
• Lead through agile ways of working, partnering with product managers, designers, developers, and operational stakeholders to prioritize the digital access backlog, define MVPs, accelerate delivery, and continuously improve solutions based on consumer feedback, data, and measurable outcomes.
• Collaborate on a shared operating model with IT and cross-functional agile teams that clarifies governance, decision rights, release planning, and accountability—ensuring digital initiatives move quickly while meeting clinical, regulatory, integration, and operational requirements.
• Define and execute a bold, consumer-centric digital access strategy aligned to enterprise growth and experience goals.
• Continually refine the health system’s “digital front door” vision, integrating web, mobile, patient portals, virtual care, and emerging technologies.
• Partner with executive leadership to position digital access as a key market differentiator.
• Define a digital strategy aligned to access, engagement, and care delivery.
• Lead digital innovation efforts including AI-driven navigation, chatbots, and emerging solutions.
• Lead end-to-end redesign of consumer journeys—from awareness and search through scheduling, care delivery, and follow-up.
• Embed human-centered design principles and voice-of-customer insights into all digital experiences.
• Eliminate friction in high-impact moments (e.g., finding care, scheduling, referrals, billing transparency).
• Own the end-to-end digital patient experience across web, mobile, portals, and emerging platforms.
• Improve digital access, automation and self-service in support of DRIVE.
• Own enterprise digital access performance, including online scheduling, self-service utilization, wait times, and conversion rates.
• Expand digital capabilities such as real-time scheduling, automated triage, digital intake, and proactive outreach.
• Ensure seamless interoperability across EHR, CRM, contact center, and digital platforms.
• Create a unified experience across digital, contact center, and in-person access points.
• Align digital channels with call center operations to enable channel fluidity and consistent experiences.
• Drive adoption of digital tools among consumers, caregivers, and providers.
• Leverage analytics, AI, and CRM capabilities to personalize consumer interactions and anticipate needs.
• Develop dashboards and KPIs that track access, experience, growth, and digital engagement.
• Use insights to continuously refine access strategies and improve conversion and retention.
• Optimize usability, accessibility, and personalization across digital touchpoints.
• Establish governance to review and monitor digital communications for compliance and customer preference.
• Monitor market trends and emerging technologies (AI, digital navigation, care-at-home, etc.).
• Pilot and scale innovative access solutions that set the organization apart in the market.
• Manage and continuously improve tech stack related to experience, reputation and marketing.
• Build partnerships with external vendors, startups, and technology leaders.
• Build and lead a high-performing, cross-functional team across digital product, UX, access operations, and analytics.
• Establish governance models that align clinical, operational, and digital priorities.
• Collaborate closely with IT, marketing, operations, and clinical leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive