Details

• Department: Experience Development
• Schedule: Monday - Friday, days
• Location: Remote, limited travel

Benefits

Paid time off (PTO)
Various health insurance options & wellness plans
Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your community

Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance and salary range at the time of the offer.

Responsibilities

The Manager, Consumer Experience (CX) Experience Continuity is a key member of the CX Experience Development Team. You will manage escalated experience-related issues by collaborating across teams to resolve complex challenges, facilitate cross-functional coordination, and develop insights through root cause analysis that improve the consumer experience. This individual contributor role requires strong project management, stakeholder engagement, and problem solving skills to drive successful outcomes at all levels of the organization.

Key Responsibilities:

1. Root Cause Analysis & Executive Reporting: Lead and coordinate root cause analyses for experience failures with digital or technology components. Bring together the appropriate teams to diagnose systemic issues and facilitate resolution. Develop executive-level content that synthesizes findings, recommended actions, and next steps, ensuring clear and concise communication to senior leadership.
2. Cross-Functional Coordination: Partner with operational teams without dictating processes, ensuring alignment while respecting local decision-making authority. Build strong relationships with key stakeholders, including leadership and cross-functional teams, to ensure transparency and shared accountability in resolving experience-related challenges.
3. Stakeholder Communication & Experience Documentation: Serve as a key liaison between CX teams and operational, technology, and digital partners, ensuring that escalated issues are clearly understood and appropriately prioritized. Provide structured updates and recommendations to executive leadership, translating complex problems into actionable insights that drive informed decision-making.
4. Deliverable Creation: Develop and present executive-level materials, including presentations, journey maps, research briefs, and experience documentation to inform improvements. Continuously refine processes to enhance effectiveness across initiatives.
   
   

Additional Responsibilities:

• Able to lead through influence by building strong relationships with partners inside and outside the CX organization. Ability to leverage those relationships to remove barriers.
• Champions a strong CX fluency and understanding through clear communication across the system, markets, and CX organization.
• Expert storyteller and presentation builder.
• Participates and leads in a way that brings people together, effectively and efficiently, by escalating risks, tracking decisions, empowering decision makers, identifying interdependencies, building project plans and managing stakeholders.
• Bridges the gap between the broader CX organization and technology and digital partners. Acts as the voice of CX to those groups.
• Fosters a culture of appreciation, belongingness, inclusivity, diversity and equity to drive the associate experience inline with Ascension’s ABIDE framework.

Requirements

Education:

• High School diploma equivalency with 3 years of cumulative experience OR Associate's
  degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required. 3 years of leadership or management experience preferred.

Additional Preferences

• 3+ years of experience in technology or digital program or project management
• 3+ years of experience leading a team of project management professionals
• Confidence working in Google Workspace, highly preferred
• Previous healthcare industry experience is a plus

#AscensionCXjobs

Why Join Our Team

Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.

Ascension is a leading non-profit, faith-based national health system made up of over 134,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.

Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.

Equal Employment Opportunity Employer

Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

Pay Non-Discrimination Notice

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

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