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.

Job Description Summary
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 OhioHealth 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.

Responsibilities and Duties
Strategic Consulting

– Lead the development, coordination, execution, and management of system wide strategic consulting and training initiatives for the care site and OhioHealth 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.

Minimum Qualifications

Bachelor's Degree (required)

Additional Job Description

Field of Study: Healthcare, Nursing or Business Administration or related

Years of experience: 3

Specialized Knowledge

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 develop contextually rich and visually compelling presentations to communicate complex concepts

Computer proficiency – Microsoft Word, PowerPoint, Excel, Visio, Project

Exceptionally strong analytic abilities with a proven track record

Work Shift
Day

Scheduled Weekly Hours
40

Department
Customer Experience Office

Equal Employment Opportunity
OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all persons in all aspects of the associate‑employer relationship, including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment.

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