SVP, Chief Consumer Officer

Department

Ohiohealth Administration

JOB CODE: 0181

JOB PROFILE NAME: SVP Chief Consumer Experience Officer

Reporting to the Executive Vice President, Chief Administrative Officer, the Chief Consumer Officer (CCO) will be responsible for providing executive leadership and management of Ohio Health’s Consumer Experience Charter. This leader will lead the development of innovative marketing strategies that increase awareness, relevance, respect, and revenue among consumers, partners, payers and all target audiences. They will inject a consumer experience mindset into all parts of the organization.

Additionally, they will use data and insights as a foundational underpinning to the work to be done to help Ohio Health be the safest, easiest to use health system.

The CCO will lead a team of approximately 200+ people spanning the following functions:

• Consumer Insights, e.g. consumer research, consumer insights, customer segmentation, market analysis.
• Marketing & Branding, e.g. brand standards & evolution, loyalty & CRM, advertising, creative services, service line / business unit marketing, sponsor ships.
• Patient Experience, e.g. patient and family experience, customer behavior analysis, associate & physician behavior analysis, experience design, instilling customer-centricity throughout the organization (note: will dually report to the Chief Operating Officer).
• Product & User Experience, e.g. consumer journey and digital navigation analysis, digital front door strategy, “Find a Doc” experience, elevated consumer / patient CX optimization.
• Consumer Ease & Access, e.g. alignment and coordination of all ease and access strategies across the organization, including appointments, scheduling, operating hours, etc.
• Communications & Reputation Management, e.g. internal and external communications, media & public relations, issues management, event planning, visual media services, strategic partnerships.
• Data & Analytics, e.g. partner closely with Chief Data & Analytics Officer to define and manage outcome-focused consumer metrics to increase engagement and relationship with consumers, define and execute strategies leveraging data and AI including personalization and seamless omnichannel experience, etc.

Reporting to the Executive Vice President, Chief Administrative Officer, the Chief Consumer Officer (CCO) will be responsible for providing executive leadership and management of Ohio Health’s Consumer Experience Charter. This leader will lead the development of innovative marketing strategies that increase awareness, relevance, respect, and revenue among consumers, partners, payers and all target audiences. They will inject a consumer experience mindset into all parts of the organization.

Additionally, they will use data and insights as a foundational underpinning to the work to be done to help Ohio Health be the safest, easiest to use health system. The CCO will lead a team of approximately 200+ people spanning the following functions:

• Consumer Insights, e.g. consumer research, consumer insights, customer segmentation, market analysis.
• Marketing & Branding, e.g. brand standards & evolution, loyalty & CRM, advertising, creative services, service line / business unit marketing, sponsor ships.
• Patient Experience, e.g. patient and family experience, customer behavior analysis, associate & physician behavior analysis, experience design, instilling customer-centricity throughout the organization (note: will dually report to the Chief Operating Officer).
• Product & User Experience, e.g. consumer journey and digital navigation analysis, digital front door strategy, “Find a Doc” experience, elevated consumer / patient CX optimization.
• Consumer Ease & Access, e.g. alignment and coordination of all ease and access strategies across the organization, including appointments, scheduling, operating hours, etc.
• Communications & Reputation Management, e.g. internal and external communications, media & public relations, issues management, event planning, visual media services, strategic partnerships.
• Data & Analytics, e.g. partner closely with Chief Data & Analytics Officer to define and…