The Chief Experience Officer (CXO) role has emerged in health care in the last five to ten years. There is an absence of role descriptions, qualifications, duties, expected outcomes and reporting structures available in the literature. Most of the available information are reports from private organizations like the Experience Innovation Network, The Beryl Institute (TBI), Catalyst Healthcare Research (CHR) and The Health Care Advisory Board (Boehm, 2015; Boehm & Petty, 2016; Lauing & Woods, 2015; Palmer & Prince, 2013; The State of the Patient Experience, 2015; Wolf, 2015; Wolf & Prince, 2014) who produce information for members and are not generally found in the literature. Trade journals have documented interviews with individuals who are newly appointed to the CXO position (Adamson & Adamson, 2001; Carlson, 2015; Larkin, 2012). This qualitative key informant study seeks to contribute knowledge of the CXO position by identifying the reporting structures and organizational relationships, position qualifications, major job responsibilities, position priorities and focus of the work and expected results and key outcomes for the CXO role. The information will be synthesized to develop a position description for the CXO working in a Health Care system.



Document Type

Scholarly Project

Degree Name

Doctor of Nursing Practice (DNP)

Level of Degree


First Committee Member

PJ Woods, PhD, MBA, RN, NEA-BC

Second Committee Member

Carolyn Montoya, PhD, MSN, CPNP, RN, FAAN, FAANP

Third Committee Member

Angeline Delucas, DNP, MBA, RN, NEA-BC


patient experience, chief experience officer, job description, patient satisfaction

Included in

Nursing Commons