Posting Details

Position Information

Posting Number
SRGV9056

Working Title
CHIEF EXPERIENCE OFFICER FOR HEALTH AFFAIRS

Number of Vacancies
1

Location
Edinburg, Texas

Department
Ofc of Health Affairs

FTE
1.0

FLSA
Exempt

Scope of Job

The Chief Experience Officer for Health Affairs is responsible for leading division wide efforts to design, govern, and accelerate an industry-leading consumer and patient experience across the Division of Health Affairs (DOHA). Responsible for translating strategy into measurable performance outcomes, including growth, retention, and experience outcomes. The Chief Experience Officer will drive change with direct accountability for the consumer/patient experience portfolio and shared accountability for division performance.

Description of Duties

• Responsible for planning, leading and setting a strategic and operational agenda with the executive leadership team, including the highest-value initiatives required to deliver the strategic plan and achieve a high-performing clinical enterprise.
• Oversees the execution of the DOHA strategy into measurable, adopted, sustained transformation that improves outcomes, affordability, access, experience, growth, workforce effectiveness, and financial performance.
• Designs and leads the DOHA transformation management system (operating model and rhythms): governance, portfolio prioritization, initiative charters, metrics, risk escalation, executive decision cadence, and accountability routines.
• In partnership with DOHA leadership, identifies and helps deploy the organizational expectations, leadership standards, and workforce capabilities needed for transformation and industry-leading consumer/patient experience.
• Develops the enterprise consumer/patient experience strategy in partnership with clinical leadership, including a multi-year roadmap, annual priorities, and measurable outcomes across all care settings and consumer channels.
• Improves consumer growth and retention by reducing access friction, improving navigation, strengthening service recovery, increasing trust, and improving willingness to recommend.
• Responsible for building a modern journey management capability that sets experience standards, identifies high-impact points, designs better experiences, tests solutions, aligns workflows and accountabilities, and scales for consistency.
• Aligns digital, data, AI, analytics, call center, marketing, access, service-line, and clinical operations work to support both the transformation and experience agendas.
• Establishes a disciplined approach with clear governance, standards, change adoption, agile ways of working, performance improvement and design thinking methods, milestone tracking, benefits realization, and defined escalation pathways.
• Ensures leaders remain accountable for execution while providing the structure, transparency, support, and disciplined management needed to drive results.
• Partners with the DOHA executive leadership team and other key leaders to identify and prioritize the highest-value opportunities for performance improvement.
• Builds organizational capability to sustain continuous improvement and drive ongoing advancement beyond the initial wave of initiatives.
• Partners with Information Technology, decision support team and other data leaders to create a unified data foundation that enables the development and deployment of scorecards, analytics, and actionable insights for leaders, faculty, and staff.
• Partners with Human Resources, clinical leadership, and operations to build leadership behaviors and workforce capabilities that improve experience and sustain transformation.
• Builds change management capability that supports adoption and reduces resistance.
• Improves access, loyalty, brand preference, referrals, and retention at UT Health RGV.
• Drives improvements in scheduling, referral management, call center performance, digital front door, navigation, wait times, communication, billing experience, and follow-up.
• Builds accountability for new patient growth, retained lives, repeat utilization, referrals, reputation strength, and wiliness to recommend where appropriate.
• Performs other duties as assigned.

Supervision Received

General supervision from assigned supervisor.

Supervision Given

Direct supervision of assigned staff.

Required Education

Master's degree in Healthcare Administration, Business Administration, or related field from an accredited university.

Preferred Education

None.

Licenses/Certifications

None.

Required Experience

Seven (7) years of progressive leadership experience in healthcare with five (5) years of the required experience in patient experience or patient performance improvement.

Preferred Experience

Demonstrated success leading complex, system-wide initiatives across multi-site clinical environments. Experience working in close partnership with clinical leadership. Experience developing and using metrics, dashboards, and analytics to inform decision-making and track performance.

Equipment

Use of standard office equipment.

Working Conditions

Needs to be able to successfully perform all required duties. Work is performed primarily in a general office environment. Some travel and weekend work is required. UTRGV is a distributed institution, which requires presence at multiple locations throughout the Rio Grande Valley.

Other

Demonstrates strong strategic and systems thinking by connecting institutional priorities to integrated experience strategies and identifying opportunities for transformation across complex environments. Possesses deep understanding of process improvement, service design, and change management principles, with the ability to apply them in large, complex organizations. Manages multiple high-priority initiatives simultaneously, ensuring alignment, accountability, and timely execution. Champions innovation and continuous improvement, fostering a culture that prioritizes efficiency, effectiveness, and stakeholder satisfaction.

Physical Capabilities

N/A

Employment Category
Full-Time

Minimum Salary
Commensurate with Experience

Posted Salary
Commensurate with Experience

Position Available Date
07/16/2026

Grant Funded Position
No

If Yes, Provide Grant Expiration Date

Posting Detail Information

Special Instructions to Applicants

Dear Applicant,

Human Resources will not be held responsible for redacting any confidential information from the documents you attach with your application. The confidential information includes the following:

Date of BirthSocial Security Number
GenderEthnicity/Race

Please make sure that you omit this information prior to submission. We are advising that Human Resources will be forwarding your application to the department as per your submission.

If you have any questions, please do not hesitate to contact us at (956)665-8880 and/or [email protected].

Additional Information

UTRGV is a distributed location institution and working location is subject to change based on need.

All UTRGV employees are required to have a criminal background check (CBC). Incomplete applications will not be considered.

Substitutions to the above requirements must have prior approval from the VP of HR & Talent Development .

Quick Link
https://careers.utrgv.edu/postings/51831