Senior Director of Consumer Insights (Consumer Experience)

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

Life at Ascension: Where purpose meets opportunity

Ascension is a leading nonprofit Catholic health system with a culture and associate experience grounded in service, growth, care and connection. We empower our 97,000+ associates to bring their skills and expertise every day to reimagining healthcare, together. Recognized as one of the Best 150+ Places to Work in Healthcare and a Military-Friendly Gold Employer, you’ll find an inclusive and supportive environment where your contributions truly matter.

Benefits that help you thrive

• 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
• Other benefits: optional legal and pet insurance, transportation savings and more

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's
  degree with 3 years of applicable cumulative job specific experience required, with 2 of those years
  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

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. For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

Fraud prevention notice

Prospective applicants should be vigilant against fraudulent job offers and interview requests. Scammers may use sophisticated tactics to impersonate Ascension employees. To ensure your safety, please remember: Ascension will never ask for payment or to provide banking or financial information as part of the job application or hiring process. Our legitimate email communications will always come from an @ascension.org email address; do not trust other domains, and an official offer will only be extended to candidates who have completed a job application through our authorized applicant tracking system.

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