VP, Consumer and Patient Experience Journeys
Kaiser Permanente
Description: Job Summary:
Essential Responsibilities:
The Vice President of Consumer Experience Journeys will be responsible for setting strategic priorities to enhance the consumer journey in coordination with all markets and key national functions. This role has oversight for the design, testing, and implementation of innovative solutions that improve the overall consumer experience, while managing continuous enhancements.
The VP will lead cross-functional teams to identify pain points, leverage consumer insights, and drive initiatives that foster seamless interactions at every touchpoint.
Enhancing the ability of Medical Centers to achieve top decile Consumer Experience across the continuum and position Kaiser Permanente as a member experience leader nationally and internationally.
Overseeing the development and progression of key operational relationships with The Permanente Medical Group (TPMG) and KP Operations for the achievement of the highest Consumer Experience.
Improve member satisfaction through in-depth collection of data and comprehensive analytics. Uses market analysis to actively develop new consumer experience enhancements and communicate insights to key partners.
Identify opportunities to reduce complaints and grievances through evaluation of real time patient feedback, solve service gaps and improve services through partnerships across National Functions, markets, and PMG.
Building and maintaining responsive, motivated, and efficient departments that support Operations to ensure results orientation.
Lead, hire, manage, develop, and retain a skilled team of experience improvement professionals with responsibility for developing, assessing, building partnerships with regional leads for specific programs, monitoring and improving consumer experience and KP Consumer Strategy initiatives.
Stay up to date on leading industry trends on customer experience improvement and experience measurement and lead knowledge share efforts across the organization to enhance focus and understanding of leaders of value of experience improvement.
Define and execute overall program end-state strategic vision and program roadmap; Determine objectives and set priorities and define metrics for overall program; Facilitate and drive decisions regarding strategy and priorities required to accomplish the scope of the projects and programs. Reviews program performance and makes changes as appropriate.
Creates processes and procedures for the development and execution of organizational change management (e.g., user adoption, implementation, and training plans); Promotes, refines, and oversees adherence to established processes and policies (e.g., domain standards, Kaiser standards); Oversees projects and programs team members and holds team members accountable for results; Leverages expertise to create a clear vision of overall project goals and objectives.
Provides leadership and direction in the resolution of highly strategic and sensitive issues, for projects of national and/or cross-functional scope, involving multiple stakeholders.
Provides structure to undefined issues for resolution, research issues, summarizes information and works with relevant stakeholders to provide the executive with the information needed to make sound decisions.
Utilizes knowledge of the business and initiatives to answer questions and clarify expectations of senior executives.
Leads the communication of executive and leadership communication for the CPX organization partners with stakeholders to provide leadership on communication targeted to the CPX organization.
Working with analytical partners, reviews and evaluates analyses identifying the contributing factors of business value for programs and for Kaiser Permanente.
Partners with financial planning and analysis to model benefits/value realization for priority initiatives.
By cultivating a holistic approach to journey management, this position aims to elevate consumer satisfaction and loyalty, ensuring that the organization remains responsive to evolving customer needs, leading to membership retention and growth.
Experience
Minimum twelve (12) years of progressively responsible experience in a large-scale health plan and /or care delivery system or consumer-focused organization.
Minimum ten (10) years with supervisory experience with direct reports.
Minimum ten (10) years of experience leadership or management experience in one or more of the following areas: health plan operations, program design and implementation, change management, corporate transformation, consumer or patient experience, member or care experience.
Education
Bachelor’s degree in Health Administration, Business, Finance, Economics, Public Health, Architecture / Design, Marketing or related field.
License, Certification, Registration
N/A
Additional Requirements:
Analytic Skills
Highly analytical and able to evaluate complex data scenarios and develop business action plans and strategies.
Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner.
Demonstrated ability to analyze and define business problems, provide predictive analysis, and identify appropriate business insights and solutions.
Experience leading the development of analytic strategy in health care settings and translating that strategy into business operations or management.
Strategy Competencies
Lead strategy and facilitate across the various entities with which this position will partner.
Demonstrated ability in integrating numerous complex projects, integrating multiple strategic and operational models, assessing outcomes/gaps, and managing resources to meet project timelines.
Demonstrated strategic and program planning skills; demonstrated experience with both strategy and operational transformation
Proven ability to balance execution of the strategic vision through leadership and delegation, with a willingness and competence to dive into the details as required Leadership Competencies
Communication skills characteristic of an executive who excels in communicating in a variety of formal and informal presentation settings, large and small, both inside and outside the organization, and issuing cogent and consistent written messages that build confidence and achieve desired outcomes.
Demonstrates integrity, collaboration, confidentiality, and sound business judgment.
A positive and optimistic leadership style that is maintained despite tight deadlines and competing priorities.
Demonstrated ability to 1) effectively work in an ambiguous environment, 2) effectively work in a cross-team environment and 3) succeed in a complex and dynamic work environment.
