Director, Customer Experience

How you’ll contribute

A Director, LBS Customer Experience who excels in this role:

• Lead the development and execution of customer experience and enterprise service management strategies to improve service delivery across Lifepoint Business Services (LBS).

• Drive the optimization, enhancement, and adoption of ServiceNow, including evaluating workflows, identifying improvement opportunities, and prioritizing platform enhancements.

• Partner with IT and operational leaders to improve service management processes, streamline workflows, and expand automation and self-service capabilities.

• Build and maintain strong relationships with hospital leadership and internal business partners to understand service needs, resolve challenges, and improve customer satisfaction.

• Establish and monitor service standards, service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators to drive accountability and continuous improvement.

• Lead cross-functional initiatives focused on operational efficiency, process improvement, and organizational change.

• Analyze customer feedback, service performance, and operational trends to identify opportunities for improvement and develop actionable solutions.

• Support strategic growth initiatives, including the future expansion of LBS services and development of the customer experience function.

• Collaborate with executive leadership to communicate performance results, recommend improvements, and align service delivery with organizational priorities.

What we’re looking for

Applicants should have a bachelor’s degree in business administration, Healthcare Administration, Information Systems, or a related field required; master's degree preferred.

Additional qualifications include:

• 8–10 years of progressive leadership experience in healthcare operations, customer experience, enterprise service management, operational excellence, or business transformation.

• Demonstrated experience leading cross-functional initiatives, improving operational processes, and managing complex stakeholder relationships.

• Strong understanding of enterprise service management principles, service delivery processes, and performance metrics.

• Experience with ServiceNow platform optimization, governance, or implementation strongly preferred.

• Knowledge of ITIL, IT service management (ITSM), workflow automation, and continuous improvement methodologies preferred.

• Strong analytical and problem-solving skills, including the ability to evaluate performance trends, identify opportunities, and implement effective solutions.

• Excellent communication, relationship management, and influencing skills, with the ability to collaborate effectively with hospital leaders, executives, and cross-functional teams.

• Healthcare industry experience strongly preferred; candidates with relevant experience in other complex, service-oriented organizations may be considered.

• Demonstrated ability to work independently, manage competing priorities, and build new processes or functions in an evolving environment.

Why join us 

We believe that investing in our employees is the first step to providing excellent patient care. In addition to your base compensation, this position also offers:

• Comprehensive Benefits: Multiple levels of medical, dental and vision coverage for full-time and part-time employees.
• Financial Protection & PTO: Life, accident, critical illness, hospital indemnity insurance, short- and long-term disability, paid family leave and paid time off.
• Financial & Career Growth: Higher education and certification tuition assistance, loan assistance and 401(k) retirement package and company match.
• Employee Well-being: Mental, physical, and financial wellness programs (free gym memberships, virtual care appointments, mental health services and discount programs).
• Professional Development: Ongoing learning and career advancement opportunities.