Director, Customer Experience & ServiceNow Optimization

Lifepoint Health, Inc.; Brentwood (TN); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Tuition assistance

401(k) with company match

Well-being programs

Job summary

Lifepoint Health is seeking a Director of LBS Customer Experience to shape and lead the customer experience function across Lifepoint Business Services. You will drive service management initiatives, partner with hospital leaders, and advance automation and self-service capabilities to improve patient and community outcomes.

You will collaborate with executive leadership to align service delivery with organizational priorities, monitor performance, and guide strategic growth while maintaining

Qualifications

• Bachelor’s degree required in business, healthcare administration, information systems, or related field.
• Master’s degree preferred for leadership roles.
• 8–10 years of progressive leadership experience in healthcare operations or related fields.
• Experience leading cross-functional initiatives and managing stakeholders.
• Strong understanding of service management principles and performance metrics.

Responsibilities

• Lead development and execution of customer experience and enterprise service management strategies.
• Drive optimization and adoption of ServiceNow; evaluate workflows and prioritize enhancements.
• Partner with IT and operational leaders to improve processes and expand automation and self-service.
• Build relationships with hospital leadership and internal partners to understand service needs and improve customer satisfaction.
• Establish and monitor SLAs, OLAs, and KPIs to drive accountability and continuous improvement.
• Lead cross-functional initiatives focused on operational efficiency and organizational change.
• Analyze feedback and performance trends to implement actionable improvements.
• Support growth initiatives and communicate results to executive leadership.

Skills

Healthcare leadership

CX strategy

Stakeholder management

Analytics

Communication

Education

Bachelor’s degree

Master’s degree preferred

Tools

ServiceNow

ITIL/ITSM

Job description

Lifepoint Health is seeking a Director of LBS Customer Experience to shape and lead the customer experience function across Lifepoint Business Services. You will drive service management initiatives, partner with hospital leaders, and advance automation and self-service capabilities to improve patient and community outcomes.

You will collaborate with executive leadership to align service delivery with organizational priorities, monitor performance, and guide strategic growth while maintaining