Customer Experience Training Specialist

📋 Description

• • Consult with department leaders and employees across ambulatory and outpatient care settings to enhance patient experience through data-driven coaching and training initiatives.
• • Conduct onsite observations of staff interactions to identify opportunities for improving customer service and operational efficiency.
• • Deliver individualized 1:1 coaching and group training sessions to frontline staff and leadership based on site-specific needs and patient feedback trends.
• • Collaborate with the Consumer Experience Analytics team to analyze patient experience data from internal platforms, Excel, and other data sources to uncover actionable insights.
• • Develop and design customized training content and presentations tailored to diverse audiences, including frontline teams and senior leadership.
• • Translate customer experience metrics and feedback into clear, compelling narratives that drive behavioral change and operational improvements.
• • Create and distribute customer experience-related communication content using platforms such as Social Chorus and Publisher, in coordination with Internal Communications and Marketing.
• • Track and monitor consumer experience data daily across assigned Memorial Hermann locations to guide action planning and performance improvement efforts.
• • Support leaders in aligning team performance with customer experience goals through observation, feedback, and structured action planning.
• • Design and deliver both in-person and virtual training programs that reinforce Memorial Hermann’s service standards: safety, compassion, personalization, and efficiency.
• • Maintain strong relationships with cross-functional stakeholders to ensure alignment on customer experience priorities and initiatives.
• • Ensure compliance with all Memorial Hermann policies, procedures, and safety standards while managing multiple priorities independently across multiple locations.
• • Promote professional development by meeting mandatory education requirements and serving as a resource to less experienced team members.
• • Model and uphold Memorial Hermann’s commitment to creating compassionate, personalized experiences for patients, families, and employees.
• • Prepare and present findings and recommendations to audiences ranging from frontline staff to executive leadership.
• • Manage workload efficiently while supporting initiatives across multiple care sites within the Memorial Hermann system.
• • Utilize Microsoft Excel and PowerPoint to disaggregate data, visualize trends, and build presentations that inform decision-making and training content.
• • Contribute to the development of standardized customer experience training materials for use across the organization.
• • Adhere to budgetary specifications and operational standards related to time management, supply use, productivity, and quality of service.
• • Perform other duties as assigned to support the overall mission of enhancing patient and employee experience.