Director, Experience & Relationship Management for Community Connect

Job Summary

The Director, Experience & Relationship Management leads change management and customer experience strategies for the Community Connect program, ensuring seamless adoption of Epic and related digital services. This role strengthens customer relationships, enhances onboarding, and integrates training, communication, and readiness strategies. They drive persona development, feedback loops, and action planning to optimize customer engagement. Additionally, they oversee a diverse team, manage budgets, and foster innovation to improve service delivery. This position ensures strategic alignment between technology advancements and the unique needs of Community Connect partners, driving a superior experience across the program.

The director is responsible for the development and delivery of digital services change management and experience strategies. Under their oversight the end user team identifies and closes gaps that may exist between technological advancements and business readiness to adopt and receive changes. This role is accountable for the strategic oversight of the end user experience across devices, applications, and services across the entire enterprise. Additional attention will be required to mature the interconnectedness between relationship management, problem management, and EUX outcomes, ultimately amplifying the voice of the customer. This role will also be responsible for persona development and end user experience accountability, helping DS teams understand and empathize with the individual needs of the communities we serve. This role will also focus on increasing value and accountability in our end user feedback loops, driving action planning across DS leadership teams for the system. This director will also be responsible for managing the DS change management (training and change readiness activities) and communication portfolios within project prioritization strategic planning. They will continue to look for ways to enhance change management and communication support for enterprise DS initiatives to increase change adoption and appetite for change across the enterprise.

Essential Functions

• Plans, organizes, and directs the implementation and management of one or more components of the end-user experience on behalf of digital services. This may include organizational Change Management, communications, experience, and relationship management.
• Responsible for the cultivation of top talent, as well as their hiring, management and succession within the organization. Selects, trains, develops and evaluates team members and initiates personnel actions in accordance with policies and organization philosophy. Maintains a diverse and inclusive team environment that produces unity, enabling strong relationships with customers and other collaborating roles.
• Develops, implements and maintains the expense and capital budget assigned to the area(s) of responsibility.
• Creates an environment that stimulates innovation and learning.

Qualifications

• Required Bachelor's Degree or equivalent In related field
• Preferred Master's Degree MHSA, MPH, MBA or related field
• 10 years of relevant experience In the field of digital services, information technology or other related discipline Required
• 5 years of relevant experience In people/project/technical leadership Preferred

Physical Demands

• Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 10 lbs
• Waist to Waist > 5 lbs: Seldom up to 10 lbs
• Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs
• Waist to Overhead > 5 lbs: Seldom up to 10 lbs
• Bilateral Carry > 5 lbs: Seldom up to 10 lbs
• Unilateral Carry > 5 lbs: Seldom up to 10 lbs
• Pushing Force > 5 lbs: Seldom up to 10 lbs
• Pulling Force > 5 lbs: Seldom up to 10 lbs
• Sitting: Frequently
• Standing: Occasionally
• Walking: Occasionally
• Forward Bend - Standing: Seldom
• Forward Bend - Sitting: Occasionally
• Trunk Rotation - Standing: Seldom
• Trunk Rotation - Sitting: Occasionally
• Reach - Above Shoulder: Seldom
• Reach - at Shoulder or Below: Seldom
• Handling: Occasionally
• Forceful Grip > 5 lbs: Seldom
• Forceful Pinch > 2 lbs: Seldom
• Finger/Hand Dexterity: Frequently

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.

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• Optional identity the