Details Department: Experience InsightSchedule: Full Time/8-Hour Day Shift, Monday-FridayLocation: Remote with less than 10% travelEligible for an annual bonus incentive
Benefits

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

 

Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance, location and salary range at the time of the offer.

Responsibilities

The Director, Experience Insights will support enterprise CX efforts through tracking consumer experience qualitative and quantitative data, to derive meaningful insights that will be used to guide improvement efforts. The work involves management of advanced analytics, data synthesis, insights generation, data visualizations and more. This role will serve as a subject matter expert, will develop measurement and reporting frameworks, and will manage the building and maintenance of a toolkit of resources for analyzing consumer experience data. This role will also work collaboratively across teams and the enterprise to leverage data relevant to the consumer experience, including business/operational metrics, to pull together a clear POV that drives prioritization. This role will partner closely with Consumer Experience and Operational/Clinical Leaders to inform improvement strategies aligned to the organization’s priorities and will contribute to the development and maturation of the consumer experience discipline for leaders and associates across the enterprise. 

 

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 consumable, meaningful, actionable experience insights for leadership to support strategic priorities and drive performance improvement in customer experience measures.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 dataCoordinate 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.
Requirements

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

Education:

Bachelor's Degree (preferably in Research, Math, or Business) with 3 years of cumulative experience OR 7 years of applicable cumulative job specific experience

Work Experience:

7 years of experience with 3 years of leadership or management experienceHealthcare experienceCX survey analysis experienceLeadership experienceProgram management experience

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

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Why Join Our Team

Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.

 

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.

 

Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.

Equal Employment Opportunity Employer

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.

 

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As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

 

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