Director, Consumer Experience Insights

We Are Hiring

• Department: Experience Insight
• Schedule: Full Time/8-Hour Day Shift, Monday-Friday
• Location: Remote with less than 10% travel
• Salary: $118,129 - $159,821 per year
• Eligible for an annual bonus incentive

The Director, Experience Insights will play a pivotal role in shaping and advancing our consumer experience strategy. This leader will harness both qualitative and quantitative data to uncover meaningful insights that drive improvement, innovation, and measurable results. By leveraging advanced analytics, synthesizing data into compelling narratives, and delivering clear visualizations, the Director will enable leaders to act with confidence and precision.

As a subject matter expert, the Director will maintain and evolve measurement/reporting frameworks as well as a robust toolkit for analyzing consumer experience, ensuring that data is translated into actionable priorities. Partnering closely with Consumer Experience, Operational, and Clinical leaders, this role will integrate business and operational metrics to deliver a holistic point of view that guides decision-making and drives enterprise-wide alignment.

Ultimately, the Director will help define and mature the consumer experience discipline across the organization—equipping leaders and associates with the insights and tools they need to continuously elevate the experience of those we serve.

Core Responsibilities:

• Lead a team of market-level analysts who have responsibility for data, insights and integrated Voice of Customer (VoC) support for business decisions and operating reviews.
• Produce and maintain analyst resources and toolkit, yielding consumable, meaningful, actionable experience insights for leadership to support strategic priorities and drive performance improvement.
• Identify ongoing or emerging themes, trends, and correlations across primary and secondary sources/data points and tell the story with compelling data visualizations and clear recommendations for improvement.
• Manage regulatory consumer experience survey (CAHPS) programs, with external vendor support.
• Partner with leaders across the organization in advisory role; provide ongoing support and education on effective use of CX data
• Coordinate across functional and data teams to ensure consistency and optimization of the overall work product. Suggest solutions, improvements, and efficiencies in data quality and management.
• Assume a proactive role in driving improvement activities to achieve department and organizational goals to deliver value.

What You Will Need

• Licensure / Certification / Registration: Project Mgmt Professional License. Preferred

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's degree with 3 years of applicable cumulative job specific experience required, with 2 of those years being in leadership/management.

Additional Preferences

• Bachelor's degree (preferably in Research, Math, or Business) with 3 years of cumulative experience OR 7 years of applicable cumulative job specific experience
• 7 years of experience/3 years of leadership or management experience preferred
• Healthcare experience preferred

Key Attributes : Strong analytical skills, critical thinker, data storytelling, experience with customer experience data and integration with operational data, transparent communication, experience working in complex/matrixed organization, demonstrated ability to collaborate and create consensus, vendor management, innovative mindset.

Ascension is a leading non-profit, faith-based national health system made up of over 134,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws.

Benefits include Paid time off (PTO), Various health insurance options & wellness plans, Retirement benefits including employer match plans, Long-term & short-term disability, Employee assistance programs (EAP), Parental leave & adoption assistance, Tuition reimbursement, Ways to give back to your community.