Customer Experience Specialist

Introduction

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

Reporting to the Director, Customer Experience and Hospitality Services, the Customer Experience Specialist is a strategic partner responsible for leading the development, coordination, execution, and management of strategic consulting in support of the care site and Ohio Health Customer Experience Office, geared towards creating a world class experience across all touch points and interactions for patients, families, providers and associates through leadership/cultural engagement, service excellence, and continuous improvement.

In conjunction with the key organizational leaders and constituents, leads the implementation of organizational strategic initiatives, education/training, and continuous improvement efforts to enhance the customer experience and organizational performance leveraging Lean Six Sigma, Change Management, and other leading improvement approaches.

Strategic Consulting – Lead the development, coordination, execution, and management of system wide strategic consulting and training initiatives for the care site and Ohio Health Customer Experience Office. Implement organizational strategic initiatives and enhance the customer experience. Lead and coordinate cross‑functional continuous improvement and transformational projects leveraging Lean, Six Sigma, Change Management, and other leading improvement approaches. Facilitate multidisciplinary customer focus groups to gather voice of the customer and identify opportunities for improvement.

Provide coaching, organizational support, and access to best practices and resources (e.g. Press Ganey Solution Starters, Beryl Institute, Advisory Board, IHI, Studer). Inform and support change management strategy and build buy‑in for internal standards and systems changes. Governance of customer experience committees and integration into organizational structure. Develop comprehensive presentations and status reports for senior leadership.

Training and Education Management – Lead the design and implementation of a robust customer experience training strategy across the system. Craft and support execution of implementation, communication, and education plans. Create, develop, evaluate, and update training materials and curriculum. Facilitate small and large‑group meetings and trainings. Promote professional growth and additional duties as assigned.

Drive insightful findings from quantitative and qualitative data. This is a detail‑oriented, member‑facing role that requires multi‑tasking and effective communication to deliver first‑class results. Proactive planning, smart strategy, political savviness, and practical thinking are essential. Strong interpersonal and organizational skills, including oral and written communication, are required. Ability to develop specific goals and plans to prioritize, organize and accomplish tasks.

• Bachelor's Degree (required)

• Field of Study:
  Healthcare, Nursing or Business Administration or related
• Years of experience: 3

• Master's Degree preferred
• Project Management training/required (PMP preferred)
• Facilitation/training required Lean, Six Sigma and/or Change Management training/Certification preferred (Green or Black Belt)
• Minimum of 3+ years of relevant professional experience
• Experience in leadership, healthcare administration, operations improvement, organizational development, and/or consulting position
• Professional work experience in the training and development profession; healthcare and customer service experience required
• Understanding of service, retail and/or hospitality industry best practices (e.g., Disney, Studer)
• Facilitation/training required, including curriculum development
• Public speaking skills and ability to…