Senior Director of Consumer Insights (Consumer Experience)

Key Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

About the 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.

Qualifications

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

Benefits

• Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA options
• Financial security & retirement: employer-matched 403(b), planning and hardship resources, disability and life insurance
• Time to recharge: pro-rated paid time off (PTO) and holidays
• Career growth: Ascension-paid tuition (Vocare), reimbursement, ongoing professional development and online learning
• Emotional well-being: Employee Assistance Program, counseling and peer support, spiritual care and stress management resources
• Family support: parental leave, adoption assistance and family benefits
• Optional legal and pet insurance, transportation savings and more