Director Consumer Insights

Catholic Health•Melville, NY

5d•Onsite

About The Position

The Director of Consumer & Patient Experience Analytics is accountable for translating experience data into measurable enterprise value. This role leads the strategy, governance, and application of patient and consumer experience analytics to drive retention, reduce patient leakage, improve loyalty, and support revenue growth, while ensuring excellence in HCAHPS performance and compliance. The Director integrates regulatory experience metrics (HCAHPS) with consumer-driven indicators such as Net Promoter Score (NPS) and Customer Effort Score (CES) to quantify the relationship between experience, patient choice, and financial outcomes. This leader serves as a strategic partner to executive leadership, finance, clinical operations, and IT—ensuring experience analytics directly inform investment decisions and performance accountability.

Requirements

Bachelor’s degree in Analytics, Statistics, Data Science, Public Health, Health Informatics, or related field.
Senior-level experience leading analytics, insights, or performance measurement in healthcare.
Deep expertise in HCAHPS and strong command of NPS, CES, and consumer experience metrics.
Demonstrated experience quantifying patient leakage, retention, and experience-driven ROI.
Proven ability to partner with finance and strategy leaders on business cases and investment decisions.
Executive-level communication and influence skills.

Nice To Haves

Master’s degree in a related field.
Experience with CMS Value-Based Purchasing and reimbursement models.
Advanced analytic capabilities (SQL, R, Python, SAS).
Experience working across EHRs, CRM, survey platforms, and data warehouses.

Responsibilities

Define and lead an enterprise-wide experience measurement strategy that connects patient and consumer experience to retention, market share, and growth.
Establish a clear framework linking HCAHPS, NPS, CES, and journey-based metrics to patient behavior, including repeat utilization, leakage, and loyalty.
Align experience measurement priorities with organizational strategic growth plans and service line strategies.
Quantify patient leakage attributable to experience-related factors, including access barriers, care transitions, communication, and ease of navigation.
Partner with strategy, finance, and service line leaders to identify experience-driven leakage risks and retention opportunities.
Develop analytic models that link experience performance to downstream utilization, referrals, and lifetime patient value.
Monitor experience indicators as leading signals of leakage, defection, and consumer churn.
Serve as the executive expert on HCAHPS methodology, scoring, and drivers, including financial implications for Value-Based Purchasing (VBP).
Lead analyses connecting improvements in HCAHPS, NPS, and CES to financial ROI, including: Reduced leakage and improved patient retention, Increased repeat utilization and share of care, Improved VBP performance and incentive capture, Reduced cost of service recovery and complaints.
Partner with finance to establish defensible ROI models for experience improvement initiatives.
Own governance for all experience-related data, ensuring credibility, consistency, and a defensible “single source of truth.”
Ensure experience analytics are audit-ready and trusted for executive and board-level decision-making.
Partner with IT and enterprise analytics to align data sources, workflows, and definitions across clinical, operational, and consumer systems.
Translate complex analytics into executive-ready insights that clearly articulate financial, operational, and strategic impact.
Develop board-level dashboards that connect experience trends to leakage, retention, and ROI.
Equip leaders with clear, actionable narratives that support accountability and investment decisions.
Embed experience analytics into enterprise performance management and improvement initiatives.
Define success metrics, track progress, and quantify impact over time.
Ensure leaders understand not only what performance is, but why it matters financially and strategically.
Serve as the executive owner of relationships with patient and consumer experience vendors (e.g., HCAHPS survey vendors, digital feedback platforms, CRM/experience platforms, access and journey measurement tools).
Demonstrate working knowledge of the technical aspects of experience platforms, including: Survey sampling, administration, and data feeds, Data extraction, APIs, and file transfers, Integration with EHRs, CRMs, and enterprise data warehouses, Timing, latency, and data refresh cycles.
Collaborate with IT and vendors to resolve data quality issues, integration challenges, and reporting discrepancies.
Evaluate vendor performance, data reliability, and analytic capabilities; recommend enhancements or changes as needed.
Support vendor selection, contracting input, and implementation planning with a focus on analytic rigor, scalability, and ROI.
Ensure vendor tools and outputs support executive decision-making, performance improvement, and defensible ROI analysis.
Lead and develop high-performing experience analytics talent.
Establish best practices for analytic rigor, visualization standards, and financial storytelling.
Build scalable analytic capabilities to support long-term growth and consumer strategy.