[Hiring] VP, Consumer Experience - Call Experience Transformation @Ascension

Role Description

As a key member of the Consumer Experience senior leadership team, this role is expected to be a fluent advocate and transformation lead for the broader consumer experience strategy at Ascension.

• Directly oversee the contact center and elevate enterprise-wide standards for call handling performance.
• Build and lead a mission-aligned team while deploying AI and automation at scale to accelerate appointment growth, enhance access to care, and enable talent to manage complex consumer needs.
• Accountable for driving efficient growth, optimizing cost structures, leveraging advanced AI, elevating team capabilities, and delivering superior service across all consumer voice and chat-based interactions.

Qualifications

• Associate's degree/Bachelor's degree with 7 years of applicable cumulative job specific experience required, with 4 of those years being in leadership/management.
• Master’s degree preferred.
• 15+ years leading large-scale contact centers or customer operations.
• Demonstrated ability to inspire and retain a distributed/remote workforce of 500+ FTEs.
• Success in deploying AI, automation, and digital enablement at scale within a complex organization.
• Experience managing $40M+ operating budgets with strong financial acumen.
• Ability to independently set priorities, take appropriate risks, and present to seniormost leadership without oversight.
• Capable of turning complex operational data into clear, actionable stories for executive leadership.
• Skilled at building strong relationships, consensus, and driving cross-functional alignment in a large, matrixed environment.

Requirements

• Oversee the Consumer Experience (CX) team and develop and implement innovative new and reimagining underperforming experiences.
• Develop strategies, test business cases, and deliver for specific experience attributes such as the transformation of billing and other experiences.
• Foster the development of innovative ideas and practical solutions to create new experiences.
• Serve as a change agent and motivate others to explore advancements that serve consumers, associates, and the bottom line.
• Oversee market efforts for large-scale consumer-facing technology implementations.
• Ensure strategic and operational plans, communications, and other activities across market lines of business are aligned and intentional.
• Build and lead a high-performing, mission-aligned team of 700+ employees.
• Advance consumer experience across the care continuum.
• Lead the shift to an AI-first contact center by deploying automation and AI-enabled agents.
• Expand centralized scheduling and standardize practices across markets to drive appointment growth.
• Ensure empathetic, high-quality call experiences while maintaining operational resilience.

Benefits

• Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA options.
• Financial security & retirement: employer-matched 403(b), planning and hardship resources, disability and life insurance.
• Time to recharge: pro-rated paid time off (PTO) and holidays.
• Career growth: Ascension-paid tuition (Vocare), reimbursement, ongoing professional development and online learning.
• Emotional well-being: Employee Assistance Program, counseling and peer support, spiritual care and stress management resources.
• Family support: parental leave, adoption assistance and family benefits.
• Other benefits: optional legal and pet insurance, transportation savings and more.