Your future role at a glance

Location: Remote with approximately 10% travel

Department: Experience Insight

Schedule: Day shift | Full-time

Salary: $146,000.00 - $248,200.00 per year

Eligible for an annual bonus incentive

How you'll make an impact in this role

The Senior Director of Consumer Insights (Consumer Experience) is a transformative leadership role responsible for converting consumer, patient, and caregiver feedback into strategic intelligence that drives experience improvement and operational performance across Ascension. Serving as the enterprise authority on consumer experience research and insight, this leader provides executives with a definitive understanding and actionable insight as to how healthcare experiences influence trust, retention, and operational outcomes.

Operating as a critical partner to clinical and operational leaders, the Senior Director moves beyond traditional metric reporting to diagnose the underlying drivers of experience performance, quantify friction points, and influence enterprise priorities. This role requires a potent combination of analytical rigor, executive storytelling, operational empathy, and organizational influence to ensure customer experience insights shape decision-making at every level of the health system.

Key Responsibilities

• CX Insights Agenda: Develop and oversee a comprehensive customer experience insights agenda that integrates continuous listening feedback and primary research and connects experience data with operational, clinical and financial data. Generates hypotheses, performs deep dive analysis (AI/Tableau/SQL) and uncovers actionable insights
• Operational & Clinical Partnerships: Partner with executive, clinical, and operational leaders to diagnose root causes of experience performance. Translate complex experience data into clear, actionable recommendations that prioritize improvements with the highest impact on patient outcomes and care delivery.
• Driver & Loyalty Analytics: Lead advanced analysis to uncover the key drivers of customer sentiment, explicitly quantifying their impact on outcomes such as patient loyalty, retention, system reputation, and cost-to-serve. Provide evidence-based recommendations that optimize resource allocation for experience design.
• Continuous Improvement Activation: Establish governance, processes, and forums that seamlessly integrate customer experience insights into operational reviews, strategic planning, and performance management.Accountable for prioritizing 'next best action' to ensure we achieve internal and regulatory performance goals.
• Team Leadership & Analytics Modernization: Lead, coach, and develop a high-performing team of consumer insights professionals. Advance capabilities in journey analytics, text analytics, predictive modeling, and data visualization, positioning the team as a strategic partner to frontline and executive leaders alike.

What minimum requirements you'll need

Education:

• High School diploma equivalency with 5 years of applicable cumulative job specific experience
  required, with 2 of those years being in leadership/management OR Associate's degree/Bachelor'
  degree with 3 years of applicable cumulative job specific experience required, with 2 of those year
  being in leadership/management.

What additional preferences we're seeking

• Progressive experience in insights, consumer research, strategy, or analytics roles, with a track record of translating data into actionable insights and influencing senior leaders

Responsibilities

The Senior Director of Consumer Insights (Consumer Experience) is a transformative leadership role responsible for converting consumer, patient, and caregiver feedback into strategic intelligence that drives experience improvement and operational performance across Ascension. Serving as the enterprise authority on consumer experience research and insight, this leader provides executives with a definitive understanding and actionable insight as to how healthcare experiences influence trust, retention, and operational outcomes.

Operating as a critical partner to clinical and operational leaders, the Senior Director moves beyond traditional metric reporting to diagnose the underlying drivers of experience performance, quantify friction points, and influence enterprise priorities. This role requires a potent combination of analytical rigor, executive storytelling, operational empathy, and organizational influence to ensure customer experience insights shape decision-making at every level of the health system.

Key Responsibilities

• CX Insights Agenda: Develop and oversee a comprehensive customer experience insights agenda that integrates continuous listening feedback and primary research and connects experience data with operational, clinical and financial data. Generates hypotheses, performs deep dive analysis (AI/Tableau/SQL) and uncovers actionable insights
• Operational & Clinical Partnerships: Partner with executive, clinical, and operational leaders to diagnose root causes of experience performance. Translate complex experience data into clear, actionable recommendations that prioritize improvements with the highest impact on patient outcomes and care delivery.
• Driver & Loyalty Analytics: Lead advanced analysis to uncover the key drivers of customer sentiment, explicitly quantifying their impact on outcomes such as patient loyalty, retention, system reputation, and cost-to-serve. Provide evidence-based recommendations that optimize resource allocation for experience design.
• Continuous Improvement Activation: Establish governance, processes, and forums that seamlessly integrate customer experience insights into operational reviews, strategic planning, and performance management.Accountable for prioritizing 'next best action' to ensure we achieve internal and regulatory performance goals.
• Team Leadership & Analytics Modernization: Lead, coach, and develop a high-performing team of consumer insights professionals. Advance capabilities in journey analytics, text analytics, predictive modeling, and data visualization, positioning the team as a strategic partner to frontline and executive leaders alike.

Qualifications

Education:

• High School diploma equivalency with 5 years of applicable cumulative job specific experience
  required, with 2 of those years being in leadership/management OR Associate's degree/Bachelor'
  degree with 3 years of applicable cumulative job specific experience required, with 2 of those year
  being in leadership/management.