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Job Description Summary:

JOB CODE: 0181
JOB PROFILE NAME: SVP Chief Consumer Experience Officer

Reporting to the Executive Vice President, Chief Administrative Officer, the Chief Consumer Officer (CCO) will be responsible for providing executive leadership and management of OhioHealth’s Consumer Experience Charter. This leader will lead the development of innovative marketing strategies that increase awareness, relevance, respect, and revenue among consumers, partners, payers and all target audiences. They will inject a consumer experience mindset into all parts of the organization. Additionally, they will use data and insights as a foundational underpinning to the work to be done to help OhioHealth be the safest, easiest to use health system.

The CCO will lead a team of approximately 200+ people spanning the following functions:
- Consumer Insights, e.g. consumer research, consumer insights, customer segmentation, market analysis.
- Marketing & Branding, e.g. brand standards & evolution, loyalty & CRM, advertising, creative services, service line / business unit marketing, sponsorships.
- Patient Experience, e.g. patient and family experience, customer behavior analysis, associate & physician behavior analysis, experience design, instilling customer-centricity throughout the organization (note: will dually report to the Chief Operating Officer).
- Product & User Experience, e.g. consumer journey and digital navigation analysis, digital front door strategy, “Find a Doc” experience, elevated consumer / patient CX optimization.
- Consumer Ease & Access, e.g. alignment and coordination of all ease and access strategies across the organization, including appointments, scheduling, operating hours, etc.
- Communications & Reputation Management, e.g. internal and external communications, media & public relations, issues management, event planning, visual media services, strategic partnerships
- Data & Analytics, e.g. partner closely with Chief Data & Analytics Officer to define and manage outcome-focused consumer metrics to increase engagement and relationship with consumers, define and execute strategies leveraging data and AI including personalization and seamless omnichannel experience, etc.

Responsibilities And Duties:

Minimum Qualifications:

Bachelor's Degree (Required)

Additional Job Description:

JOB PROFILE NAME: SVP Chief Consumer Experience Officer

Reporting to the Executive Vice President, Chief Administrative Officer, the Chief Consumer Officer (CCO) will be responsible for providing executive leadership and management of OhioHealth’s Consumer Experience Charter. This leader will lead the development of innovative marketing strategies that increase awareness, relevance, respect, and revenue among consumers, partners, payers and all target audiences. They will inject a consumer experience mindset into all parts of the organization. Additionally, they will use data and insights as a foundational underpinning to the work to be done to help OhioHealth be the safest, easiest to use health system. The CCO will lead a team of approximately 200+ people spanning the following functions:

-    Consumer Insights, e.g. consumer research, consumer insights, customer segmentation, market analysis.
-    Marketing & Branding, e.g. brand standards & evolution, loyalty & CRM, advertising, creative services, service line / business unit marketing, sponsorships.
-    Patient Experience, e.g. patient and family experience, customer behavior analysis, associate & physician behavior analysis, experience design, instilling customer-centricity throughout the organization (note: will dually report to the Chief Operating Officer).
-    Product & User Experience, e.g. consumer journey and digital navigation analysis, digital front door strategy, “Find a Doc” experience, elevated consumer / patient CX optimization.
-    Consumer Ease & Access, e.g. alignment and coordination of all ease and access strategies across the organization, including appointments, scheduling, operating hours, etc.
-    Communications & Reputation Management, e.g. internal and external communications, media & public relations, issues management, event planning, visual media services, strategic partnerships
-    Data & Analytics, e.g. partner closely with Chief Data & Analytics Officer to define and manage outcome-focused consumer metrics to increase engagement and relationship with consumers, define and execute strategies leveraging data and AI including personalization and seamless omnichannel experience, etc.

