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Chief Experience Officer

Job Overview:

The Dr. Lorna Breen Heroes’ Foundation (DLBHF), a 501(c)(3) nonprofit, seeks a motivated and detail-oriented individual to join our team as the Chief Experience Officer (CXO). In this, you will play a pivotal role in shaping and delivering exceptional experiences for our stakeholders, including partners, program users (e.g., hospital leaders, healthcare executives, and healthcare workers), donors, ambassadors, policymakers, media, staff, and the healthcare worker well-being community at large. You will lead the strategic vision and execution of all aspects related to enhancing the experience journey, ensuring alignment with the Foundation’s mission, values, and objectives.

Founded in 2020, DLBHF was established to protect and care for the well-being of healthcare professionals. Our national efforts focus on changing the culture and conditions that lead to burnout and trauma, as well as eliminating the stigma that deters healthcare professionals from seeking mental health care. Our namesake, Dr. Lorna Breen, devoted her career to practicing emergency medicine, becoming Director of the ER at Allen Hospital in Manhattan. She went from treating pandemic victims to becoming a casualty of a healthcare industry that is ill-equipped to take care of its own, when she died by suicide in 2020.

Key Responsibilities

Strategic Leadership

  • Develop and implement a comprehensive experience strategy for all types of our stakeholders aligned with the Foundation’s mission, goals, and strategic plan.
  • Lead cross-functional teams to drive a unified approach to stakeholder experience and engagement across all touchpoints.
  • Collaborate with CEO and CMO to provide leadership and direction to various operational functions, including finance, human resources, administration, and IT.
  • Collaborate with internal departments and consultants, including marketing, communications, fundraising, and program management, to ensure alignment and integration.
  • Serve as an advocate for stakeholder experience within the organization, promoting a culture of empathy, responsiveness, and continuous improvement.

Stakeholder Engagement

  • Cultivate meaningful relationships with partners, program users, ambassadors, and the healthcare worker well-being community at large to understand needs, preferences, and feedback, including overseeing the engagement of stakeholders within the Foundation’s ALL IN coalition, Medical Student coalition, and Ambassador program.
  • Develop strategies to enhance stakeholder engagement, satisfaction, and loyalty through personalized experiences and effective communication channels across the Foundation’s programs and solutions, including the ALL IN coalition, Medical Student coalition, and Ambassador program.
  • Collaborate with the CEO and CMO to oversee donor experience and develop strategies for individual and corporate fundraising with consultants

Program Design and Innovation

  • Design innovative and inclusive experiences for the Foundation’s programs and solutions, including Caring for Caregivers and WellBeing First Champion Challenge.
  • Utilize data-driven insights, user research, and feedback mechanisms to continuously improve and optimize the stakeholder experience within the Foundation’s programs and solutions.
  • Identify emerging trends and technologies to enhance engagement and adapt strategies accordingly for the Foundation’s programs, including Caring for Our Caregivers and WellBeing First Champion Challenge.

Brand Management

  • Ensure consistency and alignment of the Foundation’s brand identity across all touchpoints.
  • Oversee the development and implementation of branding guidelines, messaging frameworks, and storytelling narratives to convey the Foundation’s impact and values effectively.
  • Oversee agency partners and vendors in implementing marketing, communications, and advocacy initiatives to fulfill the Foundation’s mission and goals.

Performance Measurement

  • Establish key performance indicators (KPIs) and metrics to measure the effectiveness of the Foundation’s programs, stakeholder engagement, and communications/marketing.
  • Analyze data and feedback to identify areas for improvement and inform strategic decision-making.
  • Prepare regular reports and presentations for senior leadership and board members on outcomes and recommendations.

Qualifications

  • Bachelor’s degree in business administration, marketing, communications, or a related field (Master’s degree preferred).
  • Proven experience (12+ years) in experience design, customer/client relations, or a similar role, preferably within the nonprofit sector.
  • Strong leadership skills with the ability to inspire and motivate cross-functional teams.
  • Excellent communication, interpersonal, and relationship-building skills.
  • Strategic thinker with a data-driven and analytical approach to problem-solving.
  • Demonstrated commitment to diversity, equity, and inclusion principles.
  • Proficiency in relevant software and tools for data analysis, project management, and stakeholder engagement.
  • Passion for the Foundation’s mission and dedication to making a positive impact on healthcare worker well-being.

Salary and Benefits:

Competitive salary and benefits package.

Application Process:

Interested candidates are invited to submit their resume, cover letter, and any relevant certifications to jobs@drbreenheroes.org.

Date of Job Description 3/1/24