Chief Experience Officer, MUSC Health

Job Description Summary

The Chief Experience Officer (CXO), MUSC Health, reports to the CEO, MUSC Health and will ensure the delivery of exceptional customer experiences across all touchpoints, including patients, providers, employees, and other internal customers. 

The CXO represents the voice of customer and will be responsible for developing and executing a comprehensive voice of customer strategy that aligns with MUSC Health's mission, values, and strategic objectives. The initial priority areas are patient access, patient billing, patient/family care experiences, and internal customer satisfaction.

This individual will oversee internal customer service delivery across corporate shared services, driving accountability and fostering a culture of continuous improvement.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC001092 SYS - Corp CEO And Exec Administration

Pay Rate Type

Salary

Pay Grade

Health-00

Scheduled Weekly Hours

40

Work Shift

Job Description

Strategic Customer Engagement:

• Develop and execute a comprehensive customer experience strategy that aligns with MUSC Health's mission, values, and strategic objectives.
• Identify key stakeholders, including patients, families, healthcare providers, community organizations, and employees.
• Assess current engagement practices, maps customer journeys, identify gaps, and develop initiatives to improve overall engagement outcomes.
• Stay abreast of industry trends, best practices, and emerging technologies related to customer experience management and healthcare delivery, incorporating relevant insights into strategic planning and decision-making.

Patient/Customer Experience Enhancement:

• Lead consumer centric strategies to enhance customer engagement and satisfaction for patients/families and providers through the implementation of innovative programs, services, and technologies.
• Collaborate with clinical and operational teams to ensure seamless and patient-centered care delivery.
• Monitor voice of customer feedback and satisfaction metrics, identifying areas for improvement and implementing necessary changes.

Internal Customer Service:

• Oversee internal customer service delivery across health system shared services and corporate functions.
• Focus on enhancing the provider experience, understanding their unique needs and challenges, and implementing initiatives to improve satisfaction and engagement.
• Prioritize the employee experience as a customer, recognizing the importance of a positive work environment and providing support services and resources to empower employees and enhance satisfaction and productivity.

Advocacy and Relationship Management:

• Represents the voice of customer (VOC) and advocates for patients’ rights withing the organization and ensures adherence to ethical and legal standards.
• Represent the organization at community events, conferences, and meetings, promoting a positive image and building relationships.
• Build and maintain strong relationships with key stakeholders, including patients, families, community leaders, and healthcare providers.
• Collaborate with stakeholders to understand their needs, expectations, and concerns, and develop strategies to address them effectively.
• Collaborate with patient advocacy groups and community organizations to solicit feedback, address concerns, and promote a culture of patient-centered care.
• Serve as the main point of contact for stakeholders, addressing inquiries, complaints, and feedback in a timely and compassionate manner.

Performance Measurement and Improvement:

• Establish key performance indicators (KPIs) and metrics to measure and evaluate the effectiveness of customer experience initiatives and internal customer service delivery.
• Utilize data analytics and metrics to evaluate the effectiveness of engagement strategies and initiatives.
• Monitor key performance indicators related to patient satisfaction, community involvement, and stakeholder engagement.
• Collaborate with cross-functional teams, including clinical, operational, and administrative leaders, to identify opportunities for process improvement and optimization.
• Provide regular reports and presentations to executive leadership, highlighting insights and recommending improvements.

Team Leadership and Collaboration:

• Build and lead a high-performing engagement team, fostering a culture of collaboration, empathy, and continuous improvement.
• Collaborate with cross-functional teams, including marketing, operations, and clinical departments, to align engagement efforts and maximize impact.
• Develop and manage relationships with external partners, vendors, and community organizations to support engagement initiatives.

Additional Job Description

Job Requirements:

Bachelor's degree in Business Administration, Healthcare Administration, Marketing, or a related field; Master's degree preferred.

Minimum of 8-10 years of progressive leadership experience preferably within a healthcare or academic medical center setting required.

Clinical experience preferred.

Certified Customer Experience Professional (CCXP) credential preferred with a strong understanding of customer relationship management (CRM) principles, journey mapping and service design methodologies, and data analytics.

Demonstrated track record of success in developing and implementing customer experience strategies that drive measurable improvements in satisfaction, loyalty, and retention.

Excellent interpersonal, communication, and influencing skills, with the ability to effectively engage and collaborate with stakeholders at all levels of the organization.

Proven ability to lead and motivate cross-functional teams, fostering a culture of collaboration, accountability, and innovation.

Strategic thinker with a results-oriented mindset, capable of translating vision into actionable plans and delivering measurable outcomes.

Knowledge of healthcare industry regulations, compliance standards, and patient privacy laws.

Passion for healthcare innovation and a commitment to delivering high-quality, patient-centered care.

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees