Chief Experience Officer Resume
Summary : As a Chief Experience Officer, performed administrative and operational functions that ensure integration and alignment of patient experience strategies and priorities with the Systems mission, values, and business goals, ensured optimal utilization of resources, service delivery, and compliance with applicable local, state, and federal rules, regulations and patient-centered standards of care across the System.
Skills : Problem-Solving, People Management.
Description :
- Oversaw the development of training programs and provided orientation, training, and guidance to staff, routinely assessed staff learning needs,
identifying gaps and evaluating the quality and effectiveness of the programs.
- Served as a change agent and invested in the growth and development of staff.
- Engaged as a collaborative partner in the PPNCS strategic planning process.
- Developed and implemented effective departmental structures, policies, and procedures.
- Oversaw annual budget, and led team members using a performance support process that included goal setting, routine feedback, and ongoing development.
- Empowered staff to deliver assigned responsibilities and manage their functions.
- Continuously maintained professional growth and learning by attending conferences, and seminars, collaborating with the communications team, and identifying priorities for internal staff-related communications.
Experience
10+ Years
Level
Senior
Education
Master of Business Administration
Chief Experience Officer Resume
Summary : As a Chief Experience Officer, partnered with a diverse team to develop and implement the PPNC Equity Strategic Action Plan, served on the Executive Team, and kept leaders and the board apprised of key performance indicators and strategies related to People, Culture, and Equity initiatives.
Skills : Leadership, Strategic Thinking.
Description :
- Designed PCE strategy to create a highly differentiated employee experience that recruits and retains top talent.
- Defined a clear vision and strategy for employee experience, analyzed employee experience-related data, and then designed/recommended interventions for closing any identified gaps.
- Determined the annual work plan, financial plan, and related goals and targets for the People & Culture department and efficiently managed the unit to achieve its outlined goals.
- Advised and supported leadership in approaching org-wide changes in a manner that engages employees and achieves desired results most effectively and efficiently.
- Guided development of equitable staff and board policies, provided leadership for identifying opportunities for change through internal policies and procedures, and advised on possible mechanisms to effect change.
- Served as a consultant and coach for executive leaders and provided counsel related to issues and opportunities as desired.
- Partnered effectively with PPNCS legal counsel as needed, provided strategic leadership and accountability for resolving employee relations concerns, ensuring we exercise our In This Together culture and meet all legal, compliance, and regulatory requirements.
Experience
7-10 Years
Level
Management
Education
Master of Business Administration
Chief Experience Officer Resume
Headline : As a Chief Experience Officer, collected and analyzed care experience information, including maintenance of care experience dashboards and running reports, using surveys and analytics to deliver on initiatives and monitor care experience metrics, and managed and mentored a culturally diverse team, that created and sustained an organizational culture that fosters inclusiveness and equity.
Skills : Customer-Centric Mindset, Communication Skills.
Description :
- Remained proficient in various employment laws and regulations at both the state and federal levels, including, but not limited to, the Civil Rights Act, COBRA, FMLA, USERRA, FLSA, FRCA, IRCA, and other legislation as it applies to employment.
- Complied with federal, state, and local legal requirements by studying existing and new legislation, anticipating legislation, enforcing adherence to requirements, and advising management on needed actions.
- Maintained knowledge of other HR-related topics including, but not limited to EEO compliance, recordkeeping requirements, proper investigative procedures, and management practices.
- Participated in training and reviewed documentation to keep current on HR-related topics and system and product enhancements and changes.
- Partnered closely with the PCE Team to design and deliver team dynamics support/interventions as needed.
- Demonstrated ability to maintain confidential information, collaboratively crafted and clearly articulated a strategic vision.
- Facilitated meetings, ensuring that all viewpoints, ideas, and problems were addressed, and attended to detail while maintaining a big-picture orientation.
Experience
5-7 Years
Level
Executive
Education
MBA
Chief Experience Officer Resume
Objective : As a Chief Experience Officer, conducted an ongoing review of existing care experience, person-centered care and engagement initiatives, programs, policies, and procedures to identify barriers to success, gaps or discrepancies, and opportunities for improvement, recommended workable strategies, solutions, and revisions to translate service excellence concepts into actionable behaviors.
