Journey Management Director - CHG Medical Staffing

CHG shook things up in 1979 by inventing the locum tenens staffing model. We connect doctors with patients who need their care. As the largest physician staffing firm in America, our providers treat millions of patients each year.

Our industry is growing and demand is high. This means you'll have plenty of opportunities to grow and develop in your career. Keeping healthcare healthy can be as fun as it is rewarding

The Customer Experience Director will play a pivotal role in transforming our customer experience strategy by implementing and overseeing the journey management function. As a key strategic contributor within the Customer Experience team, this individual will be responsible for defining and optimizing customer journeys across all touchpoints. The ideal candidate will have a deep understanding of the healthcare staffing industry, exceptional strategic thinking abilities, and a proven track record in journey management and customer experience optimization.

Responsibilities:

• Customer Advocacy: Act as the voice of the customer within the organization, championing customer needs and advocating for enhancements to the customer experience.
• Strategic Planning and Implementation: Develop and implement a comprehensive journey management strategy that aligns with the company's overall business goals and enhances customer satisfaction and retention.
• Story Telling: Crafts and communicates compelling narratives that effectively convey the customer's experience and inspire internal stakeholders to take continuous improvement actions.
• Cross-Functional Collaboration: Work closely with product development, creative development, marketing, sales, and operations teams to embed journey management into the product development process and ensure a seamless customer experience.
• Data Analysis and Insights: Utilize data analytics tools to track and measure the effectiveness of customer journeys, providing actionable insights to drive continuous improvement.
• Journey Mapping: Create detailed journey maps and other journey artifacts to visualize and analyze customer experiences, identifying key touchpoints and opportunities for improvement.
• Training and Development: Develop and deliver training programs to educate employees on journey management principles and best practices.
• Team Lead through Influence: Lead through influence by collaborating with cross-functional teams, inspiring and motivating stakeholders to embrace journey management principles, and fostering a culture of collaboration, innovation, and excellence.

Qualifications:

• Customer Journey Management: Expert knowledge of journey mapping, customer experience design, and journey optimization techniques.
• Healthcare Industry Expertise: In-depth understanding of the healthcare staffing industry, including market trends, regulatory requirements, and customer needs.
• Analytical Skills: Strong analytical and critical thinking skills, with the ability to interpret complex data and translate insights into actionable strategies.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively present to and influence stakeholders at all levels.
• Strategic Lead: Proven ability to lead through influence, building strong relationships and driving change across cross-functional teams.
• Project Management: Strong project management skills, with the ability to manage multiple initiatives simultaneously and deliver results on time and within budget.
• Customer-Centric Mindset: Passion for delivering exceptional customer experiences and a deep understanding of customer-centric design principles.

Education and Years of Experience:

• Education: Bachelor's degree in marketing, Business Administration, Healthcare Management, or a related field. Master's degree preferred.
• Experience: A minimum of 8-10 years of experience in customer experience, journey management, marketing, or a related field, with at least 5 years in a strategic role.
• Industry Experience: Prior experience in the healthcare staffing industry or a related healthcare field is highly desirable.

Preferred:

• Certifications: Relevant certifications in journey management, customer experience, or project management (e.g., CCXP, PMP).
• Technology Proficiency: Experience with journey mapping and analytics tools (e.g., Adobe Experience Manager, Qualtrics, Salesforce).
• Innovative Thinking: Proven ability to drive innovation and implement creative solutions to enhance the customer experience.
• Change Management: Experience in leading organizational change initiatives and embedding new functions within existing structures.

We believe in fair compensation for all of our people, which is why our pay structure takes into account the cost of labor across U.S. geographic markets. For this position, we offer a pay range of $114,300 -- $310,100 annually, with pay varying depending on work location and job-related factors such as knowledge, position level and experience. During the hiring process, your recruiter can provide more information about the specific salary range for the job location.

CHG Healthcare offers starting salaries for sales positions in the form of total target compensation (TTC = base + commission + bonus), which includes base pay, commission, and bonuses. Sales positions receive short-term incentives through commission plans and bonuses. On the other hand, non-sales positions have starting salaries that consist of a base salary and short-term incentives through various bonus plans, which are paid out monthly, quarterly, or annually.

In return we offer:

• 401(k) retirement plan with company match

• Traditional healthcare benefits such as medical and dental coverage, and some unique benefits like onsite health centers, corporate wellness programs, and free behavioral health appointments.
• Flexible work schedules - including work-from-home options available
• Recognition programs with rewards including trips, cash, and paid time off
• Family-friendly benefits including paid parental leave, fertility coverage, adoption assistance, and marriage counseling
• Tailored training resources including free LinkedIn learning courses
• Volunteer time off and employee-driven matching grants
• Tuition reimbursement programs

Click here to learn more about our company and culture.

CHG Healthcare values a diverse and inclusive workforce. Interested in this role but not a perfect fit? Apply anyway.

We welcome applicants of any race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status and individuals with disabilities as an Affirmative Action/Equal Opportunity Employer. We are an at-will employer.

What makes CHG Different?