Vice President, Customer and Associate Experience

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Company: EasterSeals of Southern California
Location: Irvine, CA

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Overview

The Vice President, Customer and Associate Experience is responsible for ensuring associates, participants, families, visitors and guests have an optimal experience in every area that makes ESSC a recognized leader in changing the way the world defines and views disability. This position is responsible for administering all aspects of the annual associate engagement survey and for the assessment, data analysis and review of initiatives across ESSC’s service lines.

Responsibilities

Measurement
  • Identifies and implements the annual associate engagement survey including technology, design, analysis and publication of results.
  • Partners with Human Resources, Service Line and departmental leaders to understand strengths and opportunities identified in survey results.
  • Develops a process for creating “action plans” at the enterprise and local level to improve overall engagement
  • Establishes performance standards and methodologies for measuring and evaluating ESSC’s participant experience compared to historic data and other assessment sources.
  • Performs Quality Audits to review and document associate and participant interactions, facilities, processes, procedures, training, and other practices that impact participant experience.
  • Achieves insight and perspective of key drivers contributing to participant satisfaction through the analysis of data, observation, interviews and other quality indicators.


Strategy
  • Collaborates closely with service line leaders to align quality and performance improvement strategies with participant experience and associate engagement outcomes.
  • Serves as an expert resource to internal and external stakeholders.
  • Develops and articulates an organizational engagement and experience strategy.
  • Educates associates in the philosophy and techniques of engagement and experience initiatives.
  • Continually anticipates the future of disability services and drives innovative change in the participant experience.
  • Serves as a subject matter expert on trends, issues and best practices relating to associate engagement, participant experience, and service excellence.


Performance Improvement
  • Identifies and assists teams that are performing below acceptable levels of engagement and experience thresholds.
  • Creates and monitors performance improvement plans to address deficiencies identified in audits, surveys and reports.
  • Provides expertise and resources to support performance improvement including workshops, specialized training programs, and incentives for performance gains.

Training and Coaching
  • Partners with Human Resource and department leaders to develop targeted skill development training.
  • Recommends shadow and coaching resources to assess and address “in the moment” opportunities to improve the participant experience.
  • Collaborates with internal and external training and development resources to support skills and behaviors that drive improvement to engagement and experience.

Qualifications

Bachelor’s degree or master’s degree (preferred) in Business Administration, Healthcare Administration, Hospitality or related field.

Over 10 year’s progressive customer experience in a multi-location healthcare or person-centered services environment.