**Details** + **Department:** Consumer Experience + **Schedule:** Full-time, Days + **Hospital:** Ascension Saint Thomas Midtown + **Location:** Nashville, TN - Leads market-level execution of Ascension’s Consumer Experience (CX) strategy, aligning system-wide CX goals with local strategic priorities and operations - Serves as the key connection point between system strategy and market execution, representing local needs in enterprise conversations and translating system innovations into market impact - Drives transformative change, accountability, and performance for all CX functions across the market. - Collaborates closely with Market CEOs, COOs and senior leadership in a highly matrixed environment, requiring strong communication and influence skills - Builds cross-functional relationships to embed CX as a core driver of strategic and operational outcomes **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 _Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance and salary range at the time of the offer._ **Responsibilities** Responsible for delivering the priorities and expected outcomes with a targeted focus on deploying the national Consumer Experience (CX) vision and goals in each market. Lead the critical connection between the national strategy and market-level operations driving market level accountability for all functions across the entire consumer and patient journey. Work in a highly matrixed organization, with close connection to the market leadership as well as the National CX organization. + Provide market subject matter expertise regarding best practices and service standards for anexceptional consumer and patient experience. Partner with the Contact Center and operations leaders. + Collect Voice of the Customer (VOC) insights and prioritize actions for experience excellenceincluding real time feedback for review with the Patient and Family Advisory Council (PFACs). Drive post-encounter engagement with consumer-friendly education. Lead systems and solutions for service recovery throughout all aspects of the consumer and patient journey. + Lead the enablement workstreams to ensure all associates and partners deliver differentiatedexperiences through personalized, compassionate care. Provide in-market education, tools and resourcesto best deliver the brand promise of compassionate personalized care. + Ensure an inclusive experience that allows for full and equitable experience encounters. + Lead market reviews and collaborate with local partners to ensure restorative spaces necessary for an exceptional experience. + Provide insights and communication for the experience data ecosystem, translating VOC data into value added actions. **Requirements** Education: + High School diploma equivalency with 5 years of applicable cumulative job specific experiencerequired, with 2 of those years being in leadership/management OR Associate's degree/Bachelor'sdegree with 3 years of applicable cumulative job specific experience required, with 2 of those yearsbeing in leadership/management. **Additional Preferences** Education: Bachelor's Degree required, Master’s Degree preferred **Why Join Our Team** Ascension Saint Thomas is a leading health care system with a 125-year history of providing care to the community, and is the only faith-based, non profit health system in Middle Tennessee. Today, the health system offers a highly comprehensive system of care, consisting of a network of hospitals, affiliated joint ventures, medical practices, clinics and specialty facilities. Ascension is a leading non-profit, faith-based national health system made up of thousands of associates delivering compassionate, personalized care across hospitals, clinics and senior living communities. 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 provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws. For further information, view the EEO Know Your Rights (English) (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRights\_10\_20.pdf) poster or EEO Know Your Rights (Spanish) (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRightsSp\_10\_20.pdf) poster. As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension. Pay Non-Discrimination Notice (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf) 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. **E-Verify Statement** This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information. E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify\_Participation\_Poster\_ES.pdf)