Director Consumer Experience, Strategic Partnerships AdventHealth Orlando FT
Location: Orlando, Florida
Internal Number: 21031000
YOU ARE REQUIRED TO SUBMIT A RESUME WITH YOUR APPLICATION!
Director Consumer Experience, Strategic Partnerships AdventHealth Orlando FT
Location Address: 601 East Rollins Street
Top Reasons to work at AdventHealth Orlando
Located on a lush tropical campus, our flagship hospital, 1,368-bed AdventHealth Orlando
serves as the major tertiary facility for much of the Southeast, the Caribbean and South America
AdventHealth Orlando houses one of the largest Emergency Departments and largest cardiac catheterization labs in the country
We are already one of the busiest hospitals in the nation, providing service excellence to more than 32,000 inpatients and 125,000 outpatients each year
Work Hours/Shift: Full Time – Days
What you will be Responsible for:
The Director – Consumer Experience, Partnerships is responsible for developing and leading the execution of best-in-class end-to-end experiences across AdventHealth partnerships. Inclusive of the Health Ecosystem for Walt Disney Resort guests and the co-created Walt Disney Peds Experience ‘Inside’ that will span across our entire network in Florida, including all hospital campuses and outpatient pediatric services. The position is required to create a differentiated healthcare experience for Walt Disney World resort guests and for AdventHealth’s littlest consumers. This critical role is accountable for resort and system wide product and service experience design and execution. Accountable for designing experiences that take place across all AdventHealth inpatient and outpatient services. Collaborates with Executives and leaders across our partnerships and AdventHealth to co-design, build and implement the portfolio of products and services developed. Programs include but are not limited to, AdventHealth Physical Assets on Disney Property (Onsite Emergency Department, Centra Care Lake Buena Vista Rebuild + Expanded Capacity and Primary Care+), guest services & technology, Health + Wellness Services & Vacation Packages. Supports the co-created comprehensive pediatrics experience. This role requires a strategic and creative leader with deep partnership experience who is knowledgeable in ecosystem experience design and passionate about consumers. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.
PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:es to create an environment that is consumer-centric and achieves business growth through expansion of products and market share. Ensuring division wide deployment of the Consumer Aspiration Strategies.
Responsible for leading end-to-end experience design on behalf of the Executive Director, working closely with the Executive Sponsors and project teams of partners and AdventHealth strategic initiatives and relevant operational leaders.
Leads the experience design and execution of the Disney World of Wellness Health Ecosystem build, including: AdventHealth Experience Center, Health & Wellness Vacation Planning Website, AdventHealth App / Telemedicine, Enhanced ED & Centra Care experiences, Guest Service Recovery, Care Concierge, Health & Wellness Services & Vacation Packages.
Leads the experience design and execution of the co-created pediatrics experience inclusive of: staff training, education materials, digital loyalty groups, staff uniforms, play centers, etc.). Partners with the Women’s & Children’s experience and operational leaders, as well as, Disney
Enabling a two-way stream with customer facing teams through – collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude, while acquiring new customers or dealing working with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX stra
Represent Executive Director in select meetings and collect information from meetings, briefing the Executive Director, as needed.
Leads change by identifying organizational and cultural changes needed to adapt strategically to project demands and technology.
Leading out in creating and ensuring adopting opportunities for innovation, development, and process improvement for department
What you will need:
KNOWLEDGE AND SKILLS REQUIRED:
Exhibit in-depth knowledge of customer engagement channels and experience in a similar industry.
Data-driven mindset and an aptitude for technology.
Strong initiative and dependability must exhibit strong focus on developing and executing results.
Strong written and verbal communication skills. Able to effectively express ideas and views through public speaking, presentations, reports, and professional correspondence. Ability to communicate effectively with all types of audiences.
Exceptional collaborator, influencer, and relationship builder- drives change through ideas, relationships and actions, systemic and operational issues to accelerate results. Capable of delivering a high level of customer service to internal customers and external strategic partners.
