Req#: 631423
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As a faith-based organization, it is the intention of AdventHealth to identify and employ executive leaders who are professionally competent and who provide leadership that is consistent with our mission. It is required that the candidate serve the mission of Extending the Healing Ministry of Christ and demonstrate proficiency in the AdventHealth executive leadership competencies.
We are currently seeking qualified candidates for a corporate Chief Experience Officer (CXO) position for AdventHealth Central Florida Division (CFD).
GENERAL SUMMARY:
Reporting to the SVP Innovation & Partnerships for CFD, the CXO is responsible for leading Consumer Experience Delivery across the Division, promoting and delivering a consumer-centric culture that yields a sustainable competitive advantage for AdventHealth and lifelong trusting relationships with consumers. The CXO passionately champions customers’ perspectives and leads activation of consumer promises across CFD, partnered closely with both division and corporate senior leadership. Working with the Chief Brand and Consumer Officer, the CXO provides leadership to AdventHealth’s aspiration to be a consumer-focused connected network, serving as a primary point person to CFD aligned with the corporate services consumer team. The CXO builds and leverages strong partnerships with other aspiration leaders due to the tight intersection of consumer and patient experience across the entire 2030 strategic vision. This role leads a team focused on the AdventHealth Experience, with expertise driving activation and change management for consumer initiatives, culture and processes that impact the human experience, cutting edge learning and training methods, and performance improvement. The CXO promotes a robust and consistent approach to consumer experience efforts, balanced with a deep understanding of local market dynamics. The CXO partners deeply with both CFD and corporate solutioning and listening function, bridging and inspiring effective activation of major consumer initiatives. As a cultural leader for AdventHealth, the CXO promotes the deep-rooted foundation of our service standards—Keep Me Safe, Love Me, Make It Easy and Own It—in all interactions with both consumers and team members.
PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:
• Provide leadership to direct reports over experience delivery activation and experience culture, learning and sustainment.

• Lead planning and strategy with CFD executives for consumer promise activation, ensuring aggressive yet achievable milestones and cadence that will enable aspiration goals.

• Working in partnership with division executive leadership, develop, implement and manage seamless patient omnichannel access functions.

• Develop, operationalize, and manage an effective divisional care navigation, centralized scheduling and referral management infrastructure across the CFD.

• Develop and analyze effective performance tracking mechanisms.

• Provide financial analysis and develop operational budget based upon CFD guidelines for departmental budgets.
• Create and manage an organizational structure that strategically and operationally support the consumer omni-channel access and network integrity.

• Working closely with markets, lead change management discovery, communication strategy, learning/training, sustainment planning and tactical execution for consumer promises and associated initiatives.

• Immerse in and with the CFD markets to ensure a deep understanding of current state for consumer experience, as well as priorities and workload saturation.

• Partner with market C-suites and consumer representatives to drive exceptional consumer and patient experience.

• Lead process related consumer experience best practice efforts related to EPIC consumer interface, and other primary platforms impacting experience.

• Lead ongoing consumer experience sustainment monitoring in a collaborative manner with CFD markets to ensure that actual experience delivered is as intended from major initiatives and everyday interactions.

• Lead efforts focused on the AdventHealth Experience.

• Partner closely with consumer listening, acting on insights for performance improvement, and ensuring that CFD markets are engaged in understanding of the consumer voice.

• Lead efforts with AdventHealth CFD team members focused on creating a consumer-centric culture.

• Lead efforts with AdventHealth consumers focused on creating a consumer-centric culture.

• Partner with key senior colleagues integral to consumer/patient experience, including all Division and market c-suites, AdventHealth Clinical, Brand/Marketing, Human Resources, Physician Enterprise, AIT.

• Develop high quality business strategies and plans ensuring their alignment with short-term initiatives and long-term aspirations.

• Seek opportunities to maximize consumer value and financial and market growth for AdventHealth.

• Maintain a deep knowledge of the changing healthcare market and adjacent industry competitors.

• Manage and facilitate the CFD Consumer Council meetings and participate in various consumer focused connected network and patient experience related committees for the organization.

• Serve as a storyteller and voice for AdventHealth, promoting our efforts focused on consumer centricity and experience.

• Maintain positive relationships with market and corporate leadership as a trusted advisor and expert in consumerism, consumer experience and patient experience.
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EDUCATION, EXPERIENCE AND LICENSURE REQUIRED:
• Bachelor’s degree in business, marketing, communications, computer science, healthcare administration, finance, experience design, or related field
• Minimum of 10 years of consumer or patient experience related experience with progressive roles over time

• Minimum of 5 years of senior leadership experience

• Ability to manage influence through persuasion, negotiation, and consensus-building.

• Strong empathy for customers AND passion for revenue and growth

• Strong leadership skillset with demonstrated experience in building matrixed partnerships to achieve results along with strong interaction with C-level executives.

• Project management expertise with examples of large complex initiative success

• Strong group facilitation, change management and consultant skillsets.

• Big picture thinker, with ability to navigate the detail when needed

• Analytical and problem-solving skills

• Demonstrated desire for continuous learning and improvement

• Demonstrated examples of flexibility and nimbleness to shift priorities and lean in where needed

• Enthusiastic and creative leader with the ability to inspire others

• Excellent communication and presentation skills

• Experience in developing successful consumer centric strategies
About the company
AdventHealth is a Seventh-day Adventist non-profit health care system headquartered in Altamonte Springs, Florida, that operates facilities in 9 states across the United States.

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