Sunrise Senior Living, Inc

Director Experience Management

Sunrise Senior Living, Inc • $113K — $174K *
Mclean, VA 22101In-Person
Healthcare
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Marketing, Human Resources, or a related discipline; experience in healthcare, senior living, hospitality, or real estate preferred.
  • 6+ years of experience in experience management, employee engagement, customer experience, or related analytics functions.
  • Hands-on expertise with Qualtrics or similar XM/VoC platform, including survey and dashboard management.
  • Proven ability to visualize complex data and create executive-ready storytelling and actionable recommendations.
  • Experience influencing senior leaders and cross-functional partnerships effectively.
  • Demonstrated leadership in hiring, performance management, and team development.
  • Strong project management and communication skills with ability to prioritize multiple tasks.

Responsibilities

  • Lead the enterprise Experience Management program by leveraging team member and customer feedback.
  • Manage the XM/Voice of Customer platform, including survey design and budget oversight.
  • Transform feedback into actionable insights that identify trends and opportunities.
  • Develop dashboards and scorecards for leadership visibility into engagement metrics.
  • Collaborate with various departments to implement experience-focused initiatives.
  • Guide team member and customer journey mapping efforts to enhance experience.
  • Lead and develop the Experience Management team, ensuring effective survey and reporting processes.

Benefits

  • Medical, Dental, Vision, Life, and Disability Plans.
  • Retirement Savings Plans.
  • Employee Assistant Program and Discount Program.
  • Paid time off (PTO), sick time, and holiday pay.
  • myFlexPay option for quick payments after shifts.
  • Tuition Reimbursement available.
  • Potential for discretionary bonuses based on individual performance.
Full Job Description
What You'll Do
  • Lead Sunrise's enterprise Experience Management (XM) program, using team member and customer feedback to improve engagement, satisfaction, retention, and measurable business performance.
  • Own and optimize the XM/Voice of Customer platform-such as Qualtrics-including survey design, logic, distribution, dashboard configuration, reporting, vendor management, and budget oversight.
  • Transform quantitative and qualitative feedback into clear, actionable insights, identifying experience trends, pain points, and opportunities across communities, regions, and corporate functions.
  • Build and maintain role-based dashboards, scorecards, and self-service reporting that give leaders timely visibility into engagement, satisfaction, loyalty, and retention metrics.
  • Partner with Human Resources, Operations, Marketing, Communications, and senior leadership to translate insights into consistent operating standards, process improvements, and experience-focused initiatives.
  • Champion team member and customer journey-mapping efforts, testing and implementing solutions that strengthen the employee value proposition, customer experience, brand consistency, acquisition, and retention.
  • Lead, coach, and develop the Experience Management team and external resources, setting priorities and ensuring high-quality, timely survey administration, analysis, reporting, and follow-through.
What We're Looking For
  • Bachelor's degree in Business, Marketing, Human Resources, Hospitality, Communications, or a related discipline; experience in healthcare, senior living, hospitality, or real estate is preferred.
  • 6+ years of progressive experience in experience management, employee engagement, customer experience, loyalty, Voice of Customer, or related analytics functions.
  • Hands-on expertise administering Qualtrics or a comparable XM/VoC platform, including survey creation, survey logic, deployment, dashboard configuration, analytics, and reporting.
  • Proven ability to convert complex feedback, experience data, and operational metrics into compelling visualizations, executive-ready storytelling, and recommendations that drive action.
  • Experience influencing senior leaders and cross-functional partners without direct authority, building alignment across HR, Operations, Marketing, Communications, and other business functions.
  • Demonstrated people-leadership experience, including hiring, performance management, coaching, delegation, and development of high-performing internal teams and third-party partners.
  • Strong project management, critical-thinking, communication, and change-management skills, with the ability to manage multiple priorities and use AI-enabled tools to synthesize feedback and accelerate insights.


Experience Management Director | Employee Experience | Customer Experience | Resident Experience | Customer Insights | Employee Engagement | Analytics | Voice of Customer | Voice of Employee | Surveys

Pay Range:
113,100.00 - 174,000.00

We also offer benefits and other compensation that include:
  • Medical, Dental, Vision, Life, and Disability Plans
  • Retirement Savings Plans
  • Employee Assistant Program / Discount Program
  • Paid time off (PTO), sick time, and holiday pay
  • myFlexPay offered to get paid within hours of a shift
  • Tuition Reimbursement
  • In addition to base compensation, Sunrise may offer discretionary and/or non-discretionary bonuses. The eligibility to receive such a bonus will depend on the employee's position, plan/program offered by Sunrise at the time, and required performance pursuant to the plan/program.
  • Some benefits have eligibility requirements

About Sunrise Senior Living, Inc

Sunrise Senior Living, Inc. is a provider of senior living services. The Company's senior living services are provided through its portfolio of senior living communities located in the United States, Canada and the United Kingdom. The Company offers a range of personalized senior living services, including independent living, assisted living, care for individuals with Alzheimer's and other forms of memory loss, as well as nursing and rehabilitative services. The Company operates through two segments: Sunrise and Gracewell. The Sunrise segment includes the Company's communities in the United States and Canada, excluding management services. The Gracewell segment includes the Company's communities in the United Kingdom. The Company offers a range of senior living services, including independent living, assisted living, care for individuals with Alzheimer's and other forms of memory loss, as well as nursing and rehabilitative services.
Learn more about Sunrise Senior Living, Inc
Size
32,000 employees
Industry
Healthcare
Founded
1981
* Ladders Estimates

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