Galileo Search

Published: January 24, 2020


Chief Customer Experience Officer | Healthcare | Maine

Competitive Compensation | Superb Benefits Program | Relocation Assistance

Ready to Combine Quality of Life and Career?

Galileo Search is conducting a search for an experienced Chief Customer Experience Officer for one of our preferred client hospitals in Maine. Our client is deeply rooted in the community and focused on delivering high-quality healthcare to every patient that comes through their doors.

Combine a fulfilling career with a living experience that includes enhanced quality of life in a town with a strong sense of community, and you have a recipe for success. This vibrant area receives high marks for housing and overall livability; you will find this to be the perfect location for the next step in your career!




The Chief Customer Experience Officer reports to the Chief Nursing Officer and is responsible for working with key leaders throughout the organization to align behavior, practices, and policies with the stated vision and values for the desired culture of the future. In collaborating with the System Director of HR Strategic Initiatives this highly valued role focuses on Customer Experience and Team Member Engagement.

Key Responsibilities and Duties:

•Oversees the delivery of patient experience focused on best practices related to training and developing programs for leaders, providers, and staff
•By collaborating with internal resources, will implement initiatives with a strong emphasis on Quality, Safety, and Patient Satisfaction
•Monitors and reports to senior leadership on patience experience ratings throughout the system
•Identifies opportunities for improvement and examples of excellence to be used for developmental purposes
•Streamlines initiatives focused on helping clinicians increase efficiency, patient satisfaction, and loyalty
•Analyzes and communicates key metrics for measurement of patient experience, internal team member experience, provider engagement, and team member engagement throughout the organization
•Engages the passion of employees, physicians, and patients to ensure that care is consistently patient-centered and exceeds the expectations of patients and families
•Oversees complaints, grievances and corresponding follow-up for patients while maintaining relevant data for regulatory compliance
•Provides leadership for the direction, mentoring, and coaching of managers, department heads, and staff members to positively influence the patient experience
•Establishes a patient communication plan/program (i.e. reminders, recalls, education, review requests, etc.) addressing patient feedback from surveys and reviews
•Manages online interactions with patients and reports feedback collected and the effectiveness of programs to improve patient experience
•Serves as a catalyst for organizational and cultural transformation resulting in a better patient experience
•Promotes clinician-patient communication and communication coordination among the care team, resulting in positive patient outcomes
•Participates in the development and review of potential new initiatives, programs, and other organizational changes to enable assessment of any potential impact (positive or negative) on patient and team member experience


•Bachelor's Degree required; Master’s degree preferred
•Certification in LEAN Six Sigma or similar Process Improvement methodology preferred
•Minimum of 7 yearsof experience in healthcare required
•Knowledge of andability to articulate current patient experience trends and provenstrategies for success
•Previous experience or training in patient-facing roles, customer service, and patient engagement activities
•Ability to exercise emotional intelligence to engage patients and their families as well as critical thinking, problem solving, interpersonal communication, active listening, and customer service skills
•Knowledge of Patients' Rights & Responsibilities
•Proven experience in effectively building and collaboratively leading informal and formal teams
•Demonstrates excellent interpersonal, verbal, and written communication skills
•Successful experience in leading process improvement in a healthcare environment


Acute Care Hospital System

About Galileo Search:

Galileo Search, LLC partners with hospitals and healthcare organizations across the United States to identify, recruit and retain the most accomplished professionals and executives in the industry. Our clients include community and critical access hospitals, health systems, academic medical centers, and Fortune 500 corporations. To learn more about Galileo Search, LLC, visit our website at

Are you ready for an exceptional career search experience? Take the first step...

Forward your resume for confidential review or call to discuss this or other available career opportunities. Submit your resume via email for immediate consideration or use our convenient online Galileo Candidate Registry.

Job ID:



Health-care, health care, healthcare, medical, hospital, healthcare system, acute care, patient experience, team member engagement, training, development, liaison, key metrics, provider engagement, certification, process improvement, Maine, ME


Ready for Your Next Opportunity?

Call or confidentially submit your resume via email for immediate consideration or use our convenient and secure online Galileo Registry form.


Stay informed; as career opportunities and assignments arise from our clients, our first source of potential candidates are those in our expanding and confidential candidate registry. Your information will never be shared with any 3rd party without your express permission.