Director of Customer Experience

Casa of Hobart; Fort Wayne (IN); On-site; USD 90,000 - 130,000; Full time

Job summary

Fort Wayne Health Campus in Fort Wayne, IN is seeking a Director of Customer Experience to lead efforts that elevate resident and family satisfaction. You will oversee strategy development, guide a team of customer service representatives, and partner with clinical and operations colleagues to ensure responsive, compassionate service.

This role emphasizes empathy, clear communication, and a data-driven approach to issue resolution, aiming to build a culture where residents, families, and staff

Qualifications

• Minimum 0 years of experience in a customer-facing role, preferably in the healthcare industry.
• Proven track record of improving customer satisfaction and loyalty.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines.

Responsibilities

• Develop and implement customer experience strategies to improve resident satisfaction, loyalty, and retention.
• Lead a team of customer service representatives, providing coaching, guidance, and support to ensure excellent service delivery.
• Gather and analyze customer feedback, identifying areas for improvement and implementing changes to enhance the overall experience.
• Collaborate with other departments to ensure seamless communication and effective issue resolution.
• Foster a customer-centric culture, promoting a positive and engaging environment for residents, families, and staff.
• Develop and maintain relationships with key stakeholders, including families, healthcare providers, and community partners.

Job description

Director of Customer Experience

Join our team at Fort Wayne Health Campus, a premier skilled nursing facility located in Fort Wayne, IN, and become a key player in shaping the exceptional customer experience for our residents and families. We are committed to providing compassionate care that empowers individuals to reach their greatest potential.

About the Role:

As our Director of Customer Experience, you will be responsible for overseeing the development and implementation of strategies to ensure a positive and engaging experience for our residents, families, and staff. You will lead a team of customer service representatives, working collaboratively to identify and address customer needs, concerns, and feedback. Your expertise will help us create a customer‑centric culture, focusing on exceptional communication, empathy, and problem‑solving.

Responsibilities:

• Develop and implement customer experience strategies to improve resident satisfaction, loyalty, and retention
• Lead a team of customer service representatives, providing coaching, guidance, and support to ensure excellent service delivery
• Gather and analyze customer feedback, identifying areas for improvement and implementing changes to enhance the overall experience
• Collaborate with other departments to ensure seamless communication and effective issue resolution
• Foster a customer‑centric culture, promoting a positive and engaging environment for residents, families, and staff
• Develop and maintain relationships with key stakeholders, including families, healthcare providers, and community partners

Requirements:

• Minimum 0 years of experience in a customer-facing role, preferably in the healthcare industry
• Proven track record of improving customer satisfaction and loyalty
• Excellent communication, leadership, and problem-solving skills
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines

Why Join Our Team:

At Fort Wayne Health Campus, we are committed to making a positive impact on the lives of our residents and families. We offer a dynamic and supportive work environment, with opportunities for professional growth and development. Join our team and be part of a culture that is dedicated to reaching new heights in customer experience.