Vice President Customer Digital Experience

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

Bachelor’s Degree