Customer Experience Training Specialist

Job Summary

Position is responsible for consulting, coaching and training department leaders and employees within specific care delivery sites on customer experience needs to develop a positive customer experience and optimize customer interactions. Responsible for collaborating with internal stakeholders on leveraging customer experience data to support enhancements to the customer experience.

Job Description

• Must reside in the Greater Houston area and able to travel to all Memorial Hermann locations.
• Desired Skills:
  • Experience in customer experience, patient experience, process improvement, or healthcare operations.
  • Strong analytical skills with the ability to interpret data and identify trends.
  • Experience presenting findings and recommendations to frontline staff and leadership.
  • Ability to develop and deliver engaging training and coaching programs.
  • Excellent communication, relationship-building, and consulting skills.
  • Strong organizational skills with the ability to manage multiple priorities independently.
  • Proficiency in Microsoft Excel and PowerPoint.
• Minimum Qualifications:
  • Education: Bachelor’s degree in a relevant field is required.
  • Licenses/Certifications: (None)
  • Experience / Knowledge / Skills: Two (2) years of professional experience in education, business healthcare, and/or related to customer experience required.
  • Highly proficient in disaggregating and analyzing data and telling stories using data to drive business outcomes.
  • Experience creating and delivery training materials for various audiences.
  • Highly proficient in Microsoft Office suite, such as Excel and PowerPoint.

Principal Accountabilities

• Works as a consultant to build and maintain positive relationships with various system and function department leaders to accomplish goals that improve or optimize customer experiences.
• Create and develop content related to the needs of the site.
• Conducts 1:1 observation, coaching and training of staff and/or leaders depending on site needs.
• Create and deliver new and/or existing presentations depending on site needs.
• Collaborates closely with the Consumer Experience Analytics team to analyze customer experience data to then be shared with the site leaders.
• Utilize Consumer Experience Analytics data to create and development training content to share with site leaders.
• Supports leaders through trainings, observations and action planning to ensure customer experience needs and customer metrics are met.
• Create consumer experience-related content for various communication methods using platforms such as Social Chorus and Publisher for distribution to targeted audiences with the assistance of Internal Communications and/or Marketing depending on the needs and work required.
• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as a resource to less experienced staff.
• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards of providing safe, caring, personalized and efficient experiences to patients and our workforce.