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Customer Experience Strategist

2 months ago

Van Wert, Ohio, United States OhioHealth Full time
Job Summary

We are seeking a highly skilled and experienced professional to join our team as a Customer Experience Strategist. As a key member of our Customer Experience Office, you will play a critical role in developing and implementing strategic initiatives to enhance the patient experience across all touchpoints and interactions.

Key Responsibilities
  • Lead the development, coordination, and execution of strategic consulting services to support the care site and OhioHealth Customer Experience Office.
  • Collaborate with key organizational leaders and constituents to implement organizational strategic initiatives, education/training, and continuous improvement efforts.
  • Provide expertise in Lean Six Sigma, Change Management, and other leading improvement approaches to drive service excellence and organizational performance.
  • Develop and deploy educational/training programs to enhance the customer experience and organizational performance.
  • Create, execute, and innovate service/operational excellence standards and best practices.
  • Interpret data and other performance indicators to inform strategic decisions.
  • Lead the development and coordination of leadership and workforce symposiums relevant to the organizational experience.
Requirements
  • Bachelor's Degree in Healthcare Administration, Business Administration, Nursing, or related field.
  • Minimum of 3+ years of relevant professional experience in leadership, healthcare administration, operations improvement, organizational development, and/or consulting.
  • Project Management training and certification (PMP preferred).
  • Lean, Six Sigma, and/or Change Management training/Certification (Green or Black Belt preferred).
  • Exceptional analytical and problem-solving skills, with a proven track record of driving insightful findings from quantitative and qualitative data.
  • Strong interpersonal and organizational skills, including oral and written communication.
  • Ability to develop specific goals and plans to prioritize, organize, and accomplish tasks.
Work Environment

This is a detail-oriented, member-facing role that requires multi-tasking and effective communication to deliver first-class results. The ideal candidate will be a proactive planner with strong strategic thinking, political savvy, and practical problem-solving skills.

About OhioHealth

OhioHealth is a comprehensive health system that provides a wide range of healthcare services to patients across the state. We are committed to delivering high-quality, patient-centered care and are seeking talented professionals to join our team.