VP, Digital Experience & Access Transformation

OhioHealth; Columbus (OH); On-site; USD 180,000 - 240,000; Full time

Job summary

OhioHealth is seeking a transformative leader to serve as Vice President of Customer Digital Experience. The role designs and delivers the digital front door, integrating scheduling, access, and virtual care to create an intuitive, personalized patient journey across web, mobile, and portals.

You will lead cross-functional teams to reimagine the consumer experience with a focus on ease, transparency, and trust.

Responsibilities

• Partner with IT leadership to translate consumer experience priorities into scalable, secure tech solutions.
• Lead agile teams to prioritize the digital access backlog, define MVPs, and accelerate delivery.
• Collaborate on a shared operating model with governance, decision rights, release planning, and accountability.
• Define and execute a bold digital access strategy aligned to growth and experience goals.
• Redesign end-to-end consumer journeys across web, mobile, portals and emerging platforms.
• Embed human-centered design principles and voice-of-customer insights into digital experiences.
• Own enterprise digital access performance including online scheduling, self-service utilization, and wait times.
• Create a unified omnichannel experience across digital, contact center, and in-person access points.
• Leverage analytics, AI, and CRM capabilities to personalize interactions and anticipate needs.
• Pilot and scale innovative access solutions while managing the tech stack for experience, reputation and marketing.
• Build partnerships with external vendors, startups, and technology leaders.

Job description

OhioHealth is seeking a transformative leader to serve as Vice President of Customer Digital Experience. The role designs and delivers the digital front door, integrating scheduling, access, and virtual care to create an intuitive, personalized patient journey across web, mobile, and portals.

You will lead cross-functional teams to reimagine the consumer experience with a focus on ease, transparency, and trust.