Director of Customer Experience

The Director of Customer Experience is responsible for ensuring customer satisfaction and re-affirming all stakeholders' decision in choosing CNS. Ensures a positive customer (patients, families, referral sources) experience prior to and during admission to all CNS facilities. Gathers insight into operational deficiencies that may lead to a negative experience, as well as opportunities to improve processes that will increase customer satisfaction. Identifies organization and locations specific goals and leads managers and staff through training and learning activities to ensure full deployment of processes in achievement of those goals. Works closely with Sales, Marketing, and Contracting Departments in communicating positive customer experiences with external sources. Work is primarily performed in the Dallas or Bakersfield clinic and may include work from home. Travel to outside stakeholders and all CNS properties will be required.

With traumatic brain injury, life changes in an instant. For us, there is no greater reward than easing human suffering and helping people put their lives back together. CNS helps people with brain injury find hope, independence, and return to a meaningful life - and you play a critical role in their journey.

At CNS, we are a community of "Pathfinders" who work together to find every path possible for our patients to reach their maximum independence and quality of life. We create a supportive work environment through selflessness, innovation, and hard work. We take work very seriously, but we also enjoy a great atmosphere of fun and professional development, and we are committed to promoting a rich environment for each other to thrive through collaboration and empowerment.

Please see our moving corporate video, "The Story of Centre for Neuro Skills "at https://youtu.be/Jwqve9gWtEw

Benefits:

• Paid time off
• Extended sick leave
• Health/dental/life insurance starting on the 1st of the month following hire
• Paid holidays including a floating personal observance day
• 401(k)

Responsibilities:

• Promotes customer satisfaction and performance improvement throughout the organization.
• Re-affirms the decision of external stakeholders to pursue services at CNS.
• Ensures timely data is collected relevant to each location.
• Implements/participates in appropriate meetings and committees that relate to customer satisfaction and promotion of patient successes.
• Attends staffings, case management meetings, residential staffings, and other meetings to obtain information with the purpose of identifying specific milestones and/or other unique developments that will ensure/improve customer satisfaction.
• Engages other departments and managers in the customer satisfaction process.
• Analyzes data and communicates strengths and opportunities to relevant parties.

Requirements:

• Degree in a related field required. Master's degree preferred.
• Minimum of 3 years experience in rehabilitative care is required.
• Experience in which potential administrative and supervisory competence has been demonstrated required.

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