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System Director Consumer Experience

Posted on Apr 6, 2021 by American Hospital Association

Florida, FL
Retail Trade
Immediate Start
Annual Salary
Full-Time


Leads AdventHealth wide initiatives focused on consumer experience within and across our connected network effectively, on budget and within timeline
Partners closely with consumer division colleagues to prioritize and address efforts that most impact the human experience for our consumers
Leads development of AdventHealth-wide experience blueprints to best exhibit our service standards for both consumers and team members
Facilitates large collaborative groups focused on experience design or improvement
Collaborates with market leaders to operationalize system-wide experience blueprints at the local level
Serves as a thought leader for the system in broad conceptual design of the consumer experience, and how the actual experience delivered integrates with achievement of our consumer promises and engage the consumer imperative
Represents the consumer experience voice for AdventHealth in the marketplace (panels, speaking engagements, etc)
Leads and develops the consumer experience function and direct reports to best meet the needs of AdventHealth, partnered closely with fellow Consumer Division leaders and other departments with research/design expertise
Forges effective matrixed partnerships with key stakeholders in corporate and market leadership, patient experience, brand/marketing, clinical, HR, IT digital, operations and strategy
Orchestrates and prioritizes consumer journey mapping across the AdventHealth connected network in a way that yields the most impact to overall consumer experience and achievement of our 2030 AdventHealth aspirations
Leverages in depth persona development, empathy-based research, and experience design concepts, creating the ideal experience for our consumers
Facilitates experience vision by researching, conceiving, sketching, prototyping and testing experiences
Effectively leverages storytelling and mapping technology to share consumer journeys with all levels of the organization in a way that captures the heart and creates a compelling case for change
Partners closely with Consumer Division innovation team to affect change in experience for consumers within our venues and across the complete journey
Serves as a subject matter expert on experience trends and best practices in developing innovative content and strategies based on team member and consumer needs, behaviors, and expectations
Works closely with CXO to identify structure needed to deliver on Consumer Experience requirements of the future


Qualifications


What You Will Need
Education and
Experience Required


Masters degree in Marketing, Customer Experience, Industrial Design, Business, or Healthcare
Ten (10) years of experience with progressive roles in the Consumer/Customer Experience (CX), Marketing, Process Improvement, Design Thinking, and/or creative communications field
Five (5) years of experience in a leadership position with demonstrated skills in team building, goal achievement, successful project management, education and consulting




Reference: 1152696797

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