Key responsibilities will include, but not be limited to, the following:

-    Collaborate and work with the executive leadership team to address the most urgent marketing and consumer experience strategic priorities in order to support the growth and evolution of OhioHealth.
-    Develop a compelling vision for the consumer work with problem definition, scope validation, and outcome / KPI alignment to monitor and measure the success of initiatives.
-    Create the business case, develop and invest in a robust consumer insights capability in order to create consumer personas and help OhioHealth know consumers inside and out.
-    Leverage consumer insights to drive strategy and prioritize opportunities, helping reimagine healthcare through a consumer lens.
-    Help transform the consumer experience to address gaps in the journey and increase engagement; for example, digital scheduling, remote patient monitoring, pay transparency and billing, increased personalization and communication preferences.
-    Take an “EPIC-first” approach to consumer journeys, developing a roadmap that simplifies the experience for consumers.
-    Facilitate and enable a “consumer-centric” culture that is adapted by associates, physicians, and stakeholders across the organization; developing “customer maniacs” that impact moments that matter across the journey.
-    Develop digital capabilities that first solidify foundational experiences with EPIC and then enhance the digital engagement via AI tools, digital care ecosystems, and more.
-    Help develop a more robust “just in time” offering with ease of access to physician scheduling so that consumers can find the right provider, at the right time, at the right location, when they need it.
-    Provide navigation support so that no matter if a patient is in-person, on the phone, or in a digital channel, they can easily navigate and access the information and care they need.
-    Develop overarching governance and infrastructure to support these ambitious strategies.
 
Critical measures of success will include but not be limited to achieving top decile performance in the following areas:

-    Net Promoter Score
-    Patient Experience
-    Percentage of Appointments Scheduled Digitally
-    Navigation Satisfaction
-    Number of Net New Customers / Customer Retention
-    Brand Awareness, Preference, and Choice in each market

This leadership position will be based in Columbus, Ohio, where OhioHealth is headquartered.

MINIMUM QUALIFICATIONS

Education and Experience
-    A bachelor’s degree is required (and a master’s-level degree preferred) in marketing, business management or other relevant field.
-    10+ years of experience as the enterprise C-suite leader of a modern consumer-centric marketing function in a large healthcare, consumer products and/or services, retail, technology or other consumer-oriented company of comparable size and complexity (>= $7 billion in revenue) is highly preferred.
-    10+ years of experience as a direct report into the enterprise C-suite leader of a modern consumer-centric marketing function in a large healthcare, consumer products and/or services, retail, technology or other consumer-oriented company of larger size and complexity (>= $10 billion in revenue) is attractive.

Setting Strategy
-    The ability to create and articulate an inspiring vision for the organization, not only for the areas they are directly responsible for, but the enterprise as a whole.
-    The inclination to seek and analyze data from a variety of sources to support decisions and to align others with the organization's overall strategy.
-    An entrepreneurial and creative approach to developing new, innovative ideas that will stretch the organization and push the boundaries within the industry.
-    The ability to effectively balance the desire/need for broad change with an understanding of how much change the organization is capable of handling, to create realistic goals and implementation plans that are achievable and successful.

Executing for Results
-    The ability to set clear and challenging goals while committing the organization to improved performance; tenacious and accountable in driving results.
-    Comfortable with ambiguity and uncertainty; the ability to adapt nimbly and lead others through complex situations.
-    A risk-taker who seeks data and input from others to foresee possible threats or unintended circumstances from decisions; someone who takes smart risks.
-    A leader who is viewed by others as having a high degree of integrity and forethought in their approach to making decisions; the ability to act in a transparent and consistent manner while always taking into account what is best for the organization.

Leading Teams
-    The ability to attract and recruit top talent, motivate the team, delegate effectively, celebrate diversity within the team, and manage performance; widely viewed as a strong developer of others.
-    The ability to persevere in the face of challenges and exhibit a steadfast resolve and relentless commitment to higher standards, which commands respect from followers.
-    A leader who is self-reflective and aware of their own limitations; leads by example and drives the organization's performance with an attitude of continuous improvement by being open to feedback and self-improvement.

Relationships and Influence
-    Naturally connects and builds strong relationships with others, demonstrating strong emotional intelligence and an ability to communicate clearly and persuasively.
-    An ability to inspire trust and followership in others through compelling influence, powerful charisma, passion in their beliefs, and active drive.
-    Encourages others to share the spotlight and visibly celebrates and supports the success of the team.
-    Creates a sense of purpose/meaning for the team that generates followership beyond their own personality and engages others to the greater purpose for the organization as a whole.

Work Shift:

Day

Scheduled Weekly Hours :

40

Department

Ohiohealth Administration

Join us!
... if your passion is to work in a caring environment
... if you believe that learning is a life-long process
... if you strive for excellence and want to be among the best in the healthcare industry

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 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