Customer Experience Specialist

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 and training initiatives across the health system, focusing on creating outstanding experiences for patients, families, providers, and associates. The role involves implementing organizational initiatives, leading continuous improvement projects using Lean Six Sigma and change management, facilitating workshops and committees, and developing leadership and workforce symposiums. Key responsibilities include coaching teams, supporting change management strategies, and providing comprehensive presentations to senior leadership.

Responsibilities And Duties

Strategic consulting & training initiatives for the care site and OhioHealth Customer Experience Office.

Lead cross‑functional continuous improvement and transformational projects leveraging Lean, Six Sigma, and Change Management.

Facilitate multidisciplinary customer focus groups and develop action plans based on data.

Provide coaching, organizational support, and access to improvement best practices.

Support execution of change management strategy and build buy‑in for internal standards.

Develop and govern key customer experience committees and integrate them into the organizational structure.

Create comprehensive presentations and status reports for senior leadership.

Serve as liaison to the Customer Experience Office and support its delivery model.

Participate in program development, strategic planning, and resource coordination.

Design and implement a robust training strategy leveraging world‑class experience practices.

Create, evaluate, and update training materials and curriculum.

Lead small and large‑group meetings and trainings related to customer experience.

Promote professional growth and undertake special projects as needed.

Minimum Qualifications

Bachelor's Degree (Required)

Additional Qualifications

Master's Degree preferred (Healthcare Administration, Business Administration, Nursing or related).

Project Management training required, PMP preferred.

Lean, Six Sigma, and/or Change Management training/Certification preferred (Green or Black Belt).

Minimum of 3 + years of relevant professional experience in leadership, healthcare administration, operations improvement, organizational development, and/or consulting.

Professional work experience in training and development profession.

Large‑scale project management experience.

Healthcare and customer service experience required.

Understanding of service, retail and/or hospitality industry best practices (e.g., Disney, Studer).

Public speaking skills and ability to develop clear presentations.

Computer proficiency in Microsoft Word, PowerPoint, Excel, Visio, Project.

Exceptional analytical abilities, with a proven track record of driving insightful findings from quantitative and qualitative data.

Detail‑oriented, member‑facing role that requires multi‑tasking and effective communication.

Proactive planning, smart strategy, political savviness, and practical thinking.

Strong interpersonal and organizational skills, including oral and written communication.

Ability to develop specific goals and plans to prioritize, organize, and accomplish tasks.

Position Details
Work Shift:

Day

Scheduled Weekly Hours:

40

Department:

Customer Experience Office

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 person 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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