Director, Customer Experience & Service Excellence

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

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.