System Director Consumer Experience | AdventHealth Corporate

Location Address: 900 Hope Way, Altamonte Springs, Florida 32714

Top Reasons to Work at AdventHealth Corporate

• Great benefits
• Immediate Health Insurance Coverage
• Career growth and advancement potential

• Full-Time, Monday â“ Friday

You Will Be Responsible For:

• Leads AdventHealth wide initiatives focused on consumer experience within and across our connected network effectively, on budget and within timeline
• Partners closely with consumer division colleagues to prioritize and address efforts that most impact the human experience for our consumers
• Leads development of AdventHealth-wide experience blueprints to best exhibit our service standards for both consumers and team members
• Facilitates large collaborative groups focused on experience design or improvement
• Collaborates with market leaders to operationalize system-wide experience blueprints at the local level
• Serves as a thought leader for the system in broad conceptual design of the consumer experience, and how the actual experience delivered integrates with achievement of our consumer promises and engage the consumer imperative
• Represents the consumer experience voice for AdventHealth in the marketplace (panels, speaking engagements, etc)
• Leads and develops the consumer experience function and direct reports to best meet the needs of AdventHealth, partnered closely with fellow Consumer Division leaders and other departments with research/design expertise
• Forges effective matrixed partnerships with key stakeholders in corporate and market leadership, patient experience, brand/marketing, clinical, HR, IT digital, operations and strategy
• Orchestrates and prioritizes consumer journey mapping across the AdventHealth connected network in a way that yields the most impact to overall consumer experience and achievement of our 2030 AdventHealth aspirations
• Leverages in depth persona development, empathy-based research, and experience design concepts, creating the ideal experience for our consumers
• Facilitates experience vision by researching, conceiving, sketching, prototyping and testing experiences
• Effectively leverages storytelling and mapping technology to share consumer journeys with all levels of the organization in a way that captures the heart and creates a compelling case for change
• Partners closely with Consumer Division innovation team to affect change in experience for consumers within our venues and across the complete journey
• Serves as a subject matter expert on experience trends and best practices in developing innovative content and strategies based on team member and consumer needs, behaviors, and expectations
• Works closely with CXO to identify structure needed to deliver on Consumer Experience requirements of the future

Education and Experience Required:

• Masterâ™s degree in Marketing, Customer Experience, Industrial Design, Business, or Healthcare
• Ten (10) years of experience with progressive roles in the Consumer/Customer Experience (CX), Marketing, Process Improvement, Design Thinking, and/or creative communications field
• Five (5) years of experience in a leadership position with demonstrated skills in team building, goal achievement, successful project management, education and consulting

Licensure, Certification, or Registration Required:

• Customer Experience Certification or Design Thinking Certification

Knowledge and Skills Required:

• Strong leadership skillset with demonstrated experience in building matrixed partnerships to achieve results
• Project management expertise with examples of large complex initiative success
• Solid background in comprehensive consumer journeys, with ability to conceptualize and orchestrate mapping across a complex variety of consumer personas and connected network pathways
• Background in user/customer research such as observational studies, interviews, surveys and usability testing
• Extensive experience in using CX design best practices to design experiences, and a deep understanding of the patient experience
• Demonstrated knowledge, experience and application of human-centered design and design thinking
• Vendor management skills to direct the work of our consumer experience vendor partners
• Strong public presentation skills, with a demonstrated track record of speaking
• Attention to detail, ability to lead, organize and work on multiple initiatives/projects without compromising work
• Deep knowledge of what impacts consumer/patient experience in healthcare, or comparable consumer experience knowledge from other industries
• Data curious skillset with a working knowledge of statistics and ability to interpret consumer insights and apply to major initiatives
• Experience working with all levels of a healthcare or comparable organization, with strong communication skills to engage any level worker
• Highly proficient in relevant creative and experience design software (e.g. Illustrator, Photoshop, Adobe CC and journey mapping applications)

The System Director of Consumer Experience specializes in leading the development and design of experiences for consumers across AdventHealth. Responsibilities include aligning experiences with human needs through human-centered designâ¦identifying and prioritizing the everyday moments that matter most in the human experience of healthcare. This role plans, leads and collaborates on initiatives focused on the complete immersive consumer experience, including people, process and place, with a deep understanding of how the digital experience integrates across the consumer journey.  This role serves as a change agent, and is responsible for driving conceptual thinking, vision and interpretation of the organizationâ™s strategy, as it relates to consumer experience. The System Director orchestrates and oversees complete mapping of the consumer journey across the AdventHealth connected network, and prioritizes opportunity for experience improvement and re-design.  This role will drive the design of human experiences that are holistic and reach our internal and external audiences in a way that supports our mission and business, while also strengthening our brand equity and reach.

The System Director will shape and grow world-class solutions that engage team members to positively influence the consumer experience across our national brand. This role has equal parts ideation/concept development expertise, and creative design mastery. This role partners closely with Consumer Division/Experience Strategy colleagues and leadership at both the corporate and market levels to identify, prioritize and drive initiatives that impact the human experience of those we serve.  Expert collaboration and matrixed partnership skills are a core requirement of this role, with strong liaisons to brand/marketing, the design center, IT-digital, clinical, human resources, operations and strategy.  This role provides vision for the broad picture of consumer experience across our entire system, while working closely with leaders in our markets to connect broad strategies to local operationalization.  The System Director fosters a healthy and effective creative culture throughout the organization with a focus on strong communication, collaboration, innovation, process and workflow practices.