CHIEF EXPERIENCE OFFICER FOR HEALTH AFFAIRS

Posting Details

Position Information

Posting Number SRGV9056 Working Title CHIEF EXPERIENCE OFFICER FOR HEALTH AFFAIRS Number of Vacancies 1 Location Edinburg, Texas Department Ofc of Health Affairs FTE 1.0 FLSA Exempt Scope of Job

The Chief Experience Officer for Health Affairs is responsible for leading division wide efforts to design, govern, and accelerate an industry-leading consumer and patient experience across the Division of Health Affairs (DOHA). Responsible for translating strategy into measurable performance outcomes, including growth, retention, and experience outcomes. The Chief Experience Officer will drive change with direct accountability for the consumer/patient experience portfolio and shared accountability for division performance.

Description of Duties

• Responsible for planning, leading and setting a strategic and operational agenda with the executive leadership team, including the highest-value initiatives required to deliver the strategic plan and achieve a high-performing clinical enterprise.
• Oversees the execution of the DOHA strategy into measurable, adopted, sustained transformation that improves outcomes, affordability, access, experience, growth, workforce effectiveness, and financial performance.
• Designs and leads the DOHA transformation management system (operating model and rhythms): governance, portfolio prioritization, initiative charters, metrics, risk escalation, executive decision cadence, and accountability routines.
• In partnership with DOHA leadership, identifies and helps deploy the organizational expectations, leadership standards, and workforce capabilities needed for transformation and industry-leading consumer/patient experience.
• Develops the enterprise consumer/patient experience strategy in partnership with clinical leadership, including a multi-year roadmap, annual priorities, and measurable outcomes across all care settings and consumer channels.
• Improves consumer growth and retention by reducing access friction, improving navigation, strengthening service recovery, increasing trust, and improving willingness to recommend.
• Responsible for building a modern journey management capability that sets experience standards, identifies high-impact points, designs better experiences, tests solutions, aligns workflows and accountabilities, and scales for consistency.
• Aligns digital, data, AI, analytics, call center, marketing, access, service-line, and clinical operations work to support both the transformation and experience agendas.
• Establishes a disciplined approach with clear governance, standards, change adoption, agile ways of working, performance improvement and design thinking methods, milestone tracking, benefits realization, and defined escalation pathways.
• Ensures leaders remain accountable for execution while providing the structure, transparency, support, and disciplined management needed to drive results.
• Partners with the DOHA executive leadership team and other key leaders to identify and prioritize the highest-value opportunities for performance improvement.
• Builds organizational capability to sustain continuous improvement and drive ongoing advancement beyond the initial wave of initiatives.
• Partners with Information Technology, decision support team and other data leaders to create a unified data foundation that enables the development and deployment of scorecards, analytics, and actionable insights for leaders, faculty, and staff.
• Partners with Human Resources, clinical leadership, and operations to build leadership behaviors and workforce capabilities that improve experience and sustain transformation.
• Builds change management capability that supports adoption and reduces resistance.
• Improves access, loyalty, brand preference, referrals, and retention at UT Health RGV.
• Drives improvements in scheduling, referral management, call center performance, digital front door, navigation, wait times, communication, billing experience, and follow-up.
• Builds accountability for new patient growth, retained lives, repeat utilization, referrals, reputation strength, and wiliness to recommend where appropriate.
• Performs other duties as assigned.

Supervision Received

General supervision from assigned supervisor.

Supervision Given

Direct supervision of assigned staff.

Required Education

Master's degree in Healthcare Administration, Business Administration, or related field from an accredited university.

Preferred Education

None.

Licenses/Certifications

None.

Required Experience

Seven (7) years of progressive leadership experience in healthcare with five (5) years of the required experience in patient experience or patient performance improvement.

Preferred Experience

Demonstrated success leading complex, system-wide initiatives across multi-site clinical environments. Experience working in close partnership with clinical leadership. Experience developing and using metrics, dashboards, and analytics to inform decision-making and track performance.

