Director Consumer Strategy

3 weeks ago

Altamonte Springs, United States AdventHealth Corporate Full time

**All the benefits and perks you need for you and your family**:

- Benefits from Day One
- Career Development
- Whole Person Wellbeing Resources
- Mental Health Resources and Support

**Our promise to you**:
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that **together** we are even better.

**Shift** : Monday-Friday

**Job Location** : Remote

**The role you’ll contribute**:
The Director, Consumer Strategy and Engagement is responsible for providing leadership that delivers a seamless, consumer centric experience across acute, non-acute and post-acute care environments. The position has significant impact on the overarching goals of increasing consumer loyalty and network integrity. The position develops the vision, organizational and financial plan, and provides divisional strategic oversight on the long and short-term strategies that unify and connect all network nodes and patient access points to achieve brand loyalty and preference, business volume and market share growth, competitive advantage, market relevance and sustainability through strategic consumer engagement and connectivity, experience delivery, performance monitoring, consumer listening, and development of a culture of hospitality. Manages organizational, business, financial and strategic goals, as well as the related metrics to ensure alignment with the business plan.

The position is a strategic change agent and champion for the continuum of care that ensures divisional alignment and works in partnership with AdventHealth’ s key executives and leaders such as AIT, care navigation, consumer strategy, consumer experience center and others to influence future growth and viability. The position is an influencer that partners collaboratively with SEO’s, CEO’s and Vice Presidents as well as key patient access/connection points, including but not limited to: acute care, urgent care, express care, virtual care, employed physician group, imaging, lab, ambulatory surgery centers, physical therapy, home care, home infusion and skilled nursing facilities to achieve consumer loyalty and network integrity.

**The value you’ll bring to the team**:

- Manages an organizational structure that strategically and operationally supports the consumer experience management model.
- Leverages divisional, system and national partnerships to drive consumer objectives. Effectively works in a collaborative decision-making approach with the acute care, non-acute care and post-acute care service organizational structures to execute the consumer strategy and identify areas of opportunity to continually improve the consumer experience.
- Engagement & Connectivity: Working in partnership with executive leadership, develops, implements and manages a seamless patient access, navigation, and care transition model to create and achieve business growth, network connectivity, network integrity, competitive advantage, market relevance and sustainability through the development and expansion of patient access and navigation across the Consumer Delivery Network.
- Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touchpoints
- Experience Delivery: Develop and consistently deliver in partnership with operations an immersive consumer experience across the full continuum of care through the intentional integration of the AdventHealth Brand Experience Place, the digital platform, core service standards & journey process efforts.
- Performance Monitoring: Develops and analyzes effective performance tracking mechanisms, including monthly reporting and metrics-based outcomes to determine overall performance of the consumer experience management model, modifying the model as needed to support the division’s strategic and business organizational goals.
- Provides financial analysis of the model and develops operational budget based upon corporate/division guidelines for departmental budgets.
- Develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.
- **Consumer Network and Intelligence**: Develop consumer listening points across the full continuum of care that allow for performance tracking, enhance campaign development, inform customer service efforts, and enable concept testing.
- Culture of Hospitality: Partner with HR and operations to ensure that a culture of hospit

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