Director, Patient Experience Analytics

Role Overview

• Own the ACE Patient Experience COE measurement strategy and KPI framework, including metric definitions, governance rules, calculation logic, and standard reporting cadences aligned to journey phases (0–90 days and 90+)
• Build and maintain executive-ready dashboards and recurring performance readouts (weekly/monthly/quarterly), ensuring reporting is trusted, consistent, and decision-oriented
• Establish and maintain a unified VoP taxonomy and driver framework (themes, sub-themes, severity, journey stage, channel), including QA standards, sampling processes, and ongoing validation to ensure signal integrity
• Integrate and validate experience signals across sources (e.g., NPS/sentiment surveys, complaint and escalation workflows, contact drivers, digital engagement telemetry, communications performance), ensuring data consistency and a single source of truth for experience insights
• Quantify top friction drivers using rate + impact analyses (cohort/segment/journey-stage breakdowns), and produce clear prioritization inputs that partner teams can act on within their roadmaps
• Own closed-loop measurement and improvement tracking, including the operational reporting system that connects shipped changes to outcome movement and highlights what changed, what moved, and what did not
• Lead experience attrition and retention analytics, identifying leading indicators, validating driver contributions, segmenting cohorts, and supporting the enterprise’s ability to predict and prevent churn
• Support AI-driven patient sentiment initiatives by preparing labeled datasets, auditing model outputs, defining confidence thresholds, measuring classification accuracy, and operationalizing sentiment into actionable themes and driver reduction plans
• Partner with IT, Product, Operations, Patient Experience, and Growth leaders to define instrumentation and data requirements for experience-critical touchpoints (portal/SMS/email flows, service recovery events, intake milestones), ensuring telemetry exists to measure adoption, friction, and outcomes
• Produce ELT-ready experience narratives that connect patient experience signals to enterprise outcomes (retention, conversion, speed to service, delight, contact reduction), including clear recommendations, risks, and tradeoffs
• Support M&A and partnership integrations by establishing experience measurement baselines, aligning KPI definitions and VoP taxonomy across acquired/partner populations, and delivering post-integration reporting that tracks friction drivers, adoption, and retention impact through the closed-loop improvement model
• Drive continuous improvement of the analytics operating model, including documentation of data sources, metric lineage, refresh cycles, and stakeholder enablement on how to use experience reporting consistently

Requirements

• Bachelor’s degree in Business Analytics, Data Analytics, Statistics, Economics, Public Health, Health Informatics, Computer Science, or related field
• 4+ years of experience in BI/analytics, performance reporting, or insights roles with ownership of KPI frameworks, dashboards, and executive reporting
• Demonstrated experience translating ambiguous business problems into measurable metrics, driver analyses, and decision-ready insights
• Experience leading cross-functional analytics workstreams and partnering with Operations, Product/IT, and business leaders to define data needs and instrumentation
• Preferred: Healthcare experience (pharmacy, payer, provider, patient engagement, clinical operations, contact center analytics)
• Preferred: Experience with VoC/VoP analytics, survey analytics (NPS), complaints/escalations, and closed-loop improvement measurement
• Preferred: Experience supporting AI/ML programs for text classification/sentiment, including QA validation, sampling, and model performance monitoring.

Benefits

• medical/dental/vision
• flexible spending
• company-paid life insurance and short-term disability
• voluntary benefits
• 401(k)
• Paid Time Off
• paid holidays