Vice President, Consumer Experience (CX)

Job Description:

Summary: The Vice President of Consumer Experience (CX) is responsible for developing, managing, and coordinating strategies, programs and initiatives with Intermountain leaders that create world-class consumer relationships. The role creates a persistent focus on the customer in order to promote the optimum consumer experience and support leaders and employees in their roles as consumer experience advocates at all levels of the organization. This position is responsible for designing, implementing, and measuring consumer experience, in partnership with the operational leaders, the Intermountain Strategy Office, Human Resources Office, and Digital Technology Services. The role is responsible, in partnership with the Human Resources Office, for developing consumer experience training and expectations for employee/caregiver behavior. The leader in this position must be well versed on consumer and healthcare trends generally, and on Intermountains strategy specifically. The leader in this position must be proficient in building close, productive working relationships with Intermountain colleagues, and must also be an experienced, effective communicator that can inspire and motivate Intermountain employees/caregivers throughout Intermountain.

The Vice President of Consumer Experience (CX) is responsible for developing, managing, and coordinating strategies, programs and initiatives with Intermountain leaders that create world-class consumer relationships. The role creates a persistent focus on the customer in order to promote the optimum consumer experience and support leaders and employees in their roles as consumer experience advocates at all levels of the organization. This position is responsible for designing, implementing, and measuring consumer experience, in partnership with the operational leaders, the Intermountain Strategy Office, Human Resources Office, and Digital Technology Services.

This role is responsible, in partnership with the Human Resources Office, for developing consumer experience training and expectations for employee/caregiver behavior. The leader in this position must be well versed on consumer and healthcare trends generally, and on Intermountains strategy specifically. The leader in this position must be proficient in building close, productive working relationships with Intermountain colleagues, and must also be an experienced, effective communicator that can inspire and motivate Intermountain employees/caregivers throughout Intermountain.

This role will require regular on-site presence in the Intermountain Healthcare footprint (Utah, Idaho, Nevada, Colorado, Wyoming, Montana, and Kansas). Candidates who reside in, or are willing to relocate to these areas, are preferred.

Scope:

This is a system-wide leadership role having key organizational relationships across Intermountain and within the community. This position will report to the Intermountain Healthcare Chief Strategy Officer (CSO). This position is a system leadership role with accountabilities leading consumer relationships, service value enhancement, and operational alignment. This position will lead the existing consumer experience teams, including Experience Design, Consumer Insight, and Strategic Research. They will also maintain close collaboration with adjacent consumer functions within the Intermountain system, including Digital Technology Services, the Office of Patient Experience, and Select Health Consumer Experience.

Job Essentials:

Possess Vision, exemplify Culture and develop strong, productive Consumer Relationships

Partner with the CSO and relevant teams in all aspects of consumer and business strategy, business development, operations and planning.

Work with Senior Leadership to build an extraordinary CX team, including recruiting high performance teams and leading and developing staff in market access and new product planning. Establish metrics for defining, measuring, and tracking relationships with consumers.

Influence cross-company agreement on how to deliver greatest value to the consumer by identifying and defining what customers value.

Create a common language set and definitions for the consumer experience.

Educate and influence the organization on a holistic, inclusive view of consumer experience, including internal and external consumer experience.

Engage in cross industry networking/research to bring new ideas and insights from non-healthcare fields to Intermountain Healthcare.

Identify operational accountabilities and develop cross-functional relationships throughout the organization.

Facilitate working together as one Intermountain system and instill the culture of unity across the organization.

Champion change initiatives and provide a framework and plans for the development of Intermountain Healthcare.

Ensures compliance with laws and external agencies regarding accreditation and regulatory bodies affecting clinical practice.

Keeps abreast of industry trends and guide team to adapt to meet evolving needs of patients and the healthcare industry.

Ensures delivery of services consistent with ethical, regulatory, accreditation standards.

Engagement:

• Provide the leadership necessary to achieve a satisfied and competent employee work environment through establishing a climate for growth and challenge with timely performance appraisals and developing and mentoring of management and staff.

• Educates and guides the various team professionals to gain new knowledge and skills for effective performance.

• Collaborates with interdisciplinary teams and leaders to achieve the organizations coordination of care goals, patient outcomes goals, and financial performance goals.

Financial:

• Facilitates the delivery of cost-effective services to clients and their support systems.

• Monitors financial outcomes, performance measures and associate action plans; prepares and disseminates monthly/quarterly reports to key stakeholders.

Minimum Qualifications

• Bachelors degree. Degree must be obtained through an accredited institution. Education is verified.

• Ten years management experience in an integrated healthcare system, managed care and/or hospital environment with a broad clinical systems background OR Ten years management experience in a large, multi-state company.

• Demonstratable experience in leading or coordinating consumer experience work, implementing operational efforts and measuring outcomes.

• Experience in strategic development of organizational teams with effective change leadership skills.

• Experience in a leadership role requiring strong relationships and influence in a matrix environment.

• Experience in a role requiring the financial dimension of development and management of budgets, pro-forma development, financial monitoring and business development.

• Effective verbal, written and interpersonal communication skills.

• Experience in a role with growing a consumer business, driving optimal performance and delivering results.

Preferred Qualifications

• Experience leading shared or contracted services in a complex integrated health system.

• Experience with business development through acquisitions and program development.

• Experience in a role with growing a consumer business, driving optimal performance and delivering results.

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Physical Requirements:

Location:

Transformation Center

Work City:

Murray

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

For a description of Intermountain's employment benefits, click

HERE. ({apply below} Opportunity Employer

Intermountain Healthcare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor.

All positions subject to close without notice. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status. Women, minorities, individuals with disabilities, and veterans are encouraged to apply.

Thanks for your interest in continuing your career with our team!