Director, Customer Experience

Lifepoint Health®; Brentwood (TN); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Comprehensive Benefits

PTO & Insurance

Tuition Assistance

Well-being programs

Career development

Job summary

Lifepoint Health seeks a Director of LBS Customer Experience to lead customer experience and enterprise service management initiatives across Lifepoint Business Services, partnering with hospital leadership to improve service delivery and satisfaction. The role emphasizes optimizing ServiceNow workflows, governance, and automation while guiding cross-functional teams.

We look for 8–10 years of healthcare leadership experience, strong analytics, and ITIL/ITSM knowledge.

Qualifications

• Bachelor’s degree in business administration, healthcare administration, information systems, or related field; master’s preferred.
• 8–10 years of progressive leadership experience in healthcare operations, customer experience, or enterprise service management.
• Experience leading cross-functional initiatives and managing complex stakeholder relationships.
• Strong understanding of enterprise service management, service delivery processes, and metrics.
• Experience with ServiceNow optimization, governance, or implementation preferred; ITIL/ITSM knowledge a plus.

Responsibilities

• Lead the development and execution of customer experience and service management strategies across Lifepoint Business Services (LBS).
• Drive optimization, enhancements, and adoption of ServiceNow workflows and automation.
• Partner with IT and operations leaders to improve service management processes and expand self-service capabilities.
• Build relationships with hospital leadership and internal partners to understand needs and improve satisfaction.
• Establish and monitor SLAs, OLAs, and KPIs to drive accountability and improvement.
• Lead cross-functional initiatives for operational efficiency and process improvement.
• Analyze feedback and performance trends to identify opportunities and implement solutions.
• Support growth initiatives including expansion of LBS services and CX function development.
• Collaborate with executives to report performance and align delivery with priorities.]
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Skills

Leadership

Cross-functional collaboration

Communication

Analytical thinking

Stakeholder management

Education

Bachelor's in Business Administration

Bachelor's in Healthcare Administration

Master's degree

Tools

ServiceNow

ITIL

Job description

Your Experience Matters

At Lifepoint Health, we are committed to empowering and supporting a diverse and determined workforce who can drive quality, scalability, and significant impact across our hospitals and communities. As a member of the Lifepoint Business Services (LBS) team, you'll support those that are in our facilities who are interfacing and providing care to our patients and community members to positively impact our mission of making communities healthier ®.

More About Our Team

Lifepoint Business Services (LBS) provides essential operational support to hospitals and healthcare facilities across the organization. Our Service Management team is focused on strengthening hospital partnerships, improving service delivery, and creating more efficient, connected experiences for those we serve. This newly established leadership role offers a unique opportunity to help shape and grow our customer experience function while driving meaningful improvements across the organization.

How You'll Contribute

A Director, LBS Customer Experience who excels in this role:

• Lead the development and execution of customer experience and enterprise service management strategies to improve service delivery across Lifepoint Business Services (LBS).
• Drive the optimization, enhancement, and adoption of ServiceNow, including evaluating workflows, identifying improvement opportunities, and prioritizing platform enhancements.
• Partner with IT and operational leaders to improve service management processes, streamline workflows, and expand automation and self-service capabilities.
• Build and maintain strong relationships with hospital leadership and internal business partners to understand service needs, resolve challenges, and improve customer satisfaction.
• Establish and monitor service standards, service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators to drive accountability and continuous improvement.
• Lead cross-functional initiatives focused on operational efficiency, process improvement, and organizational change.
• Analyze customer feedback, service performance, and operational trends to identify opportunities for improvement and develop actionable solutions.
• Support strategic growth initiatives, including the future expansion of LBS services and development of the customer experience function.
• Collaborate with executive leadership to communicate performance results, recommend improvements, and align service delivery with organizational priorities.

What We're Looking For

Applicants should have a bachelor's degree in business administration, Healthcare Administration, Information Systems, or a related field required; master's degree preferred.

Additional Qualifications Include

• 8-10 years of progressive leadership experience in healthcare operations, customer experience, enterprise service management, operational excellence, or business transformation.
• Demonstrated experience leading cross-functional initiatives, improving operational processes, and managing complex stakeholder relationships.
• Strong understanding of enterprise service management principles, service delivery processes, and performance metrics.
• Experience with ServiceNow platform optimization, governance, or implementation strongly preferred.
• Knowledge of ITIL, IT service management (ITSM), workflow automation, and continuous improvement methodologies preferred.
• Strong analytical and problem-solving skills, including the ability to evaluate performance trends, identify opportunities, and implement effective solutions.
• Excellent communication, relationship management, and influencing skills, with the ability to collaborate effectively with hospital leaders, executives, and cross-functional teams.
• Healthcare industry experience strongly preferred; candidates with relevant experience in other complex, service-oriented organizations may be considered.
• Demonstrated ability to work independently, manage competing priorities, and build new processes or functions in an evolving environment.

Why join us

We Believe That Investing In Our Employees Is The First Step To Providing Excellent Patient Care. In Addition To Your Base Compensation, This Position Also Offers

• Comprehensive Benefits: Multiple levels of medical, dental and vision coverage for full-time and part-time employees.
• Financial Protection & PTO: Life, accident, critical illness, hospital indemnity insurance, short- and long-term disability, paid family leave and paid time off.
• Financial & Career Growth: Higher education and certification tuition assistance, loan assistance and 401(k) retirement package and company match.
• Employee Well-being: Mental, physical, and financial wellness programs (free gym memberships, virtual care appointments, mental health services and discount programs).
• Professional Development: Ongoing learning and career advancement opportunities.

EEOC Statement

Lifepoint Health is an Equal Opportunity Employer. Lifepoint Health is committed to Equal Employment Opportunity for all applicants and employees and complies with all applicable laws prohibiting discrimination and harassment in employment.

Employment Sponsorship Statement

You must be authorized to work in the United States without employer sponsorship.

Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier. Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum, such as acute rehabilitation units, outpatient centers and post-acute care facilities. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.