VP, Consumer Experience - Call Experience Transformation

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Your future role at a glance

  • *Location:**
Remote with weekly travel required
  • *Department/Specialty:**

PreCare Experience Administration

  • *Salary:**
$222,000 - $299,700 per year

Eligible for an annual bonus incentive

As a key member of the Consumer Experience senior leadership team, this role is expected to be a fluent advocate and transformation lead for the broader consumer experience strategy at Ascension. You will directly oversee the contact center and elevate enterprise-wide standards for call handling performance.

You will build and lead a mission-aligned team while simultaneously deploying AI and automation at scale to accelerate appointment growth, enhance access to care, and enable our talent to simply and seamlessly manage highly complex consumer needs.

Ultimately, this leader is accountable for driving efficient growth, optimizing cost structures, leveraging advanced AI, elevating our team’s capabilities, and delivering superior service across all consumer voice and chat-based interactions.

Life at Ascension: Where purpose meets opportunity

Ascension is a leading nonprofit Catholic health system with a culture and associate experience grounded in service, growth, care and connection. We empower our 99,000+ associates to bring their skills and expertise every day to reimagining healthcare, together. Recognized as one of the Best 150+ Places to Work in Healthcare and a Military-Friendly Gold Employer, you’ll find an inclusive and supportive environment where your contributions truly matter.

Benefits that help you thrive

  • Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA options
  • Financial security & retirement: employer-matched 403(b), planning and hardship resources, disability and life insurance
  • Time to recharge: pro-rated paid time off (PTO) and holidays
  • Career growth: Ascension-paid tuition (Vocare), reimbursement, ongoing professional development and online learning
  • Emotional well-being: Employee Assistance Program, counseling and peer support, spiritual care and stress management resources
  • Family support: parental leave, adoption assistance and family benefits
  • Other benefits: optional legal and pet insurance, transportation savings and more
  • Benefit options and eligibility vary by position, scheduled hours and location.
Benefits are subject to change at any time. Your recruiter will provide the most up-to-date details during the hiring process.*

How you’ll make an impact in this role

Oversee the Consumer Experience (CX) team and is accountable for developing and implementing innovative new and reimagining underperforming experiences.

  • *Responsibilities**
  • Develop strategies, test business cases, and deliver for specific experience attributes such as the transformation of billing and other experiences. Collaborate with other key leaders regarding non-technology decisions.
  • Foster the development of innovative ideas and practical solutions to create new experiences.
  • Serve as a change agent and motivate others to reach beyond their current knowledge base and explore advancements that serve consumers, associates, and the bottom line.
  • Oversee market efforts for large-scale consumer-facing technology implementations. Collaborate with key partners within digital and technology teams to build a launch plan, test, and implement around digital experiences and investments.
  • Ensure strategic and operational plans, communications, and other activities across market lines of business are aligned and intentional. This includes the alignment of CX goals across the organization.
  • People Leadership & Culture: Build and lead a high-performing, mission-aligned team of 700+ employees while fostering a culture of ownership, accountability, and development that drives employee retention, engagement, and excellence across diverse markets and service lines.
  • Experience Advocacy & Advancement: Advance consumer experience across the care continuum by serving as a key leader who champions a culture of listening, leverages data and consumer insights to drive meaningful change, challenges the status quo, and inspires organization-wide excellence in delivering modern, patient-centered experiences.
  • AI-First Transformation & Strategy: Lead the shift to an AI-first contact center by deploying automation and AI-enabled agents, redesigning workflows and staffing models, advancing unified voice and digital access strategies, and continuously evolving services to drive innovation, efficiency, and patient-centered engagement.
  • Growth Performance Acceleration: Expand centralized scheduling and standardize practices across markets to drive appointment growth, improve capture and conversion, reduce leakage,
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Common Interview Questions And Answers

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