Consumer Experience Manager

Location: Statewide Coverage

About the role

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.

Responsibilities

• Market Alignment: Facilitate market-level operations with the Consumer Experience vision and strategic priorities.
• Relationship Management: Build and maintain strong relationships with key stakeholders and market leaders. Facilitate effective communication and collaboration to drive alignment and accountability.
• Stakeholder Communication: Ensure transparent and consistent communication with all stakeholders, addressing concerns and feedback promptly to foster trust and engagement.
• Service Commitments: Drive market-wide engagement and adoption of Service Commitments, reinforcing through a tie-back to proactive recovery and ongoing behaviors/actions.
• Service Recovery: 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.
• Data Utilization: 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.
• Performance Analysis: 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.

Requirements

• High school diploma/GED with 2 years of experience, or Associate's degree, or Bachelor's degree required.
• 3 years of experience required.
• 5 years of experience preferred.
• 1 year of leadership or management experience preferred.

Qualifications

Healthcare leadership experience strongly preferred.

Benefits

• Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA options
• Financial security & retirement: employer-matched 403(b), planning and hardship resources, disability and life insurance
• Time to recharge: pro-rated paid time off (PTO) and holidays
• Career growth: Ascension-paid tuition (Vocare), reimbursement, ongoing professional development and online learning
• Emotional well-being: Employee Assistance Program, counseling and peer support, spiritual care and stress management resources
• Family support: parental leave, adoption assistance and family benefits
• Other benefits: optional legal and pet insurance, transportation savings and more

Schedule

Full-time days