Decisiveness, action-orientation, personal integrity, capability to persevere in difficult situations and a focus on strategic leadership issues highly desired.
Incumbent should also possess an open, collaborative leadership style that promotes teamwork and partnership while achieving desired results
Must be able to work in a Labor/Management Partnership environment.
Demonstrated dedication to diversity and inclusion.
Experience in highly regulated industries such as health care, financial services, or technology. Management Skills
Demonstrated executive leadership skills in a matrix management environment that includes influencing, collaboration, candor, and openness with a focus on execution and results.
Demonstrated executive level skills in managing leaders and staff, including staff development, coaching/mentoring, performance reviews, financial performance, and administration of human resources policies.
Demonstrated skills in team building and organizational development
Demonstrated executive level skills in managing leaders and staff, including staff development, and coaching/mentoring.
Stakeholder Engagement
To be successful in this role, it is mandatory to have a leader with strong business acumen, knowledge of healthcare industry, health plan operations and understanding of the Kaiser Permanente environment. This leader must form and manage exceptional collaborative relationships with Kaiser Permanente executive leadership, national functions, and market business leaders across both Health Plan and Care Delivery functions including PMG.
Demonstrated ability to lead innovation and change, leading broad-scale change management and human centered design efforts, project work involving various partners including Medical Group and/or Labor partners.
Demonstrated success in leading significant organizational change and exercising senior leadership decision making.
Excellent interpersonal skills (negotiation, listening and communication skills) characterized by effective interactions with a diverse range of internal and external constituents, stakeholders and audiences.
Demonstrated political savvy - Able to operate in politically complex situations and remain effective.
Preferred Qualifications:
Minimum ten (10) years managing operational budgets and financials.
Minimum five (5) or more years supervising and managing teams that oversee design and implementation of cross-functional patient experience programs. Experience should include working with executive-level leadership as a strategic thought partner.
Master’s degree highly preferred.
The Vice President of Consumer and Patient Experience Journeys is responsible for supporting the execution of Kaiser Permanente's national Consumer and Patient Experience strategies in partnership with the Chief Consumer and Patient Experience Officer, to optimize KPs total member and consumer experience offerings by designing and managing KP’s journey management strategy. The Vice President, Consumer and Patient Experience Journeys is a key leader at the national level and, with the Chief Consumer and Patient Experience Officer, an accountable executive with oversight and management of the consumer experience processes and functions to address market and consumer expectations. In collaboration with national executive leaders and the medical group, this position will be accountable for service outcomes and will lead the exceptional care experience strategies. Directs organization efforts to monitor, measure and assess progress of delivering on KP’s Consumer Strategy, through the strategic coordination of accountable leaders for more than a dozen areas of cross-functional experience improvement work and continually improving experience measurement.
Essential Responsibilities:
The Vice President of Consumer Experience Journeys will be responsible for setting strategic priorities to enhance the consumer journey in coordination with all markets and key national functions. This role has oversight for the design, testing, and implementation of innovative solutions that improve the overall consumer experience, while managing continuous enhancements.
The VP will lead cross-functional teams to identify pain points, leverage consumer insights, and drive initiatives that foster seamless interactions at every touchpoint.
Enhancing the ability of Medical Centers to achieve top decile Consumer Experience across the continuum and position Kaiser Permanente as a member experience leader nationally and internationally.
Overseeing the development and progression of key operational relationships with The Permanente Medical Group (TPMG) and KP Operations for the achievement of the highest Consumer Experience.
Improve member satisfaction through in-depth collection of data and comprehensive analytics. Uses market analysis to actively develop new consumer experience enhancements and communicate insights to key partners.
Identify opportunities to reduce complaints and grievances through evaluation of real time patient feedback, solve service gaps and improve services through partnerships across National Functions, markets, and PMG.
Building and maintaining responsive, motivated, and efficient departments that support Operations to ensure results orientation.
Lead, hire, manage, develop, and retain a skilled team of experience improvement professionals with responsibility for developing, assessing, building partnerships with regional leads for specific programs, monitoring and improving consumer experience and KP Consumer Strategy initiatives.
Stay up to date on leading industry trends on customer experience improvement and experience measurement and lead knowledge share efforts across the organization to enhance focus and understanding of leaders of value of experience improvement.
Define and execute overall program end-state strategic vision and program roadmap; Determine objectives and set priorities and define metrics for overall program; Facilitate and drive decisions regarding strategy and priorities required to accomplish the scope of the projects and programs. Reviews program performance and makes changes as appropriate.
Creates processes and procedures for the development and execution of organizational change management (e.g., user adoption, implementation, and training plans); Promotes, refines, and oversees adherence to established processes and policies (e.g., domain standards, Kaiser standards); Oversees projects and programs team members and holds team members accountable for results; Leverages expertise to create a clear vision of overall project goals and objectives.
