Director, (Market) Consumer Experience

Consumer Experience Leader

Responsible for delivering the priorities and expected outcomes with a targeted focus on deploying the national Consumer Experience (CX) vision and goals in each market. Lead the critical connection between the national strategy and market-level operations driving market level accountability for all functions across the entire consumer and patient journey. Work in a highly matrixed organization, with close connection to the market leadership as well as the National CX organization.

Provide market subject matter expertise regarding best practices and service standards for an exceptional consumer and patient experience. Partner with the Contact Center and operations leaders.

Collect Voice of the Customer (VOC) insights and prioritize actions for experience excellence including real time feedback for review with the Patient and Family Advisory Council (PFACs). Drive post-encounter engagement with consumer-friendly education. Lead systems and solutions for service recovery throughout all aspects of the consumer and patient journey.

Lead the enablement workstreams to ensure all associates and partners deliver differentiated experiences through personalized, compassionate care. Provide in-market education, tools and resources to best deliver the brand promise of compassionate personalized care.

Ensure an inclusive experience that allows for full and equitable experience encounters.

Lead market reviews and collaborate with local partners to ensure restorative spaces necessary for an exceptional experience.

Provide insights and communication for the experience data ecosystem, translating VOC data into value added actions.

Education :

• High School diploma equivalency with 5 years of applicable cumulative job specific experience required, with 2 of those years being in leadership / management OR Associate's degree / Bachelor's degree with 3 years of applicable cumulative job specific experience required, with 2 of those years being in leadership / management.

Additional Preferences :

Ascension Seton, based in Austin, Texas, has provided thousands of associates and caregivers a rewarding career in healthcare since 1902. Ascension Seton operates more than 100 clinical locations in Central Texas and four teaching hospitals, including Dell Seton Medical Center at The University of Texas and Dell Children's Medical Center. Join us and create a career path you will love.

Ascension is a leading non-profit, faith-based national health system made up of over 134,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.

Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex / gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws.