OPEN POSITION: Director of Client Experience

Reports to: Client Experience Officer
FSLA Status: Exempt – Full time

 

Dempsey Center Mission + Values

At the Dempsey Center, our mission is to make life better for people impacted by cancer. Our core focus is on meeting our clients where they are and offering care and community that supports them in every part of their journey. We are seeking candidates who are passionate about our mission, eager to support our clients, and who live and model our core values of compassion, teamwork, humility, resilience, and commitment.

Position Summary

The Director of Client Experience (DCX) is responsible for assessing, creating, and managing organization-wide structures that support the client-centered strategic initiatives. The DCX is responsible for supporting, enhancing, and continually improving the overall experience of all Dempsey Center Clients. Under the direction of the Chief Experience Officer, the DCX provides leadership for all programs, holds responsibilities for client care operations and budgets, and implementation of strategies within the Client Care Team.
Critical qualities for this position include dynamic listening skills, trust and relationship building abilities, and an intrinsic and compassionate understanding of the challenges surrounding people and change. This Director must exhibit a collaborative leadership style, strong team building skills and the sensibility to recognize the impact of emotional intelligence on relationships and processes. Two attributes that are essential for this position include patience and perseverance in order to attain effective results among teams and with our clients, employees, donors, and volunteers.

Responsibilities and Expected Outcomes 

  • Leads Dempsey Center efforts to evolve, nurture, and sustain a client-centered service culture that honors, supports, and develops a client-centered workforce and links quality outcomes to consistent service behaviors among all stakeholders in every setting.
  • Understands and supports organizational effectiveness/process improvement interventions to improve the systemic workflow and client journey, using appropriate process improvement tools and concepts.
  • Leads the design, development, and direction of client programs and projects that support the strategic direction of the overall Client Experience.
  • Ensures alignment of goals with related initiatives and collaborates with senior leaders and Stakeholders throughout the center to ensure that client experience is integral to decision making.
  • Identifies and presents key issues impacting the Client Experience for Executive leadership discussion and decision making which will include findings, barriers to success and progress toward results.
  • Develops an annual strategic development/business plan that ensures client-centered care and continued performance improvement related to data metrics and overall client satisfaction.
  • Serves as expert resource for leadership and staff on all client care experience initiatives.
  • Coaches leaders and staff for improved results and execution of best practices and chosen strategies.
  • In conjunction with the Chief Experience Officer, clearly defines the optimal Client Experience, including the behavioral changes necessary to achieve cultural transformation throughout the entire organization.
  • Monitors national trends and forecasts to develop priorities.
  • Creates systems and processes to measure project results.
  • Builds deep content expertise in evidence-based best practices and change management.
  • Manages and oversees the Client Care Team, administrative, and financial responsibilities.

Qualifications

  • Bachelor’s degree in Business, Healthcare, or related field required.
  • Five (5) years of experience in a leadership position with demonstrated skills in team building, goal achievement, successful project management, strategic planning, and data management to achieve change.
  • Strong background in the use of data to improve processes.
  • Success in roles requiring execution of multiple tasks while responding to multiple priorities.
  • Demonstrated organizational entrepreneurialism, foresight, and innovative thinking experience necessary for strategic plan execution.
  • Demonstrated ability to build and maintain relationships with a wide array of people – junior and senior, for-profit and nonprofit, and from diverse backgrounds.
  • Outstanding communication and interpersonal skills are essential including group presentation.
  • Demonstrated experience building cohesive teams.
  • Effective analytical skills.
  • Passionate about the Dempsey Center’s mission and impact.
  • Skilled in identifying best practices and improving internal systems with an eye toward future needs and budget realities.
  • Skilled in mentoring, coaching; visible, approachable and serving as a sounding board/resource.
  • Demonstrated experience in leading change, inspiring people, improving efficiency, and meeting budgets in an environment of limited resources.
  • Experience in program evaluation, tracking outcomes, and demonstrating impact.
  • Operating with excellence in mind in all matters, with the confidence to defend/debate ideas without ego interfering.
  • Proven ability to lead change efforts with efficiency, flexibility, and good humor.

Diversity, Equity and Inclusion at the Dempsey Center

The Dempsey Center promotes a culture of inclusion and seeks talented staff from diverse backgrounds. The Dempsey Center encourages applications from qualified candidates of every age, race, national origin, gender, gender identity, sexual orientation, ability, and veteran status.

Required for all employees:

  • Background check
  • Annual flu immunization
  • COVID-19 vaccination

Licensure, Registration, and Certification

  • Valid Maine driver’s license is required.

Language Skills

Ability to read, analyze, and interpret complex documents. Ability to effectively communicate with employees, clients, Board members, donors and potential donors, volunteers, consultants, advisors, and members of the community.

Math Skills

Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to compute rate, ratio, and percent and to draw and interpret graphs.

Computer Operations

Requires intermediate or better proficiency with Microsoft Office 365 including Word, Excel and Outlook, or equivalent.

Responsibility for Confidential Matters

Works regularly with highly confidential information. Must comply with confidentiality policies and procedures. Utmost discretion and integrity are required for the job.

Adheres to Dempsey Policies + Culture

Regularly represents the Dempsey Center and interprets its policies and practices to all types of people within and outside the organization. Assumes responsibility for harmonious relationships. Treats everyone with dignity and respect.