Skills : Analytical Skills, Innovative Thinking.
Description :
- Gathered information, identified links and trends, and applied findings to assignments, Inspired enthusiasm, and influence, motivated and persuaded others to achieve desired outcomes.
- Interpreted and applied organizational policies and identify and recommend changes as appropriate.
- Worked concurrently under pressure on multiple projects and met deadlines in a fast-paced work environment with frequent interruptions and changing priorities.
- Communicated effectively, both verbally and in writing, worked independently as well as collaboratively within a team environment.
- Handled stressful situations and provided a high level of customer service calmly and professionally.
- Established and maintained effective working relationships, communicated clearly and directly, and heard and acted on feedback related to identity and equity.
- Developed and led the company's patient-centric strategy, aligning it with the organization's mission and values.
Experience
2-5 Years
Level
Executive
Education
MBA
Chief Experience Officer Resume
Summary : As a Chief Experience Officer, led the Patient Experience Council in the development of patient experience initiatives and establishment of patient satisfaction goals and provided leadership and support to all levels of management and staff across their healthcare settings in the implementation of patient experience and staff recognition programs and services.
Skills : Problem-Solving, Collaboration.
Description :
- Oversaw skinBe staff, dedicated to improving user experience across various platforms such as email, text, phone, online interaction, and in-person.
- Educated employees on the importance of understanding clients, their motivations, the buyer’s journey, and the client's life cycle.
- Advocated for client needs in the development and deployment of projects and strategies throughout the organization.
- Empowered employees to make client-centric decisions and increased leadership’s understanding of their employee experiences and needs.
- Championed clients’ and employees’ perspectives in the company’s strategic decision-making and co-creating innovative ways to elevate the client experience.
- Worked closely with the marketing team to develop and launch campaigns designed to improve client satisfaction, loyalty, and brand image.
- Measured and tracked the impact of initiatives on the company’s data and key performance indicators (KPIs), including overall client sentiment and client satisfaction metrics.
Experience
10+ Years
Level
Senior
Education
MBA
Chief Experience Officer Resume
Headline : As a Chief Experience Officer, demonstrated a commitment to intersectional equity, focusing on race, ethnicity, gender identity, disability, LGBTQ+, and immigration status, desired and a demonstrated commitment to lead and participate in anti-racism and equity work that improves the quality of patient care and employee experiences, along with the commitment and fortitude to drive and advance change in these areas.
Skills : Technology Proficiency, Adaptability.
Description :
- Identified and mapped the patient journey, understanding touchpoints, pain points, and opportunities for improvement.
- Collected, analyzed, and leveraged patient and referring physician feedback, data, and market research to make informed decisions on optimizing patient experience.
- Worked closely with various departments, including marketing, sales, and other medical practices to ensure consistent and exceptional patient experiences.
- Fostered a patient-centric culture within the organization by empowering and educating employees on the importance of delivering outstanding experiences.
- Established and managed patient advocacy programs to harness the power of satisfied customers in promoting the brand.
- Set and monitored performance standards and KPIs related to patient experiences, ensuring continuous improvement.
- Ensured that patient experiences aligned with the company's brand identity, values, and promises across all locations and specialities.
Experience
5-7 Years
Level
Executive
Education
MBA
Chief Experience Officer Resume
Summary : As a Chief Experience Officer, conducted an ongoing review of existing patient experience, patient-centered care and engagement initiatives, programs, policies, and procedures to identify barriers to success, gaps or discrepancies, and opportunities for improvement, recommended workable and cost-effective solutions or revisions to translate concepts of service excellence into actionable behaviors.
Skills : Design Thinking, Lean Startup.
Description :
- Monitored the current experience delivered to customers and continually innovated the brand experience to exceed customer expectations to increase customer satisfaction.