Strong organizational skills and the flexibility to adjust to changing conditions of the position. Must be able to multi-task in a fast-paced work environment, excel under tight deadlines and able to remain calm under high-pressure situations. Strong project management experience with a results-oriented focus and attention to detail.
Demonstrated ability to develop, grow and manage high-performing teams that are capable of delivering business results and desired outcomes.
Ability to work in a matrix-management environment to achieve organizational goals.
Ability to build rapport and work collaboratively with multi-disciplinary teams across department lines and work effectively with diverse populations.
Excellent judgment, analytical and interpersonal skills.
Ability to identify and respond to issues and risks, own, and provide expedient follow through to action or resolution as applicable, communicating accordingly and appropriately.
Excellent leadership, project management, budget management, organizational, and prioritization skills
Maintain awareness of both the external and internal competitive landscape, opportunities for expansion, customer, markets, and new industry developments and standards.
Exhibits an optimistic and enthusiastic attitude toward change; shows flexibility and tolerance for ambiguity and varying company culture.
Proficiency in Microsoft office, as well as, CX and CRM software.
KNOWLEDGE AND SKILLS PREFERRED:
Understanding of hospital operations and financials
Advanced ability to interact with and influence senior management.
EDUCATION AND EXPERIENCE REQUIRED:
Bachelor’s Degree in Business Administration, Communications, Marketing, Healthcare, Hospitality or related field.
Five (5) years of experience with partnerships and consumer experience design
Three (3) years of managing cross-functional teams
EDUCATION AND EXPERIENCE PREFERRED:
Masters Degree in in Business Administration, Communications, Marketing, Healthcare, Hospitality or related field.
Two (2) years in healthcare industry
LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:
UX design certification
Change management certification
1-2 Project Managers
Liaison to Disney Design Experts
LIVING OUR SERVICE STANDARDS
How we treat those we serve and each other is what sets us apart from other healthcare organizations. We want everyone who walks through our doors to feel loved, cared for, and at ease. Whether you are clinical or non-clinical, your actions and behaviors can create an environment that either builds trust or causes anxiety and fear. We have made it easy for you to ensure that you are always building trust and providing excellent care by exhibiting our Service Standards.
All team members will be held accountable forconsistently living out our 16 Service Standards and the additional behaviors listed below to ensure that every person, every time has an exceptional experience.
KEEP ME SAFE
I make safety my number one priority.
I protect privacy and confidentiality.
I keep my environment clean.
I follow the dress code and wear my badge correctly.
I treat others with uncommon compassion.
I nurture whole-person care through CREATION Health.
I treat others with fairness and respect.
I listen and communicate using iCARE. (Introduce, Connect, Anticipate, Reinforce, Extend)
MAKE IT EASY
I help guests to their destination.
I speak highly of others to provide connected care.
I collaborate to create solutions, not excuses.
I innovate and continually seek ways to improve our work.
I am positive and aim to exceed all expectations.
I follow through on commitments.
I use discretion with personal devices.
I recover service and restore trust using ACT. (Acknowledge/Apologize, Correct, Thank)
Team members must conform to all AdventHealth organizational and departmental policies and procedures including but not limited to:
· Code of Conduct as outlined in the “Guidelines for Employees” handbook
Establishes and maintains a history of regular attendance; makes appropriate use of PDO and observes department call-in procedures for absence; establishes and maintains punctual work habits. Exhibits timely arrival and departure and dependable time habits including meal and other breaks.
Attends and participates in mandatory facility-wide and department training/meetings as required (including but not limited to: ALN, safety training, etc.).
Is able to demonstrate and apply knowledge of fire, safety, security, and disaster procedure regulations as presented in orientation, outlined in the safety manual, and as pertains to each work area.
Required to respond to emergency situations (i.e. disasters, hurricanes, etc.) by reporting to department and staying until the crisis is over or your position is covered by incoming personnel. This is a mandatory requirement. Refusal to respond may result in termination.
Contributes to the successful achievement of department-stated goals and objectives and will facilitate staff cohesiveness and communication.
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.