Director, Consumer Experience - Research Insights

Intermountain Health • Dayton, OH

2d • $67 - $104 • Onsite

About The Position

The Director, Consumer Experience (CX) – Research & Insights reports to the AVP of Consumer Experience and serves on the CX leadership team. This enterprise role sets the research and insights strategy for understanding consumer, patient, and caregiver needs; synthesizes qualitative and quantitative inputs across data sources; and embeds insight into how Intermountain Health designs, delivers, measures, and improves experiences. The Director leads and develops a high-performing team and partners across regions, operations, and system shared services—including clinical, digital/technology, strategy, and human resources—to align priorities, translate insight into action, and advance Intermountain Health’s mission, brand, and strategic objectives.

Requirements

• Masters Degree. Education must be obtained through an accredited institution. Degree will be verified.
• Ten years of experience designing and conducting social research and evaluation studies in an applied setting.
• Experience must include at least five years of consulting with end users including executive leadership and five years of managing other researchers.
• Experience designing effective and efficient qualitative and quantitative research studies.
• Experience applying appropriate methods considering the study's purpose and objectives and the budget, sampling strategies that optimize sample size and validity, creating and using valid and reliable questionnaires that are efficient and powerful, and analysis plans that respond fully to the research objectives
• In-depth understanding of basic and advanced statistical procedures and their appropriate application.
• Must demonstrate advanced analytic and conceptual skills and proficiency using spreadsheets, presentation, database management, and word processing software.
• Must demonstrate a functional knowledge of SAS, SPSS or equivalent analysis software.
• Must demonstrate a familiarity with cutting-edge research practices and techniques and be well informed about the most current trends and issues in health care.
• Experience in a role requiring group facilitation skills.
• Experience using word processing, spreadsheet, database, internet and e-mail and scheduling applications.
• Experience in a role requiring effective verbal, written and interpersonal communication skills

Nice To Haves

• Experience working in an integrated health care organization.
• Experience directing a complex prioritization process that involves multiple groups including working with physicians, senior leaders, and a variety of stakeholder groups.
• Experience working with the Qualtrics Experience Management platform.

Responsibilities

• Lead CX teams to define the enterprise consumer experience strategy and framework that integrates insight, feedback, and experience performance into decision-making and prioritization.
• Ensure experience insights and feedback are easy to find, understand, and act on across the enterprise.
• Partner with the AVP of Consumer Experience to align priorities and activate insights.
• Set the research strategy and metrics; coordinate with CX leaders to deliver timely consumer research, insights, and feedback to teams across the enterprise.
• Monitor healthcare and business trends; provide independent analysis and serve as a subject-matter resource.
• Drive cross-enterprise alignment on what consumers value and how to deliver it.
• Research accountabilities: prioritize projects; consult with stakeholders to define objectives; design and execute studies; analyze and interpret results; and deliver clear, actionable reporting.

Benefits

• Sign-on bonus
• Relocation bonus
• Annual Pay for Performance (AP4P) Plan
• Tuition coverage paid directly to the academic institution through the PEAK program
• Comprehensive benefits package that covers a wide range of programs to foster a sustainable culture of wellness

What This Job Offers

• Job Type: Full-time
• Career Level: Director