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Chief of Customer Engagement

2 months ago

Marquand, Missouri, United States Ascension Full time

Position Overview

As the Chief of Customer Engagement, you will play a pivotal role in shaping the consumer experience strategy within our organization. This position requires a deep understanding of customer needs and a commitment to enhancing service delivery.

Key Details

+ Schedule: Full-time, Monday to Friday

+ Organization: Ascension

Ideal Candidate Profile

+ Possesses a Bachelor’s degree or higher (Master’s degree preferred)

+ Has over 5 years of experience in consumer engagement, preferably in a healthcare environment

+ Demonstrates expertise in Operations and Cross-functional Collaboration

+ Capable of driving data-informed enhancements across the consumer landscape

Benefits Offered

Generous paid time off (PTO)

Diverse health insurance options and wellness initiatives

Retirement plans with employer matching

Long-term and short-term disability coverage

Employee assistance programs (EAP)

Parental leave and support for adoption

Tuition reimbursement opportunities

Community engagement initiatives

Note: Benefits and eligibility may vary by position, and exclusions may apply. Actual compensation will depend on role, education, experience, location, and qualifications. Please consult with your Talent Advisor for further details.

Core Responsibilities

Lead and implement the Ascension Consumer Experience (CX) strategy within the market.

+ Provide strategic direction for seamless access experiences by collaborating with Contact Center and operational leaders. Establish feedback mechanisms to gather the Voice of the Customer (VOC) for actionable insights aimed at enhancing the overall experience.

+ Spearhead initiatives that empower all Ascension associates and partners to deliver personalized, compassionate care, serving as the Market Subject Matter Expert (SME) for best practices and service standards.

+ Facilitate in-market training, tools, and resources to uphold our commitment to compassionate care, and collaborate with various partners to ensure environments conducive to exceptional experiences.

+ Champion inclusivity in all consumer interactions, fostering equitable experiences and encouraging post-encounter engagement through accessible educational resources.

+ Develop systems and strategies for service recovery throughout the consumer journey, translating VOC data into meaningful actions that enhance the overall experience.

Qualifications

Education:

+ High School diploma with 5 years of relevant experience, including 2 years in a leadership role, or an Associate's/Bachelor's degree with 3 years of relevant experience, including 2 years in a leadership capacity.

Why Join Ascension?

Ascension has a long-standing tradition of providing fulfilling careers in healthcare. As a leading non-profit, faith-based health system, we offer a wide array of services across numerous facilities. Our mission and values guide our commitment to making a positive impact in the communities we serve.

Equal Employment Opportunity

Ascension is committed to providing equal employment opportunities to all associates and applicants, ensuring a diverse and inclusive workplace.

Additional Information

Ascension participates in the Electronic Employment Verification Program. For more information, please refer to the E-Verify link.