Director of Consumer Experience

Indianapolis, IN, United States

**Details**

+ **Schedule:** 40 hours, M-F

+ **Hospital:** St. Vincent

+ **Location:** Indinapolis, IN

**The ideal candidate would:**

+ Have a Bachelors Degree or higher (Masters preferred)

+ Have 5+ years of experience with consumer experience (in healthcare setting preferred)

+ Has a background in Operations and Cross-functional Collaboratorations

+ Be able to drive data driven improvements across the Indiana market

**Benefits**

Paid time off (PTO)

Various health insurance options & wellness plans

Retirement benefits including employer match plans

Long-term & short-term disability

Employee assistance programs (EAP)

Parental leave & adoption assistance

Tuition reimbursement

Ways to give back to your community

_*Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example: Travel, PRN, Short-Term Option, etc.). Actual compensation offer will vary based upon role, education, experience, location, and qualifications. Connect with your Talent Advisor for additional specifics._

**Responsibilities**

Lead and operationalize Ascension Consumer Experience (CX) strategy in the market.

+ Provide leadership for a friction-free access experience by providing insights partnering with Contact Center and operations leaders. Deploy listening posts to capture Voice of the Customer (VOC) for insights and prioritized actions for experience excellence including but not limited to real time feedback and Patient and Family Advisory Council (PFACs).

+ Lead people enablement workstreams to ensure all Ascension Associates and partners who engage with our patients flourish and deliver differentiated experiences through personalized, compassionate care and leads as the Market SME for best practices and service standards for an exceptional consumer and patient experience.

+ Provide in-market education, tools, and resources to best deliver on our brand promise of compassionate personalized care and lead market reviews and collaborate with Ministry Wide Function partners for ensure restorative spaces necessary for an exceptional experience.

+ Ensure an inclusive experience that allows for full and equitable experience encounters and drives post-encounter engagement with consumer-friendly education.

+ Lead systems and solutions for service recovery throughout all aspects of the consumer and patient journey - including Pre/During/Post visits and leads insights and communication for our experience data ecosystem, translating VOC data into value added actions.

**Requirements**

Education:

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

**Why Join Our Team**

Ascension St. Vincent in Indiana has been providing rewarding careers in healthcare for over 148 years. With 24 hospitals throughout the greater Indianapolis and Evansville areas, Ascension St. Vincent offers careers in a wide range of services including acute and long-term care, bariatrics, cancer care, cardiovascular services, emergency services, neuroscience, orthopedics, pediatric services, primary and urgent care, women's health services and more.

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.

**Equal Employment Opportunity Employer**

Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf) poster or EEO Know Your Rights (Spanish) (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRightsSp_10_20.pdf) poster.

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

Pay Non-Discrimination Notice (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

**E-Verify Statement**

This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.

E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)

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