Under the direction of the David Geffen School of Medicine (DGSOM) Chief Academic Information Officer (CAIO) of the Dean's Office Digital Technology group (DGIT), the Director of Client Experience directs two core functional areas:
Develops and directs large-scale process mapping and organizational improvement efforts throughout the UCLA Health IT organization, in collaboration with key stakeholders, to automate, streamline, and enhance challenging workflows and processes, all aimed at improving the services and support DGIT provides its customers.
Directs the development of and implementation of key business projects and programs related to IT strategy, governance, and organizational design.
With your strong leadership skills and business acumen, you will lead through influence, and will work with many teams throughout the UCLA Health IT organization as well as many operational partners in the Health Science Schools to optimize and enhance our systems and processes.
The UCLA Health IT (UHIT) organization is comprised of three divisions: Information Services and Solutions (ISS), the Office of Health Information and Analytics (OHIA), and Digital Technology (DGIT). ISS is responsible for the clinical, financial, and operational technologies for the UCLA Hospitals and the UCLA Faculty Practice Group (FPG). OHIA is responsible for the stewardship of health data, enterprise reporting and analytics, and the technological tools and platforms to provide such information. DGIT is responsible for the research, education, and school specific administrative technologies for UCLA Health Sciences schools of medicine, nursing and dentistry.
5+ years in senior-level management roles or progressive increases in responsibility as a leader in a large, complex enterprise (preferably an academic medical center)
Comprehensive knowledge of subject area and broad knowledge of all IT areas sufficient for strategic planning, technology assessment and direction, including IT governance processes and approaches
Highly skilled in the approaches and methods of process improvement, including planning, setting priorities, systematic performance assessment, implementation based on such assessment, and measuring sustained improvement (such as Lean Six Sigma, Agile, etc.)
Experience in business/industry (beyond IT) managing complex initiatives with cross-functional teams or projects, and influencing senior-level management and key stakeholders
A leadership style and communication and consultative skills that build and maintain a climate of trust and inspire commitment from others to achieve organization goals
Strong analytical and problem-solving skills
Demonstrated ability and presence to drive top tier customer communication and relationship building
Experience developing, motivating, and mentoring a customer success team capable of setting and meeting ambitious goals
Operationally minded and data-driven to ensure teams are as productive and efficient as possible, while also producing the right outcomes for customers and for the business
Passion for the customer experience, positive outlook with a proactive mindset and an ability to drive exceptional customer satisfaction results
Ability to consistently interact with members of the organization in ways that enhance understanding, respect, cooperation and problem solving
Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others
Demonstrated leadership; proven track record of leading complex, multidisciplinary talent teams in new endeavors and delivering solutions
Demonstrated ability to handle heavy workload and constantly changing demands, priorities, and purposes
Advanced degree preferred
UCLA is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
At UCLA Health, you can help heal humankind, one patient at a time by improving health, alleviating suffering and delivering acts of kindness. As you do, you’ll achieve great things in your life and your career. We’re a world-class health organization with four hospitals consistently recognized among the nation’s very best as well as an internationally-renowned medical school, primary and specialty care clinics and much more. Within our dynamic, innovative and growing organization, you’ll find exceptional opportunities to make the most of your abilities in a supportive, empowering and inclusive environment. If you embrace our values of Integrity, Compassion, Respect, Teamwork, Excellence and Discovery we invite you to see all you can accomplish at UCLA Health.