• Job Description

  Req#: 223576
  Job Summary
  
  
  We’re looking for a proactive and detail-oriented Customer Experience Specialist to elevate the quality, consistency, and usability of IT support interactions. In this key role, you’ll collaborate with frontline support teams, Field Services, the Service Desk, and ITSM partners to streamline workflows, promote self-service, and drive initiatives that enhance end-user satisfaction.
  Schedule: 8:00AM – 5:00PM Monday - Friday
  Location: Remote (Role requires travel to various Novant locations in North Carolina & South Carolina)
  Department: Enterprise Technology Services – IT Service Excellence
  Key Responsibilities
  • Partner with IT support teams to identify and implement improvements in support workflows and user experience.
  • Monitor support channels and analyze incident trends to uncover opportunities for optimization.
  • Execute feedback-driven enhancements under the guidance of the Customer Experience Lead.
  • Support the development and promotion of self-service tools and knowledge resources.
  • Contribute to initiatives that improve service delivery and end-user engagement.
  What You Bring
  • Strong collaboration and communication skills across technical and non-technical teams.
  • Analytical mindset with the ability to interpret support data and user feedback.
  • Experience in IT support, service management, or customer experience roles.
  • Familiarity with ITSM tools and best practices is a plus.
  
  Responsibilities
  
  
  It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time.
  • Our team members are part of an environment that fosters team work, team member engagement and community involvement.
  • The successful team member has a commitment to leveraging diversity and inclusion in support of quality care.
  • All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of "First Do No Harm".
  
  Qualifications
  
  
  • Education: High School Diploma or GED, required. Bachelor’s degree in Information Technology, Business Administration, Healthcare Administration, or a related field preferred.
  • Experience:
    • Five years IT experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job, required.
    • Three years of focused experience in one technology area (e.g., IT support, applications, service desk, or digital tools for end users), preferred.
  • Licensure/Certification:
    • ITIL Foundation, preferred.
    • HDI Support Center Analyst, preferred.
    • Lean Six Sigma, preferred.
  • Additional Skills (required):
    • Intermediate experience with ITSM tools such as ServiceNow
    • Intermediate ability to analyze reports, ticket data, and customer feedback
    • Strong written and verbal communication skills for user-facing content and interactions
    • Customer-centric mindset with an aptitude for resolving issues with empathy and professionalism
  • Additional Skills (preferred):
    • Familiarity with end-user experience platforms
    • Understanding of basic change management and communication principles
  
  Job Opening ID
  
  95730
  
  • Education: High School Diploma or GED, required. Bachelor’s degree in Information Technology, Business Administration, Healthcare Administration, or a related field preferred.
  • Experience:
    • Five years IT experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job, required.
    • Three years of focused experience in one technology area (e.g., IT support, applications, service desk, or digital tools for end users), preferred.
  • Licensure/Certification:
    • ITIL Foundation, preferred.
    • HDI Support Center Analyst, preferred.
    • Lean Six Sigma, preferred.
  • Additional Skills (required):
    • Intermediate experience with ITSM tools such as ServiceNow
    • Intermediate ability to analyze reports, ticket data, and customer feedback
    • Strong written and verbal communication skills for user-facing content and interactions
    • Customer-centric mindset with an aptitude for resolving issues with empathy and professionalism
  • Additional Skills (preferred):
    • Familiarity with end-user experience platforms
    • Understanding of basic change management and communication principles
  
  
  It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time.
  • Our team members are part of an environment that fosters team work, team member engagement and community involvement.
  • The successful team member has a commitment to leveraging diversity and inclusion in support of quality care.
  • All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of "First Do No Harm".

• About the company

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