- Owned the employee experience as engaged employees engaged clients. skinBe’s CXO’s focus is on improving both customer and employee understanding of the brand’s value proposition, designing, and activating customer experience strategies, prioritizing a customer’s viewpoint in any decision-making processes, and keeping track of key performance indicators (KPIs).
- Integrated client and employee experience across the organization and align all employees to the brand promise and a common purpose.
- Experienced-centered, the CXO breaks down the silos between marketing, business development, people and culture (human resources), client success teams, and leadership.
- Led the design and development of a new customer experience strategy, including research, analysis, prototyping, testing, and implementation across multiple channels (web, and mobile app).
- Developed an integrated marketing plan to support the business growth initiatives through digital marketing strategies such as SEO/SEM, paid search advertising campaigns, and email marketing automation tools.
- Managed a team of designers and developers responsible for creating engaging user experiences that meet or exceed customers’ expectations in terms of usability and aesthetics.
Experience
7-10 Years
Level
Management
Education
MBA
Chief Experience Officer Resume
Objective : As a Chief Experience Officer, effectively partnered with key stakeholders and maintained a working relationship with the System Chief Experience Officer to define the strategic direction and operational plan for advancing patient experience and staff engagement programs and initiatives, designed and implemented value-added projects and innovations to improve and sustain these initiatives and ensure application across the continuum of care.
Skills : Customer Journeys, Usability Testing.
Description :
- Responsible for providing updates on HR policy changes to employees to satisfy compliance and state laws.
- Responsible for structuring compensation and benefits according to market conditions and budget demands.
- Responsible for conducting company-wide town hall meetings to convey updates.
- Responsible for processing employee claims involving performance issues and harassment.
- Responsible for developing succession plans and promotion paths for staff.
- Responsible for establishing critical strategic partnerships with several private equity agencies to provide full HR services to portfolio companies.
- Responsible for designing robust compensation and benefits packages to attract top employees.
Experience
2-5 Years
Level
Executive
Education
MBA
Chief Experience Officer Resume
Objective : As a Chief Experience Officer, served as a principal advisor and key resource on all matters pertaining to patient experience and employee engagement, and provided consultation and coaching on evidence-based practices, may be served on a variety of committees or conduct meetings and conferences to discuss matters concerning improvements to patient experience, satisfaction, and staff engagement.
Skills : Problem Solving, Leadership.
Description :
- Responsible for overseeing all aspects of product management from requirements gathering to launch planning to ongoing optimization efforts.
- Responsible for collaborating with cross-functional teams on projects related to UX/UI design & development, web analytics, online sales & eCommerce, and CRM, ensuring alignment with overall company objectives and goals.
- Responsible for leading the development of a customer experience strategy that included research, analysis, and recommendations for improvement
- Responsible for conducting regular customer interviews to identify trends in behavior and preferences, which led to improved business practices.
- Responsible for spearheading an initiative to improve employee engagement by implementing new training programs and incentive systems.
- Responsible for collaborating with the marketing team on campaigns designed to increase brand awareness among target markets.
- Responsible for creating quarterly reports detailing company performance against goals, including key metrics such as revenue growth.
Experience
2-5 Years
Level
Executive
Education
MBA
Chief Experience Officer Resume
Headline : As a Chief Experience Officer, responsible for maintaining human resources regulatory compliance with local, state, and federal laws,maintaining optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
Skills : Strategic Thinking, , Teamwork.
Description :
- Delivered strategic plan initiatives using surveys and analytics, provided guidance on data collection, tracking, distribution, and communication, and developed and implemented strategies and metrics for potential growth areas.
- Routinely assessed staff learning needs, identifying gaps and evaluating the quality and effectiveness of the programs.
- Implemented necessary changes in training and development to maximize productivity, effectiveness, and efficiency of staff.
- Served as a principal advisor and key resource on all patient and employee experience matters.
- Provided consultation and coaching on evidence-based practices.
- Communicated directly with other C-level executives to ensure everyday organizational activities integrated seamlessly with the overall customer experience goals
- Created and defined the organization's value proposition to customers to enable teams to develop key metrics for measuring customer success and engagement.
Experience
5-7 Years
Level
Executive
Education
MBA
