Director Digital Experience Data Management
The Director Digital Experience Data Management role will be responsible for leading development of short, mid- and long-term strategies and implementations for enterprise wide experience management and process improvement. The focus will be on driving improvement in our experience transformation, through our patient data management and digital tools. This role provides guidance for the Experience Division- leading engagement, collaboration, requirements alignment, and prioritization across teams involved in planning, developing, and supporting capabilities that enable seamless experience journey management.
Planning/Vision: Oversee the creation of new digital tools for our Experience and Clinical Team Members, with a focus on creating an integrated and end-to-end experience across the patient journey. Develop and launch innovative experiential concepts and platforms to address patient satisfaction and business growth opportunities
Fiscal Management: Develop business case and value proposition for new vendor contracts and ongoing enhancements. Drive a continuous focus on experience optimization, by regularly gathering and synthesizing patient, operational, and business insights, to identify and prioritize performance improvement opportunities. Act as the subject matter expert (business owner) for new contracts, integrating with key stakeholder teams to ensure ongoing success.
Customer Service: Lead the data analyst team in creating and delivering performance reports and patient feedback. Collaborate with clinical and operational leadership to maintain alignment for a seamless end-to-end experience
Human Resource Management: Design, implement and manage end-to-end experiences and enhancements across all user touch points and channels. Collaborate and liaise with key business partners to establish experience goals and objectives.
Operational Management: Partner with technology teams to drive internal data management and reporting, regularly making critical business decisions around scope, time, and budget considerations, balanced against a relentless focus on the patient experience. Conduct analysis as needed to determine best path for solving experience roadblocks, opportunities that may include process improvement, system enhancements, user training, and/or an enhanced reporting.
Job Specific: Proactively evaluate patient experience strengths and pain points from all perspectives, to identify opportunities for new and/or improved experience delivery capabilities. Develop and frame up vendor recommendations with associated cost, value and experience analysis, to gain approval and funding for development. Develop an ongoing approach for measuring the success of newly implemented experience enhancements, to enable well-informed future product planning
Other duties as assigned
Minimum Education Required:
Bachelor's Degree in Health Informatics or related field
Master's Degree in Health Informatics preferred
Minimum Experience Required:
Experience leading, coaching, and developing teams * Experience in large scale program planning and implementation * Expert at stakeholder and partner management * Experience with executive level communication
7+ years in Product Management, Patient/User Experience, Digital Marketing, E-Commerce, Digital Experience Design, Healthcare Informatics, Technology, or related fields.