SHSMD Career Center

AdventHealth Corporate

All the benefits and perks you need for you and your family:

·    Benefits from Day One

·    Paid Days Off from Day One

·    Career Development

·    Whole Person Wellbeing Resources

·    Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

Shift: Monday - Friday

Location: OnSite -Working 3 days a week at the office

The role you’ll contribute:

As the Executive Director, Consumer Experience, you will have a successful track record of leading initiatives as the voice of the consumer, developing strategies, breaking down complex business needs and delivering innovative solutions. This role will partner with markets and corporate stakeholders to assess omnichannel experience, enhancing performance, building the business case for solutions, and providing a path to scale successful consumer strategies. You should possess a combination of strategy and execution skills at the enterprise level. The right leader will be passionate about making a difference in a mission-focused environment and collaborating with team members with the goal of developing and activating transformational consumer initiatives.  

The value you’ll bring to the team:

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES: 

·        Leadership: 

o   Lead the design and development of innovative solutions to solve gaps and friction in the consumer experience, enhancing and improving performance 

o   Deep curiosity and relentless pursuit of consumer-centric solutions across the AdventHealth ecosystem 

o   Organization champion as voice of consumer to anticipate, communicate, and assess consumer needs across omnichannel experience 

o   Partner with internal stakeholders, including clinicians, technologists, business operators, analytics, data analysts to identify and collect data inputs to analyze and determine best consumer efforts  

o   Present updates to Sr Leaders highlighting the business justification and positive impact to the Consumer experience, project status and overall updates on the strategic roadmap 

o   Lead competitive assessments and research about new innovations, technical processes and platform needs 

o   Maintain a working understanding of the latest digital technology trends and their applicability for AdventHealth consumers 

·        Solutioning, Activation & Performance Improvement:  

o   Supports design of solutions for pain points and performance gaps identified by consumer insights to differentiate AdventHealth in the marketplace 

o   Work with clinical/operational stakeholders and engineers to drive prototyping and testing of new products, services or capabilities 

o   Leads activation of major Consumer initiatives, including robust cultural change management and communications strategy 

o   Identifies and escalates consumer solutioning needs that may require full co-creation by the Design Center 

o   Spearheads interaction with technology organization to ensure required data and capabilities for product / service development and integration 

o   Manage and iterate business cases for various initiatives 

o   Identify and anticipate risks and issues 

o   Builds business and financial case and ROI modeling in partnership with Finance and Business Intelligence teams 

·        Communication: 

o   Works with diverse stakeholders to build consensus around product and service vision, design and roadmap 

The expertise and experiences you’ll need to succeed:

KNOWLEDGE AND SKILLS REQUIRED: 

·       Understanding of best-in-class consumer experiences and industry best practices and pain points  

·       Skilled at cultural change management and engaging key stakeholders for initiative activation 

·       Superior platform and architecture design knowledge  

·       Skilled in managing/setting priorities in a fast-paced environment. 

·       Demonstrated ability to make effective decisions while working through complex governance structures, programs, and a matrixed organization.  

·       Ability to work in an environment that promotes teamwork, creativity, innovation and independent problem-solving. 

·       Ability to work with ambiguity. 

·       Skilled in commitment to leveraging data to accomplish the organization’s goals and objectives 

·       Strong influencing skills, driven by the capacity to listen, synthesize views  

·       Demonstrated ability to attract, support and develop talent 

·       Understanding of human centered design, ideation and co-creation methodologies 

EDUCATION AND EXPERIENCE REQUIRED: 

·       Bachelor’s Degree in healthcare,  or business discipline 

·       8-10  years of leadership experience in consumer product and experience development across multiple platforms, including the creation and management of associated budgets 

·       Leadership managing multiple programs and projects simultaneously  

·       Experience in Business Strategy Development including define, refine, test and implement strategic plans 

·       Experience in product management and all phase of product development lifecycle, including applied agile thought 

·       Proven ability to communicate with technical and nontechnical audiences 

·       Experience in stakeholder management / collaborative project execution  

·       Proven experience with one or more of the following: web/mobile/app development and services, e-commerce, enterprise integration 

·       Experience in designing and leading the development or activation of high quality, digital products in an entrepreneurial environment 

KNOWLEDGE AND SKILLS PREFERRED:  

·       Understanding of healthcare consumer and patient experience 

·       Agile development frameworks 

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About AdventHealth

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.

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