Equipment

Use of standard office equipment.

Working Conditions

Needs to be able to successfully perform all required duties. Work is performed primarily in a general office environment. Some travel and weekend work is required. UTRGV is a distributed institution, which requires presence at multiple locations throughout the Rio Grande Valley.

Other

Demonstrates strong strategic and systems thinking by connecting institutional priorities to integrated experience strategies and identifying opportunities for transformation across complex environments. Possesses deep understanding of process improvement, service design, and change management principles, with the ability to apply them in large, complex organizations. Manages multiple high-priority initiatives simultaneously, ensuring alignment, accountability, and timely execution. Champions innovation and continuous improvement, fostering a culture that prioritizes efficiency, effectiveness, and stakeholder satisfaction.

Physical Capabilities

N/A

Employment Category Full-Time Minimum Salary Commensurate with Experience Posted Salary Commensurate with Experience Position Available Date 07/16/2026 Grant Funded Position No If Yes, Provide Grant Expiration Date

Posting Detail Information

EEO Statement

It is the policy of The University of Texas Rio Grande Valley to promote and ensure equal employment opportunities for all individuals without regard to race, color, national origin, sex, age, religion, disability, sexual orientation, gender identity or expression, genetic information or protected veteran status. In accordance with the requirements of Title VII of the Civil Rights Act of 1964, the Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, and the Americans with Disabilities Act of 1990, as amended, our University is committed to comply with all government requirements and ensures non-discrimination in its education programs and activities, including employment. We encourage women, minorities and differently abled persons to apply for employment positions of interest.

Special Instructions to Applicants

Dear Applicant,

Human Resources will not be held responsible for redacting any confidential information from the documents you attach with your application. The confidential information includes the following:

Date of Birth

Social Security Number

Gender

Ethnicity/Race

Please make sure that you omit this information prior to submission. We are advising that Human Resources will be forwarding your application to the department as per your submission.

If you have any questions, please do not hesitate to contact us at (956)665-8880 and/or careers@utrgv.edu.

Additional Information

UTRGV is a distributed location institution and working location is subject to change based on need.

All UTRGV employees are required to have a criminal background check (CBC). Incomplete applications will not be considered.

Substitutions to the above requirements must have prior approval from the VP of HR & Talent Development .

Quick Link https://careers.utrgv.edu/postings/51831

Posting Supplemental Questions

Required fields are indicated with an asterisk (*).

• • Are you now, or previously, employed by The University of Texas System or any of its institutions?

• Yes - I currently am employed by the UT System or its institutions

• Yes - I have previously been employed by the UT System or its institutions

• No - I have never been employed by the UT System or its institutions

• • Are you a current UTRGV employee?

• Yes

• No

• • Please select your highest level of completed education.

• 6th grade education

• 10th grade education

• High School Diploma or GED

• Associates Degree, Technical, or Trade School Degree/Certification or 60 Hours of College Hours

• Bachelors Degree from an accredited university

• Masters Degree from an accredited university

• Ph. D. or other terminal degree from an accredited university

• None of the above

• • Please provide the field of study for your education:

(Open Ended Question)

• • Please indicate the number of years of work experience you have directly related to the position in which you are applying for:

• Less than 1 year

• 1 year

• 2 years

• 3 years

• 4 years

• 5 years

• 6 years

• 7 years

• 8 years

• 9 years

• 10 years

• Over 10 years

• • Do you meet the minimum requirements for this position?

• Yes

• No

Applicant Documents

Required Documents

• Resume
• Unofficial Graduate Transcripts

Optional Documents

• Cover Letter/Letter of Application
• Curriculum Vitae
• Unofficial Transcripts
• Reference Letter 1
• Reference Letter 2
• Reference Letter 3
• Other Document
• List of 3 References
• Unofficial Transcripts 2
• Unofficial Transcripts 3
• Letter of Interest
• Research Statement
• Additional Document