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Job ID: 6163
Location: Chapel Hill, NC
Facility/Division: Shared Services
Status: Full Time
Shift: Day Job
Become part of an inclusive organization with over 30,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.
The System Director of Customer Experience will play a key role in defining the system’s strategy and point of view related to customer experience as well as support coordinating and measuring overall customer experience with a goal of increasing UNC Health’s competitive advantage in the market. The Director will lead efforts to assess the current state of the organization and translate system-wide strategic priorities and goals into implementable tactical plans and activities. This leader will identify areas of improvement or standardization within system-wide customer interactions to drive high levels of experience, satisfaction, and care. The Director will identify the role that other leaders play, and partner with key internal stakeholders (e.g., Nursing, Physicians, Revenue Cycle, Marketing) to establish strategic customer experience priorities and deliver elevated customer experience for all customers of UNCHCS. This position also provides direction and leadership to employees within Customer Experience and supports the on-going development of employees.
Description of Job Responsibilities:
1. Leading Change - Initiates and manages the change process, taking steps to remove barriers or accelerate its pace. Communicates a compelling vision and need for change that generates excitement, enthusiasm, and commitment to the process. Clearly communicates the direction, required performance, and challenges of change to all involved parties. Identifies and enlists the support of key individuals and groups to move the change forward. Obtains and provides resources to implement change initiatives. Serves as a role model by demonstrating commitment to innovation and continuous improvement in organizational performance.
2. Leading People - Leads people toward meeting the organization's vision, mission, and goals. Provides an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts. Treats sensitive or confidential information appropriately. Works to improve and reinforce performance of others. Delegates assignments, clarifies expectations and holds others accountable for achieving results related to their area of responsibility. Encourages workforce engagement by building a commitment to excellence. Works collaboratively toward solutions that accomplish organizational objectives.
3. Results Driven - Exceeds departmental and organizational goals and customer expectations. Makes decisions that produce high-quality results by applying knowledge, analyzing problems, and calculating risks. Delivers high-quality services and is committed to continuous improvement. Understands the overall financial performance of the organization and applies financial concepts and practices to establish and maintain realistic budgets. Uses financial information to monitor overall financial status of operations.
4. Strategic Planning - Provides leadership for strategic initiatives across UNC Health Care. Works directly and partners with leadership teams, planning committees, and boards throughout the health system to guide the organization's vision and strategy in alignment with defined system priorities. Ensures that Strategic Planning resources are available to support assigned plans, activities, and initiatives.
Bachelor’s degree in an appropriate discipline.
Professional Experience Requirements:
Seven (7) years of relevant experience (e.g., finance, strategy, consulting) or two years at a top tier consulting firm with four (4) years of other relevant work experience. A minimum of five (5) years of management experience is required.
Knowledge, Skills, and Abilities Requirements:
Understands and applies principles, procedures, requirements, regulations, and policies related to specialized expertise.
Legal Employer: STATE
Entity: Shared Services
Organization Unit: Ntwrk Dvlp and Cust Experience
Work Type: Full Time
Standard Hours Per Week: 40.00
Work Schedule: Day Job
Location of Job: US:NC:Chapel Hill
Exempt From Overtime: Exempt: Yes
The UNC Health System and the UNC School of Medicine are committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling our UNC Health vision of improving the health of all North Carolinians.
UNC Health is an equal opportunity employer. As such, UNC Health offers equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, genetic information, disability, sexual orientation, gender identity or political affiliation.