Director Extraordinary Service

Primary City/State:

Phoenix, Arizona

Department Name:

Svc Excellence-Corp

Work Shift:

Day

Job Category:

Marketing and Communications

Banner Health has earned Great Place To Work® Certification™ for the third consecutive year. We’re committed to a workplace culture where team members trust the people they work for, take genuine pride in their work, and enjoy collaborating with colleagues.

The Extraordinary Service team partners with leaders across Banner Health to strengthen the patient, member, and consumer experience. By collaborating with facility and operational leaders, the team translates system strategies into action through leader rounding, service recovery, communication best practices, and other evidence-based tactics that drive trust, teamwork, and responsiveness. Through data insights, field support, and strong partnerships, the team serves as a catalyst for culture transformation and sustainable improvement across the continuum of care.

No two days are the same in this role. This leader oversees a team of six patient experience professionals and partners with leaders across multiple care settings to drive implementation of key patient experience priorities. Responsibilities include coaching and developing team members, supporting site visits, guiding performance improvement efforts, analyzing performance trends, and partnering with operational leaders to remove barriers and accelerate improvement.

The ideal candidate is a strong people leader who can build trust, develop talent, foster engagement, and drive accountability while leading through influence. Success in this role requires exceptional relationship-building skills, comfort navigating ambiguity, and the resilience and persistence needed to support sustained culture change across diverse care settings.

Multi-site patient experience leadership experience is required.

This role is hybrid with onsite/travel requirements 50% of the time.

Will consider candidates in the following locations who are willing to travel to Arizona and Colorado: Arizona, California, Colorado, Idaho, Iowa, Kansas, Nebraska, Nevada, New Mexico, Missouri, Oklahoma, Oregon, Texas, Utah, Wyoming, Washington

Your pay and benefits are important components of your journey at Banner Health. This opportunity includes the option to participate in a variety of health, financial, and security benefits. In addition, this position may be eligible for our Management Incentive Program as part of your Total Rewards package.

Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

POSITION SUMMARY

This position has accountability for implementing the customer, member, patient and family experience strategy for the designated Banner Health entities or regions, providing leadership, direction, and administration of operations ensuring that services provided at assigned levels of the organization exceed the expectations of our customers. This position is accountable for adoption, consistency and performance improvement, and sustaining an innovative and reliable infrastructure for customer, member, patient and family experience strategy. This position helps with the implementation and integration of the ecosystem of digital engagement products and programs specific to the business segment, as well as necessary programs to equip leaders and team members to provide an extraordinary experience. This position is responsible for supporting, implementing, driving and modeling a top-tier service-oriented culture across Banner entities with the overall goal of improving the trust and loyalty of those we serve.

CORE FUNCTIONS

1. Partners with leaders to implement and support system-wide extraordinary service strategy and tactics to achieve Banner’s strategic goal to be a top decile performer by 2034. Leads the patient/member experience strategy execution by listening to the voice of our internal/external customers and then implements plans to maximize loyalty and expand the customer base. Supports the alignment of patient/member experience initiatives across the system and aligns with team member experience initiatives to achieve organizational goals and objectives. Ensures consistency across the continuum with our organizational approach to improving the internal and external customer experience

2. Serves as accountable consultant with Banner corporate teams, to implement and integrate customer, member, patient and family experience strategies into all aspects of Banner services and turning data into actionable tactics to drive a consistent positive experience. This includes implementation, adaptation and delivery of tools and plans as well as leadership, guidance and development for staff, articulating and demonstrating expectations for delivering exceptional experience.

3. Fosters a high level of collaboration within a matrixed environment to actively support driving culture change. Champions, models, and promotes patient/member experience philosophies and behaviors across entities. Works very closely with direct report team to ensure tight alignment with system level strategy, plans and tools to enhance the overall patient, member and people experience. Implements and adapts necessary tools to ensure consistent communication to leadership around extraordinary service strategy, plans, tools, and ongoing activities that enhance and sustain the service-focused culture. Functions as a subject matter expert in delivering extraordinary service to patients, families, members and customers.

