Vice President Customer Digital Experience

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

Job Description Summary:

The Vice President of Customer Digital Experience is a transformative leader responsible for designing, delivering, and continuously improving the end-to-end digital front door for the health system. This role will reimagine how consumers discover, access, engage with, and navigate care, creating an experience that is intuitive, personalized, and frictionless.

As a critical pillar of the organization’s strategy to differentiate on experience, this leader will integrate digital capabilities across scheduling, access, communication, navigation, and virtual care, ensuring that every interaction reflects ease, transparency, and trust.

OhioHealth's customer-centric aspirations are reliant on technology, digital, and AI to enable personalized experiences. In close partnership with IT, this role is central to repositioning the health system as a customer-preferred brand—one that is easy to access, simple to navigate, and deeply responsive to individual needs. By removing friction and creating intuitive

Responsibilities And Duties:

• Partnership with IT:
• Partner closely with IT leadership, enterprise architecture, and digital engineering teams to translate consumer experience priorities into scalable, secure, and interoperable technology solutions that align with enterprise platforms, infrastructure, cybersecurity, and EHR/CRM roadmaps.
• Lead through agile ways of working, partnering with product managers, designers, developers, and operational stakeholders to prioritize the digital access backlog, define MVPs, accelerate delivery, and continuously improve solutions based on consumer feedback, data, and measurable outcomes.
• Collaborate on a shared operating model with IT and cross-functional agile teams that clarifies governance, decision rights, release planning, and accountability—ensuring digital initiatives move quickly while meeting clinical, regulatory, integration, and operational requirements.

• Digital Access Strategy & Vision:
• Define and execute a bold, consumer-centric digital access strategy aligned to enterprise growth and experience goals
• Continually refine the health system’s “digital front door” vision, integrating web, mobile, patient portals, virtual care, and emerging technologies
• Partner with executive leadership to position digital access as a key market differentiator
• Define a digital strategy aligned to access, engagement, and care delivery
• Lead digital innovation efforts including AI-driven navigation, chatbots, and emerging solutions

• Experience Design & Journey Transformation:
• Lead end-to-end redesign of consumer journeys—from awareness and search through scheduling, care delivery, and follow-up
• Embed human-centered design principles and voice-of-customer insights into all digital experiences
• Eliminate friction in high-impact moments (e.g., finding care, scheduling, referrals, billing transparency)
• Own the end-to-end digital patient experience across web, mobile, portals, and emerging platforms
• Improve digital access, automation and self-service in support of DRIVE

• Access Optimization:
• Own enterprise digital access performance, including online scheduling, self-service utilization, wait times, and conversion rates
• Expand digital capabilities such as real-time scheduling, automated triage, digital intake, and proactive outreach
• Ensure seamless interoperability across EHR, CRM, contact center, and digital platforms

• Omnichannel Integration:
• Create a unified experience across digital, contact center, and in-person access points
• Align digital channels with call center operations to enable channel fluidity and consistent experiences
• Drive adoption of digital tools among consumers, caregivers, and providers

• Data, Personalization & Insights:
• Leverage analytics, AI, and CRM capabilities to personalize consumer interactions and anticipate needs
• Develop dashboards and KPIs that track access, experience, growth, and digital engagement
• Use insights to continuously refine access strategies and improve conversion and retention
• Optimize usability, accessibility, and personalization across digital touchpoints
• Establish governance to review and monitor digital communications for compliance and customer preference

• Innovation & Market Differentiation:
• Monitor market trends and emerging technologies (AI, digital navigation, care-at-home, etc.)
• Pilot and scale innovative access solutions that set the organization apart in the market
• Manage and continuously improve tech stack related to experience, reputation and marketing
• Build partnerships with external vendors, startups, and technology leaders

• Team Leadership & Governance:
• Build and lead a high-performing, cross-functional team across digital product, UX, access operations, and analytics
• Establish governance models that align clinical, operational, and digital priorities
• Collaborate closely with IT, marketing, operations, and clinical leadership

• Key Performance IndicatorsAlignment with strategic business objectives
• Growth in digitally sourced patients and encounters
• Digital self-service adoption (e.g., online scheduling rates)
• Consumer experience scores (e.g., CAHPS, NPS, digital satisfaction)
• Time-to-access and reduction in friction points
• Conversion rates across digital channels
• Engagement and retention of consumers across journeys

Minimum Qualifications:

Bachelor's Degree

Additional Job Description:

Work Shift:

Day

Scheduled Weekly Hours :

40

Department

Ohiohealth Administration

• Join us!
• ... if your passion is to work in a caring environment
• ... if you believe that learning is a life-long process
• ... if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment