Corporate Vice President, Customer Experience and Innovation

Norfolk, VA
May 24, 2017
Nov 14, 2017
Full Time
Job Description:

For additional information about this opportunity, or to be considered further, please contact Brian Barton with Spencer Stuart at

The Corporate Vice President, Customer Experience and Innovation will collaborate with others to develop and implement consumer centric strategies and processes that are easy for customers to use, provide the information needed to make informed choices and strengthen brand loyalty. The ability to use analytics, information technology, and interpersonal skills to drive process and consumer-centric improvements will be key.

The CVP must be a team player who values problem solving and mutual support. Through a high level of emotional intelligence, the CVP will focus on building relationships to facilitate and drive alignment. He/she will be collaborative and collegial and possess the confidence to make tough decisions. He/she will be a charismatic, energetic, and diplomatic leader with the interpersonal skills and intellect needed to drive value for patients. He/she will be an active listener and demonstrate great respect for others as well. The incumbent will be empathic, thoughtful, and patient, and have the ability to develop positive and productive relationships to decisively build consensus.

As standards in healthcare continue to demand high quality comprehensive clinical services that are easy for consumers to understand and access, the CVP must possess a vision and leadership approach that will elicit support from clinical and operational staff. Fundamental to these efforts is the promotion of a patient-centric approach to providing patient and customer care and service across the organization. The CVP, Customer Experience and Innovation will work with physician leaders to achieve operational, financial, and performance metrics.

To support team and institutional success, the CVP will establish a clear vision and execution plan and communicate it effectively to key stakeholders. He/she will create and foster a culture that encourages and supports change. The CVP will model the vision and encourage others to commit to and champion this customer centric approach. Through inspirational leadership, the CVP will introduce new ways of thinking and doing business and must be willing to advocate for an unpopular position when it is justified by data and/or the agreed upon organizational strategy and customer needs. The CVP will develop a culture that is patient-centric and team-based, cultivating a great place to work that fosters innovation and patient centered work practices.

In this role, the CVP, Customer Experience and Innovation will:

  • Develop business cases to turn early stage investments, strategic growth funding, or fundamentally new business models into strategic assets and eventually new revenue streams by developing new ambulatory retail strategies.
  • Redesign existing ambulatory services into dynamic retail destinations. Leverage operating responsibilities for innovation around the customer experience. Will be accountable for the P&L of assigned ambulatory services.
  • Develop and drive a passionate, customer-focused vision, strategy and execution plan for the organization that can seamlessly accommodate customer relationship building, business and clinical needs.
  • Collaborate with strategy, marketing and operations to define who the customer is and the role that the customer experience has in driving business growth.
  • Work closely with clinical and system leadership to implement new programs, technologies and strategies that improve care delivery across the entire care continuum.
  • Guide the organization towards adopting new technologies and other new initiatives to move point of care onto a digital platform.
  • Develop an analytic method to measure improvement in customer experience, and reinforce a discipline around gathering facts and data to improve the overall customer experience.

Education Level
Doctor of Medicine is strongly preferred. Master's degree in business administration, healthcare administration, medical management, or equivalent business degree preferred.

• Ten years of progressively increasing levels of executive responsibility with proven results required. Prefer that some of that experience is in an integrated health system or health related business. Retail experience would be highly valued.
• Operational experience leading clinical departments, prior CMO experience and/or experience leading population health programs or a Clinically Integrated Network is preferred.
• Previous experience leading functions of similar scope and operational complexity is required. Prefer experience with evolving reimbursement models.

For additional information about this opportunity, or to be considered further, please contact Brian Barton with Spencer Stuart at

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