Chief Experience Officer

Hours : Shift Start Time :

8 AM

Shift End Time : 5 PM

AWS Hours Requirement :

8 / 40 - 8 Hour Shift

Additional Shift Information :

Weekend Requirements :

Not Specified

On-Call Required :

Hourly Pay Range (Minimum - Midpoint - Maximum) :

151.234 - $195.140 - $239.047

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position. The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.

What You Will Do

Reporting directly to the President / Chief Executive Officer of Sharp HealthCare with strategic guidance and direction from the Chief Operating Officer and Chief People Officer, the Chief Experience Officer is accountable for the strategy, design, engagement and implementation of the Sharp HealthCare brand experience, known as The Sharp Experience. In collaboration with the Executive Leadership Team, the position establishes the overarching vision and defines organization-wide strategic imperatives for transforming the health care experience for team members, affiliated physicians, patients, business partners, and all other customers. This position will ensure that experience design, improvement strategies and value alignment drive organizational goal and vision achievement. Essential to this role is understanding the interdependence of team member, physician and customer experience and the ability to successfully drive meaningful strategies for each population.Partnership with Entity and Operational leadership is critical to ensure that the brand experience is threaded in care and service delivery across the System. Collaborate with Marketing and Communications to ensure our internal and external communications (including web based and social media) demonstrate and highlight our commitment to the elements of The Sharp Experience. Collaborates with Sharp University and Human Resources to ensure leadership development, physician leadership development, and team member engagement drive organizational goal and vision achievement and are aligned with the brand promise and brand experience.

Required Qualifications

• Bachelor's Degree in a related field.
• 10 Or More Years related professional experience.
• 5 Years in a brand experience role creating innovative experiences across all touchpoints. Accountability in leading strategy, planning, and organizational-wide implementation of comprehensive experience endeavors in large progressive organizations.

Preferred Qualifications

Essential Functions

Provides strategic direction, planning and organization-wide implementation of comprehensive experience performance improvement endeavors.

Conceives and deploys methods to design and hardwire foundational, behavioral and experiential elements of The Sharp Experience across the enterprise.

Supports the development of organization-wide expectations for how leaders and team members bring The Sharp Experience to life.

Engages interdisciplinary teams and team leaders at all entities to envision and implement transformative experiential change initiatives.

Envisions and executes the All-Staff Assembly for 20,000 team members and reaches out to engage physician and volunteer leadership participation. All-Staff Assembly serves as signature employee engagement experience and is designed to provide inspiration, education and celebration. This position oversees interdisciplinary core team of experts for event production.

Conceptualizes, guides and implements Experience Design principles in support of System and entity strategies. Facilitates experience exposure learning expeditions for system leaders. This position is accountable in partnering with System and Entity leaders to provide strategy and education to existing and new business partners about The Sharp Experience to ensure business partners are extending, living and delivering on The Sharp Experience.

Collaborates with marketing and other leadership in the production and design of advertising and media (including web based and social media) to assure effective depictions and representations of The Sharp Experience.

Uses voice of the customer input to guide all Sharp Experience elements, ensuring that decisions and actions are implemented with the needs and desires of the key customers.

Conducts nationwide best practice research on exemplar customer and employee experience organizations, extracting best-principles and deploying them at Sharp.

Responsible for direct and / or collaborative oversight of large-scale events to include but not limited to core awards, pillar ceremony, nurse of the year event, partnership with Sharp University on LDS, Sharp’s Got Talent, All-Staff, and All-Physicians.

Collaborates with Sharp University and Human Resources to create experienced based accountability systems and structures to ensure that Leadership Development investment is realized through hardwiring skills into every day leadership practices.

Partners with Sharp University and Human Resources in the design of the quarterly Leadership Development series and the Physician Leadership Academy, to ensure the learning experience provides leaders with the skills, tools, experiences and inspiration to achieve system goals and vision related to brand promise and experience.

Oversees the research process to gather and utilize voice of the customer input to support customer and overall system goals.

Oversees and provides input to the patient satisfaction assessment process. Provides data, analysis and recommendations for all entity CEOs.

Oversees and provides input to the physician satisfaction assessment process, supporting Regional CEOs in annual process to gain insight and better serve affiliated physicians.

Oversees community awareness, perception and utilization studies to gather comprehensive input on Sharp brand attributes, services and experiences.

Conducts ad-hoc research and focus group facilitation regarding experience as needed.

Serves as a brand champion for the organization and The Sharp Experience, conducting presentations, workshops and consultation for other healthcare organizations and other industries organizations. Designs and stages methods for sharing Sharp's story beyond the organization.

Facilitates unique learning experiences for organizations interested in learning the foundations and fundamentals of The Sharp Experience. Collaborates with others in the organization to create other learning experiences that highlight Sharp expertise and accomplishments.

Represents Sharp HealthCare at forums, conferences, workshops, and industry events as requested and approved.

Knowledge, Skills, and Abilities

Sharp HealthCare is an equal opportunity / affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class

Salary : $239,047