Summary:

The Chief Experience Officer acts as the system champion dedicated to creating a world-class culture of excellence and providing strategic leadership for overall human resources, marketing, mission integration, and community outreach efforts including a commitment to CQI (continuous quality improvement) principles. This culture will be a key differentiator for Lutheran Senior Services as we build an environment that promotes a superior experience for residents, clients, and families, as well as a satisfying and empowering working environment for staff.  The Chief Experience Officer works with all departments to plan and enact improvements focused on a person-centered approach to every interaction, the delivery of care and services, and the creation and implementation of processes supporting LSS’ strategy, vision, mission, and ministry.  This leader works to create pathways to encourage and empower individuals at all levels to share new ideas, increase skills, and engage meaningfully in the life of the organization. The Chief Experience Officer promotes the person-centered model of service delivery by moving power to appropriate levels, raising communication, and guiding the culture while working with staff throughout the organization to diagnose and solve problems. The Chief Experience Officer also holds responsibility for DEI efforts at LSS, ensuring that all people feel welcomed, honored, and respected. Ultimately the Chief Experience Officer assures the organization is living and effectively communicating the brand promise.

Responsibilities:

Provides direct leadership to the “Senior Vice President of Workforce Excellence”, “Executive Director of Marketing and Communications”, and “Director of Mission Integration”

Builds a culture of excellence leading the enhanced customer experience and loyalty across the system

Collaborates to build the internalization efforts of LSS Mission and Values, ensuring culture is at the center of the employee experience from hiring and onboarding to development and retention

Builds a multi-year plan with team for executing Person Centered culture change and delivering the brand promise

Provides strategic leadership by articulating HR needs and plans to the Senior Leadership team, key stakeholders, and Board of Directors

Promotes employee growth, engagement, retention, and productivity across the organization, collaborating with LSS leaders to hire the right team members, grow them intentionally, and empower them to lean into discomfort, drive creativity, and spark innovation

Identifies, develops, and evaluates marketing strategy in collaboration with the Executive Director of Marketing and Communications

Supports the development, articulation, and implementation of the system’s DEI strategy

Serves as an internal consultant to the President & CEO and as a workforce and culture development consultant to the Senior Leadership team

Collaborates cross-functionally throughout the organization to ensure consistency of culture by partnering with Leadership and all partners to exceed the expectations of staff, residents, clients, and families

Creates and tracks customer experience metrics and related management dashboards, including benchmark creation and improvement over time.

Establishes an integrated structure(s) to assess customer experience.  Performs observations to sustain best practices through programs.

Monitors resident/client and employee satisfaction data and establishes strategies to achieve strong scores in experience and loyalty; Provides information to appropriate staff

Measures effectiveness of service strategies and implements improvements

Ensures an expedited process of problem resolution and service recovery for solving customer issues that get escalated

Ensures that customers’ needs are taken into account in all key decisions

Participates on various outside Customer Experience, Person Centered Care, and/or industry leadership associations, task forces and conferences, to remain current in client experience best-practices

Promotes Person Centered Care throughout organization, as well as externally on a state-wide and national basis

Qualifications, Knowledge, Skills & Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. 

?7+ years’ experience as an organization development leader, combined with healthcare or non-profit experience.  Experience from fields other than aging services welcome.

?Bachelor’s degree required; Master's degree strongly preferred

?Demonstrated track record of bringing great ideas in senior services or other fields to fruition through the alignment of ideas, people and processes using self-directed work teams

?The ability to act as a coach for senior leaders and executives in helping them fulfill the role of change and culture sponsors

?Ability to provide direct support and coaching to front-line managers and supervisors as they help their direct reports through transitions and creating experiences

?The ability to work through the people who are "engaging with residents and clients” to achieve the desired resident and family experience outcomes

?The ability to integrate resident experience initiatives into other improvement plans and programs

?Highly collaborative, particularly in mutually beneficial ways with peer senior leaders

?Outstanding interpersonal skills including strong verbal and written communication skills

?Enthusiastic, independent, creative, highly skilled, consumer focused healthcare leader

?Flexibility and problem-solving attitude