Job ID: 21-16558 Type: Regular Full-Time System Office 1919 Building
The VP, Customer Experience, leads Legacy’s consumer-centric strategies and is responsible for leading Legacy’s transformation into a consumer-focused enterprise. This VP leads Legacy in designing, measuring, and continuously improving an extraordinary consumer experience across the enterprise in all care settings. He/she works collaboratively with other senior leaders to develop and execute consumer driven strategies and ensure a persistent focus on the consumer in everything we do. The position will also work collaboratively with our health plan partner in identifying and executing customer delight strategies for new and existing members.
Legacy Health, the largest nonprofit, community-owned health system serving the Portland-Vancouver area and the mid-Willamette Valley, seeks to improve our community by helping people live healthier and better lives. To support good health, Legacy provides a range of services not found in any other single system: multiple hospitals, a children’s hospital, primary and urgent care, and complete medical specialties. We partner with many groups to build a healthier community for all. Plus, we value diversity and innovation as we look for ways to improve health care and create a legacy of health for all. Legacy Health has six hospitals with dedicated children’s care at Randall Children’s Hospital at Legacy Emanuel, more than 70 primary care, specialty and urgent care clinics, nearly 3,000 doctors and providers, almost 13,500 employees, plus lab, research and hospice, and a partnership with PacificSource health plan.
Develops and articulates an organizational consumer experience strategy beginning with a full assessment of current state and design of the ideal experience.
Identifies and advances strategic priorities resulting in attracting new customers and retaining existing patients by improving their end-to-end experience.
Guides the planning, execution and monitoring of consumer strategies, inclusive of physical and virtual experiences.
Leverages Legacy’s competitiveness in the market through differentiation, by defining and launching new products and services.
Build collaborative partnership with the Vice President of Marketing and the Vice President of IS Applications to bring together all specialized skills and stakeholders in support of consumer strategies.
Partners with the Chief Strategy Officer to form innovative partnerships with vendors in these areas as needed to accelerate Legacy’s goal of being a consumer-focused, high value, integrated delivery system.
Provides a clear roadmap based on the factors most important to healthcare consumers, using patient, family and consumer journey-mapping across the enterprise. Prioritizes improvement opportunities and operations across the organization.
Works with senior executives to build support for improving the consumer experience. Presents key issues for executive leadership discussion and decision making, to include findings, barriers to success, and progress toward results.
Collaborates with departments and business units to operationalize the strategy. Educates managers and line employees in the philosophy and techniques of consumer experience improvements, including designing systems with the ideal experience in mind.
Partners with physician and clinical leadership in all divisions to ensure care is consistently patient-centered.
Aligns closely with the performance excellence / Lean department to define customer value, develop value streams, and implement process improvements.
Consolidates and standardizes research methods for continuously monitoring and scouting the innovation horizon – within and outside of healthcare – for novel insights and potential new market opportunities.
Promotes the consumer perspective and ensures it is considered for all topics and projects of the organization. Interfaces with our current and prospective patients to hear their feedback directly.
Sets objectives and benchmark performance. Measures all the factors that form the consumer experience through various KPIs. Ensures strategies and priorities are data-driven.
Coaches and develops the patient experience and human centered design teams to meet the future needs of the organization.
Education: Master’s degree or higher in marketing, business, analytics, research, health care, or a related field strongly preferred (or additional years of professional experience)
Experience: Minimum of 10 years of management experience developing and executing consumer experience strategies required. Proven ability to identify and define consumer needs in a high-touch service setting. Experience outside of healthcare preferred but not required. Broad understanding and knowledge of the healthcare industry (health plan and/or healthcare delivery) is required. Demonstrated knowledge and experience with human-centered design tools and methodology. Experience leading consumer analytics, using quantitative and qualitative data to inform strategy and goals. Demonstrated knowledge and experience with customer service with a diversity, equity and inclusion lens. Visionary and innovative leader who identifies and explores new opportunities and inspires others to do the same. Proven ability to lead change and proven success through influence and collaboration with people at various levels and across organizational boundaries.
LEADING AT LEGACY
Demonstrates the ability to act consistently with Legacy’s Values in Action, exemplifies our core organizational values, and exhibits the leadership competencies outlined in Leading at Legacy.