4. Collaborates with Banner leadership to evaluate patient/member survey data related to leader and team member opportunities to improve the patient experience. Identifies and implements opportunities for improvement that enhance the extraordinary service patient experience skills of all Banner employees. Provides oversight regarding the extraordinary service culture and plans that are tightly aligned with the system. Leads by example with high visibility across assigned levels of entities supported and influences change at the facility and entity levels.

5. Provides leadership, supervision, guidance and development for team members, as well as continually supporting and exhibiting company values and extraordinary service standards. Identifies and provides growth opportunities for team members. Selects and develops well-trained and effective team, ensuring the achievement of goals and objectives through effective leadership. Articulates and demonstrates an expectation for continuous quality improvement utilizing processes that include consideration of all stakeholders. Fosters an environment that focuses on highly reliable processes and outcomes.

6. Provides management for the function of Extraordinary Service for the organization, for patient, family members and team member benefit. Partners with leadership of the system and operational business units, including but not limited to Banner plans and networks, revenue cycle, ambulatory, clinics, acute care delivery, post-acute, home health, and hospice. Interacts with all levels of the organization; provides guidance and consultation to leaders.

MINIMUM QUALIFICATIONS

Expert-level working knowledge of principles, practices, and operations as normally obtained through the completion of a Bachelor’s Degree in Health Care Administration, Human Resources, Organizational Development, or related field and five to seven years of progressively responsible experience in health care, human resources or a related area, including a minimum of two years management level experience within a healthcare system setting or large multi-operational, complex corporate environment.

Experience leading high quality services and programs in a healthcare environment. Proven track record of partnering with staff to achieve desired patient and customer experience outcomes. Must have excellent oral, written and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals. Knowledge of process improvement principles and practices. Knowledge of conflict resolution strategies and techniques.

Must have a working knowledge of personal software packages. Must have the ability to organize, prioritize and multi-task workload in a fast-paced environment. Proficient use of written language in composing a variety of presentations, policies, procedures, and other applicable communication pieces. Skilled in solving problems in order to facilitate the communication network between patient and hospital.

Skilled in maintaining composure and professional demeanor in difficult and stressful situations. Skilled in effectively handling multiple conflicting assignments, demands, and priorities with great attention to detail; coaching non direct report employees. Executive presence and ability to partner with leadership teams to drive results by setting and pursuing aggressive goals that demonstrate a strong commitment to organizational success; effectively working with leadership team to allocate resources in order to accomplish projects; and quickly assessing and assimilating organizational and industry financial dynamics in order to act with speed. Proven track record of driving successful performance outcomes and accomplishing organizational goals.

Must demonstrate skills and business acumen through leadership experiences such as: Responding to the needs of internal and external customers; managing a budget and financial plans; building partnerships with management, staff, and stakeholders to achieve department goals and objectives; managing problems and situations where uncertainty is inherent; ability to analyze and interpret data; persuading others to adopt a particular stance on an issue; developing and evaluating best practices and emerging trends for organizational applicability and appropriateness; constructing new and innovative solutions for complex and varying problems and situations while considering the larger perspective or context; mentoring and coaching staff by providing open and honest feedback to enhance performance; developing and implementing strategic goals and initiatives that support organizational success; demonstrating excellent human relations, organizational and communication skills; demonstrating a passion about continuously improving and providing high quality care and service excellence to customers, patients, families, employees and/or physicians.

PREFERRED QUALIFICATIONS

Master’s degree preferred with applicable certifications in health care administration, human resources or organizational development that demonstrate proficiency.

Expert in patient and family experience, survey methodologies, platforms, and/or programmatic content development and delivery with proven results.

Additional related education and/or experience preferred.

Estimated Pay Range:

$50.12 - $83.54 / hour Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. This range is based on possible base salaries and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained.

Anticipated Closing Window (actual close date may be sooner):

2026-11-19

EEO Statement:

EEO/Disabled/Veterans

Our organization supports a drug-free work environment.

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