Director, CX Technology Experience Development

Þtails Department: Consumer Experience Schedule: Days, Monday - Friday Location: Remote, occasional travel Benefits Paid time off (PTO) Various health insurance options & wellness plans Retirement benefits including employer match plans Long-term & short-term disability Employee assistance programs (EAP) Parental leave & adoption assistance Tuition reimbursement Ways to give back to your community *Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example: PRN, Short-Term Option, etc.). Connect with your Talent Advisor today for additional specifics. Responsibilities The Director, Consumer Experience (CX) Technology Enablement - Technology Experience Development is a key member within the Consumer Experience Technology Enablement Team and leads a team in the ideation of new, innovative, world-class technology and digital healthcare experiences for consumers and patients. Key Responsibilities: Experience Development: Ascension has a clear strategic plan, of which our Consumer Experience is a core element. This role will assist in the development of consumer-centric experiences by identifying key business needs that could benefit from technology or digital solutions. You will create experience narratives, analyze research from within and outside of healthcare, develop business cases, identify success metrics, and partner with Technology and Digital teams through the discovery and build processes of development. CX Advocate: This role will act as the voice of our consumers to partners within Ascension Technologies, The Ascension Studio, and other teams to ensure CX is always top of mind. Communication: This role will be responsible for providing oversight in the development of cross-market go-to-market strategies in close partnership with CX, marketing and communications teams for new CX-led digital experience implementations. Additional Responsibilities: Direct leadership of a team. Provides day to day guidance, professional development, and coaching. Sets goals, prioritizes and delegates work. Able to lead through influence by building strong relationships with partners inside and outside the CX organization. Ability to leverage those relationships to remove barriers and empower your team. Research and identify new technologies both inside and outside of healthcare that could assist in our goals to provide world-class consumer experiences. You must be an avid storyteller, with a passion for conveying ideal experiences and key emotional drivers through the creation of consumer narratives, journey maps, and presentations. Participates in the User Experience UX/UI design discovery process, working closely with designers and product managers to ensure CX is always top of mind. Participates and leads in a way that brings people together and propels progress, effectively and efficiently by escalating risks, tracking decisions, empowering decision makers, identifying interdependencies, building project plans and managing stakeholders. Bridges the gap between the broader CX organization and technology and digital partners. Acts as the voice of CX to those groups. Champions a strong CX fluency and understanding through clear communication across the system, markets, and CX organization. Fosters a culture of appreciation, belongingness, inclusivity, diversity and equity to drive the associate experience inline with Ascension’s ABIDE framework. Requirements Licensure / Certification / Registration: Required Credential(s): • None required. Education: High school diploma/GED with 2 years of experience, or Associate's degree, or Bachelor's degree required. Master's degree preferred. Work Experience: 5 years of experience required. 10 years of experience preferred. 2 years of leadership or management experience required. 5 years of leadership or management experience preferred. Additional Preferences Experience creating new consumer products or experiences aided by technology. Experience with contact center operations and technologies, (including Salesforce, Genesys, telephony, and patient scheduling.) Why Join Our Team Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters. Ascension is a leading non-profit, faith-based national health system made up of over 150,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states. Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you. Equal Employment Opportunity Employer Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws. For further information regarding your EEO rights, view the EEO is the Law poster. Pay Non-Discrimination Notice Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants. This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information. E-Verify