Customer Experience Specialist

Responsibilities

• Strategic Consulting
• Strategic leader responsible for leading the development, coordination, execution, and management of system wide strategic consulting and training initiatives for the care site and OhioHealth Customer Experience Office
• In conjunction with the key organizational leaders and constituents, leads the implementation of organizational strategic initiatives and efforts to enhance the customer experience and organizational performance
• Lead, facilitate and coordinate cross functional continuous improvement and transformational projects leveraging Lean, Six Sigma, Change Management, and other leading improvement approaches to analyze performance indicators to identify/prioritize opportunities for improvement, and develop and implement action plans
• Lead and facilitate multidisciplinary customer focus groups to glean voice of the customer and identify areas of opportunity and optimization for inpatient, outpatient or emergency department areas
• Provides coaching, organizational support, and access to experience improvement best practices and resources i.e., Press Ganey Solution Starters, Beryl Institute, Advisory Board, IHI, Studer, and other s
• Inform and support execution of change management strategy and build buy in for internal standards and systems changes by facilitating workshops with care site leaders and organizational constituents
• Develop, execute, facilitate, and govern key customer experience committees and integrate into organizational structure
• Develops comprehensive presentations and status reports for senior leadership in support of key strategic initiatives, including but not limited to Executive Team Meetings, and other key forums
• Serves as a liaison to the Customer Experience Office, supports the Customer Experience Office delivery model and customer experience initiatives
• Participate in long and short-term program development and strategic planning, develop strategies and tactics to ensure desirable deliverables, and coordinate/assign resources

Training & Education Management

• In partnership with organizational learning and other constituents, leads the design and implementation of a robust customer experience training strategy across the system leveraging world class experience practices and focused on leadership/cultural engagement, service excellence, and continuous improvement; including but not limited to new associate orientation, leadership and provider workshops, annual LMS competency, and system-level associate enrichment
• Craft and support execution of implementation, communication, and education plan to ensure timely development, testing and training around new processes and new system deployments
• Creates, develops, evaluates, and updates training materials and curriculum for Customer Experience Office
• Leads and facilitates small and large-group Meetings and trainings relevant to the customer experience

Qualifications

• Bachelor's Degree
• Master's Degree preferred
• Project Management training/required (PMP preferred)
• Facilitation/training required, including curriculum development
• Public speaking skills and ability to develop contextually rich and visually compelling presentations to communicate complex concepts
• Computer proficiency and Experience in the following environments: Microsoft Word, PowerPoint, Excel, Visio, Project
• Exceptionally strong analytic abilities, with a proven track record