About this role
Senior Director, Patient Experience
Job Posting Description: The Senior Director of Patient Experience is responsible for establishing and leading the organization’s enterprise-wide patient and family experience strategy. Reporting to the Chief Nursing Officer, SVP Patient Care Operations, this role serves as a strategic leader and change agent, partnering with executive, clinical, and operational leaders, patients, families, and community stakeholders to advance a culture of service excellence, compassion, engagement, and patient- and family-centered care. The Senior Director leads the development, implementation, and evaluation of programs, standards, and improvement initiatives across care settings, ensuring the voice of patients and families informs organizational priorities and decision-making. The role is accountable for driving measurable improvements in experience outcomes and creating a consistent, exceptional experience across the organization. Principal Duties and Responsibilities
• Lead enterprise patient experience strategy and programs. Develop and execute a comprehensive patient and family experience strategy aligned with organizational mission, values, quality goals, and strategic priorities. Establish and advance programs supporting patient and family experience, staff experience, and volunteer services across inpatient, outpatient, and community-based settings. • Drive measurement, performance improvement, and accountability. Establish goals, performance measures, and measurement frameworks using patient experience surveys, real-time feedback, qualitative insights, and other data. Partner with Quality, Safety, clinical, and operational leaders to identify opportunities, develop action plans, and drive measurable and sustainable improvement. • Advance patient- and family-centered culture and engagement. Serve as the organization’s subject matter expert for patient- and family-centered care and service excellence. Ensure patient and family perspectives are meaningfully incorporated into organizational planning, program development, and decision-making through engagement, education, coaching, and other mechanisms. • Provide organizational leadership and strategic partnership. Build and lead a high-performing patient experience team and collaborate across Nursing, Quality, Safety, Social Work, Child Life, Spiritual Care, Diversity, Equity & Inclusion, and other clinical and operational functions to promote consistent standards and practices. Represent the organization through relevant professional associations, community partnerships, and industry forums and remain current on emerging trends, benchmarks, and evidence-based practices. • Oversee operational and financial performance. Provide leadership, supervision, and professional development for patient experience staff and programs. Develop and manage departmental budgets, resources, technologies, and operational plans, ensuring effective stewardship of organizational resources and alignment with strategic objectives. Requirements • Bachelor's degree • Minimum 7–10 years of progressive experience in patient experience, quality improvement, service excellence, or related healthcare leadership. • Demonstrated success in leading cross-functional initiatives and driving measurable improvements in patient/family satisfaction outcomes.