Director of Client Experience

SUMMARY

The Director of Client Experience is responsible for leading and continuously enhancing the end-to-end client experience, serving as the primary connector between clients and internal teams throughout the engagement lifecycle. This role owns the design, execution, and improvement of the client journey from initial onboarding and readiness through operational execution, closeout, and ongoing relationship management. The Director of Client Experience acts as a senior client-facing leader, providing strategic guidance, executive presence, and operational expertise to ensure exceptional service delivery, consistent communication, and strong client partnerships.

Working cross-functionally within USN and IGV shared services, this position ensures seamless coordination across all client touchpoints, proactively identifies and resolves service gaps, and champions a client-first culture throughout the organization. The Director also serves as a strategic resource for business development efforts, supporting presentations, RFPs, and client relationship growth while driving continuous improvement through client feedback, post-engagement reviews, and operational best practices.

This role combines client relationship leadership, business development support, and strategic planning to strengthen client satisfaction, improve service outcomes, and support long-term organizational growth.

RESPONSIBILITIES

· Own and continuously improve the USN client journey across project launch, onboarding, readiness, execution, closeout, and ongoing relationship management.

· Define the client experience standards, touchpoints, communication cadence, decision pathways, handoffs, and service expectations for each phase of an engagement.

· Serve as a senior client-facing partner and consistent point of continuity, helping clients navigate the engagement lifecycle and connecting them with the appropriate internal workstream leaders.

· Serve as the leadership sponsor on priority client calls, providing executive presence, operational credibility, continuity, and support while reinforcing clear ownership and follow-through.

· Maintain oversight of client priorities and commitments across the broader relationship, supporting the Client Operations Lead in delivering aligned internal direction and coordinated client communication.

· Establish methods to capture client feedback throughout the engagement, synthesize themes, and convert insights into measurable service improvements.

· Champion a client-first mindset across internal teams while balancing operational feasibility, contractual commitments, risk, and business priorities.

· Maintain visibility to the client experience across workstreams and intervene when gaps, conflicting messages, missed commitments, or unresolved decisions could affect trust or project outcomes.

· Act as a strategic resource to Sales and Account Management for client sales presentations, finalist presentations, capability discussions, and RFP or RFI responses.

· Lead key client status meetings and executive touchpoints, providing clear updates on readiness, progress, risks, decisions, and next steps.

· Lead the Client Onboarding and Education team, establishing a consistent client onboarding experience from project launch through execution readiness.

· Maintain a holistic view of the engagement and ensure the client receives coordinated communication across Operations, Clinical, Recruitment, Credentialing, Logistics, and other teams.

· Act as the client experience escalation point for issues that cross workstreams or require coordinated leadership attention; drive timely resolution and transparent follow-through.

· Coach and develop client-facing team members across workstreams to strengthen client communication, relationship management, and service consistency.

· Provide onsite client leadership relationships and command center support during strike operations as needed.

· Lead the client-facing closeout process, ensuring operational, financial, reporting, and relationship follow-up is coordinated and completed.

· Assist with post-engagement debriefs with clients to evaluate outcomes, capture feedback, recognize successes, address concerns, and identify opportunities for future partnership.

· Partner with internal leaders to conduct lessons-learned reviews and convert findings into clear process, tool, training, or service improvements.

· Track client experience themes and provide leadership with recommendations related to service quality, journey improvements, relationship health, and future opportunities.

· Participate in early client conversations to bring operational credibility, explain USN capabilities and readiness, and shape an experience that can be successfully delivered.

· Perform additional duties as requested by management.

REQUIREMENTS AND EXPERIENCE

· Bachelor’s degree required, although relevant work experience may be considered in lieu of a degree.

· Minimum 5 years of experience in client facing role in the staffing services industry and/or hospital environment preferred.

· Experience in project coordination, operations support, or project management is essential.

· Working knowledge of Bullhorn, HubSpot, Smartsheet, or similar systems preferred.

· Strong technical skills, including proficiency in Microsoft Office, Outlook, Excel, Word, PowerPoint, and Smartsheet.

· Ability to quickly adapt to new tools, technologies, systems, and operational processes.

· Excellent verbal and written communication skills, including the ability to coordinate and lead client-facing and internal operational calls.

· Ability to confidently present to diverse audiences in virtual settings, both on camera and through screen sharing, while adapting communication style to effectively engage internal teams and external stakeholders

· Strong organizational, time management, prioritization, and follow-up skills.

· Ability to manage multiple priorities in a fast-paced, high-pressure environment.

· Strong decision-making skills, including the ability to interpret procedures, policies, and project requirements.

· High level of interpersonal skill and discretion when handling sensitive or confidential information.

· Ability to coordinate across departments and functional areas to support work production and service quality.

· Demonstrated sense of urgency and accountability.

· Ability to build and maintain professional working relationships with internal teams and external stakeholders.

· Ability to remain calm, professional, and solution-focused during high-stress situations.

· Flexible and adaptable, with the ability to adjust schedules, priorities, and tasks based on business needs.

· Commitment to organizational core values: Integrity, Compassion, and Excellence.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• •Ability to use sensory skills to effectively communicate and interact with other employees and the public through use of the telephone, email, video conference and face to face contact
• •Ability to use manual dexterity, visual acuity and hearing acuity to effectively use and operate office related equipment such as but not limited to a computer, copier, scanner, camera, phone, headset, keyboard and mouse
• •Ability to sit for extended periods of time at a keyboard and workstation with low periods of reaching and standing

· Ability to lift up to 15 pounds at times

· This position may require the incumbent to travel. Traveling conditions may increase working hours above the minimum working hours listed above.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Ingenovis Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state,