Provides leadership and direction in the resolution of highly strategic and sensitive issues, for projects of national and/or cross-functional scope, involving multiple stakeholders.
Provides structure to undefined issues for resolution, research issues, summarizes information and works with relevant stakeholders to provide the executive with the information needed to make sound decisions.
Utilizes knowledge of the business and initiatives to answer questions and clarify expectations of senior executives.
Leads the communication of executive and leadership communication for the CPX organization partners with stakeholders to provide leadership on communication targeted to the CPX organization.
Working with analytical partners, reviews and evaluates analyses identifying the contributing factors of business value for programs and for Kaiser Permanente.
Partners with financial planning and analysis to model benefits/value realization for priority initiatives.
By cultivating a holistic approach to journey management, this position aims to elevate consumer satisfaction and loyalty, ensuring that the organization remains responsive to evolving customer needs, leading to membership retention and growth.
This position has a target base salary of $279,000 to $348,750 and is eligible for incentive compensation, an executive allowance, comprehensive health, wellness, time off, savings, and retirement benefits, as well as relocation support, as applicable
Basic Qualifications:Experience
Minimum twelve (12) years of progressively responsible experience in a large-scale health plan and /or care delivery system or consumer-focused organization.
Minimum ten (10) years with supervisory experience with direct reports.
Minimum ten (10) years of experience leadership or management experience in one or more of the following areas: health plan operations, program design and implementation, change management, corporate transformation, consumer or patient experience, member or care experience.
Education
Bachelor’s degree in Health Administration, Business, Finance, Economics, Public Health, Architecture / Design, Marketing or related field.
License, Certification, Registration
N/A
Additional Requirements:
Analytic Skills
Highly analytical and able to evaluate complex data scenarios and develop business action plans and strategies.
Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner.
Demonstrated ability to analyze and define business problems, provide predictive analysis, and identify appropriate business insights and solutions.
Experience leading the development of analytic strategy in health care settings and translating that strategy into business operations or management.
Strategy Competencies
Lead strategy and facilitate across the various entities with which this position will partner.
Demonstrated ability in integrating numerous complex projects, integrating multiple strategic and operational models, assessing outcomes/gaps, and managing resources to meet project timelines.
Demonstrated strategic and program planning skills; demonstrated experience with both strategy and operational transformation
Proven ability to balance execution of the strategic vision through leadership and delegation, with a willingness and competence to dive into the details as required Leadership Competencies
Communication skills characteristic of an executive who excels in communicating in a variety of formal and informal presentation settings, large and small, both inside and outside the organization, and issuing cogent and consistent written messages that build confidence and achieve desired outcomes.
Demonstrates integrity, collaboration, confidentiality, and sound business judgment.
A positive and optimistic leadership style that is maintained despite tight deadlines and competing priorities.
Demonstrated ability to 1) effectively work in an ambiguous environment, 2) effectively work in a cross-team environment and 3) succeed in a complex and dynamic work environment.
Decisiveness, action-orientation, personal integrity, capability to persevere in difficult situations and a focus on strategic leadership issues highly desired.
Incumbent should also possess an open, collaborative leadership style that promotes teamwork and partnership while achieving desired results
Must be able to work in a Labor/Management Partnership environment.
Demonstrated dedication to diversity and inclusion.
Experience in highly regulated industries such as health care, financial services, or technology. Management Skills
Demonstrated executive leadership skills in a matrix management environment that includes influencing, collaboration, candor, and openness with a focus on execution and results.
Demonstrated executive level skills in managing leaders and staff, including staff development, coaching/mentoring, performance reviews, financial performance, and administration of human resources policies.
Demonstrated skills in team building and organizational development
Demonstrated executive level skills in managing leaders and staff, including staff development, and coaching/mentoring.
Stakeholder Engagement
To be successful in this role, it is mandatory to have a leader with strong business acumen, knowledge of healthcare industry, health plan operations and understanding of the Kaiser Permanente environment. This leader must form and manage exceptional collaborative relationships with Kaiser Permanente executive leadership, national functions, and market business leaders across both Health Plan and Care Delivery functions including PMG.
Demonstrated ability to lead innovation and change, leading broad-scale change management and human centered design efforts, project work involving various partners including Medical Group and/or Labor partners.
Demonstrated success in leading significant organizational change and exercising senior leadership decision making.
Excellent interpersonal skills (negotiation, listening and communication skills) characterized by effective interactions with a diverse range of internal and external constituents, stakeholders and audiences.
Demonstrated political savvy - Able to operate in politically complex situations and remain effective.
Preferred Qualifications:
Minimum ten (10) years managing operational budgets and financials.
Minimum five (5) or more years supervising and managing teams that oversee design and implementation of cross-functional patient experience programs. Experience should include working with executive-level leadership as a strategic thought partner.
Master’s degree highly preferred.
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