Responsible for customer experience and engagement; measurement, research and insights; and experience management spanning consumers, patients, staff, physicians and clinical providers. Creates a table-stakes approach to experience management that reflects our organizational culture and values. Leads the evolution of our Froedtert & MCW Consumer-Guided Experience journey through the development, implementation and monitoring of a comprehensive multi-year enterprise roadmap. Defines and executes long-term strategies that uphold our commitment to provide excellent service to our customers and drive achievement of our customer loyalty destination metrics. Partners with enterprise leadership to drive cross-functional change and alignment on how and where “experience” in itself becomes a leading value proposition for our patients/prospective patients, staff and providers. Provides leadership and oversight to:• Identify opportunities to bring Voice of Customer forward to inform decision-making• Ensure meaningful analytics drive actionable insights• Manage and evolve an enterprise VoC platform• Administer and evolve Patient Experience (including CAHPS) and Staff Engagement surveys and define correlations between Staff/Provider Engagement, Patient Experience and Quality • Develop and manage consumer personas, identifying pain points and mapping experience journeys enable deep understanding of the customer experiences across channels • Manage and evolve portfolio of enterprise-wide customer experience programs• Implement and manage the Performance Excellence Accountability Framework for staff, leaders and providers• Develop and scale an integrated Service Recovery Platform across our clinical enterprise in partnership with clinical and operational leadership.

Focuses on the people side of change and influencing behavior, including change efforts with significant people, process, culture, and/or behavior implications, with or without technology factors, in order to realize business outcomes and benefits. Architects integrated change strategies across a broad portfolio of change initiatives to optimize the change experience across large stakeholder groups, e.g., field and home office. Partners with business leaders to ensure change strategies align with the business strategy and vision. Oversees implementation of org change execution strategies in coordination with leaders, stakeholders, sponsors, project and outcome managers, and other project personnel (e.g., org change leads, etc.). Represents users and stakeholders to ensure plans and strategies achieve their objectives and benefits. Influences, coaches, and drives results through others.

Responsible for building organizational capability for change management and Lean process improvement through training, consultation and service delivery. Trained and mentored a network of more than 40 change management practitioners to use and apply Prosci ADKAR methodology and tools. Provided coaching, consultation and change management planning services to senior leaders and management staff as leaders of change. Led organizational change management maturity growth from Level 1 to Level 4 as measured by Prosci Change Management Maturity Model. Developed and implemented LEAN training experience including root cause analysis, A3 thinking, process and value stream mapping, and other tools.

Responsible for introducing change management tools and processes to the organization. Worked with Project Management Office leaders to integrate project management and change management methodology. Worked with senior leaders on sponsorship role. Supported PMO projects by providing change management impact assessment, planning and execution including sponsor facilitation, communication, training, coaching facilitation and sustainment work streams. Providing consultative services to support operational leaders implementing change. Projects included culture work (introduction of Guiding Principles and career planning structure and tools) and technology (Office 365, Skype for Business).

Provided client service from the C-suite to the front line for customers using Press Ganey patient experience and employee experience solutions. Shared thought leadership and advised on best practices. Supported clients by providing data analysis and interpretation, training, implementation planning and change management planning. Trained and equipped more than 80 colleagues with Prosci change management tools and methodology. Recognized for outstanding client service with Press Ganey’s Power of One award.

Led internal communication team for hospital and health care system. Responsible for communication planning to meet business needs and manage change in the organization. Operated and optimized internal communication channels including senior leader communication, intranet, newsletters, video, leadership meetings and others. In partnership with Human Resources, established and implemented Children’s “Let Your Life Speak” employer brand. Provided expert consultation on issues and as a member of the crisis management team. From January 2011 – March 2013, was 100% dedicated to leading organizational change management for Epic electronic health record implementation. Managed resources tasked with delivering communication, training and user support work streams using the Prosci ADKAR model. Facilitated effective sponsorship via senior-level Architecture and Implementation Management team and supported go-live as a member of the Implementation Command Team.

Led a team providing internal communication, marketing communication and public relations planning and execution to internal clients. Provided public relations and advertising support for Neurology program, ambulatory surgery, Children’s Hospital Foundation and Children’s Research Institute. Responsible for communication planning, content creation and measurement across all channels (print, web, video, radio). As a member of the hospital incident command team, managed communication through crises including operational challenges, H1N1 flu and measles epidemics. Conducted proactive media relations to support hospital initiatives and responded to media inquiries on a variety of topics. Managed major messaging platforms including the WKLH Miracle Marathon for Children’s Hospital of Wisconsin. Recognized for pension freeze communication with a Key Contributor award and for creative excellence through numerous industry awards.

Provided communication and public relations planning and execution to internal clients. Responsible for content creation across all channels (print, web, video, radio). Assisted in planning and executing special events.