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Director of CX

Director of CX

Friday, October 25, 2024

Direct Hire

Philadelphia, Pennsylvania, United States

BASIC PURPOSE:

Partner with the executive team and middle managers to build the best Customer Experience organization in the non-medical home care industry.  Drive best-in-class customer retention and deliver highly qualified growth opportunities to the sales team.  Create the heartbeat and operating rhythm that sets the company-wide tone for landing the right clients and employees, thoroughly onboarding them with clear direction and expectations, and retaining them through exceptional service and support.  Ensure clear plan articulation within 90 days and execution within 18 months.

 

PRIMARY RESPONSIBILITIES:

  • Serves as the Director of Customer Experience to make a significant contribution to achieving the company’s revenue, retention and growth objectives. 

  • Clearly define the optimal patient experience for the organization's market demographics. 

  • Identify and implement the behavioral changes necessary to achieve cultural transformation throughout the entire organization.

  • Identifies and presents key issues impacting the patient/ family/ caregiver experience for the Board and Executive leadership discussion and decision making which includes findings, barriers to success and progress towards results.

  • Build a team of CX associates to manage key performance indicators of exceptional customer experience. Track, trend and monitor these metrics, weekly and monthly. 

  • Serve as the subject matter expert for service excellence, maintain an active understanding of current thinking and innovative interventions/ programs regarding the patient experience in the organization’s regional markets.

  • Coach advocacy staff and leaders for improved results and execution of best practices for driving the ultimate patient experience.

  • Work with vendors and key stakeholders in procuring and delivering messaging for the organization's existing and prospective patients.

  • Negotiates with vendors regarding the patient satisfaction measurement process & is the primary business owner for patient satisfaction survey tools.

  • Create, monitor, and achieve service standards for patient’s relations and community engagement. Do the same with all customer segments in all regional markets.

  • Other duties per business requirements. 


EDUCATION AND EXPERIENCE:

  • Education: College Degree (Bachelors) 

  • Five (5) year in customer experience, marketing, operations or related fields. 

  • Possesses leadership skills:  enjoys working with people, assertive, mature, approachable and open-minded.

    The salary range for this position is $95,000 to $125,000 per year, which factors in various geographic regions. The base pay actually offered may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A discretionary bonus may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

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