Director, Customer Experience - Full Time, Day

Market Outreach
Southern California Region
20941 Requisition #

Adventist Health is more than an award-winning health system. We provide whole-person care to our communities and champion the greater good - from the operating room to the boardroom, we are driven by our unique passion to live God's love through health, wholeness and hope. From Oregon to Oahu, we have a calling to always do more. Now is your chance to apply your passion to our mission.


More than fifty years ago, a country doctor and a group of forward-thinking residents had a vision for their small towns of Simi and Santa Susana: They would create a special place of healing in the picturesque valley they called home. Today, that place is Adventist Health Simi Valley: Offering a wide range of patient care services such as the Nancy Reagan Breast Center for digital mammography, Emergency Care and Women's and Children's Services and so much more—AHSV is proud to be part of the Adventist Health Southern California Region.

We're looking for someone to join our team as a Director, Customer Experience who:

Develops and implements a training program designed to enhance the service culture of the hospital through ongoing training, team-building, promoting workplace positivity, and creating an environment where employees are actively engaged in and aligned to the hospitals Mission, Vision, and Values. Develops processes and inspires service transformation through continuous training and active, ongoing solicitation of employee and customer feedback. Utilizes all data to implement continuous service improvement initiatives and creates, maintains, and sustains a best in class service reputation. Supervises and directs the activities of various levels of assigned personnel using both professional and supervisory discretion and independent judgment.


Essential Functions:

  • Builds a sustainable infrastructure which includes quantifying service and process excellence through an ongoing training program designed to fortify the organization's capabilities for growth and continue to strengthen revenue opportunities. Coordinates the efforts of accountability, leadership development and service excellence through training, to ensure alignment of hospital leadership and strategic goals.
  • Motivates multi-functional team building to improve internal customer service, employee engagement, and shared success recognition. Champions the efforts to deliver a consistently positive service experience and constituent satisfaction.
  • Designs and develops consumer capability measures. Correlates and communicates customer satisfaction data to drive training and improvement opportunities.
  • Coordinates the efforts to recruit and hire employees with the potential to provide excellent service through courteous, professional interactions, and excellent processes. Ensures a work environment that recruits, retains and supports quality staff.
  • Performs other job-related duties as assigned.


You'll be successful with the following qualifications:



  • Bachelor's Degree or equivalent combination of education/related experience: Required
  • Master's Degree: Preferred


Work Experience: 

  • Seven years customer relationship experience: Preferred
  • Five years leadership experience: Preferred

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