Director, Patient Experience Advisory

Press Ganey

4d•Hybrid

About The Position

The Director, Advisory plays a critical leadership role in delivering exceptional client value while advancing Press Ganey’s advisory capabilities. This role leads a team of expert Patient Experience Advisors who provide strategic insights and improvement opportunities to healthcare clients, ensuring they benefit from the latest industry knowledge, regulatory updates, and best practices. You will be responsible for building and enabling a high‑performing advisory team through strong leadership, scalable training, operational excellence, and close partnership with Product, Analytics, Knowledge Management, and other functional leaders. Acting as both a people leader and operational steward, you will help shape how advisory services are delivered at scale—driving innovation, consistency, and measurable impact for clients.

Requirements

10+ years of progressive leadership experience within healthcare.
Strong executive presence.
Proven experience managing, developing, and directly leading high-performing teams.
Strong background in consulting, strategic planning, operational execution, and budgeting.
Experience leading Patient Experience initiatives and working with Patient Experience data (analysis, reporting, presenting, etc.).
Excellent communication, presentation, and stakeholder engagement skills.
Ability to travel up to 50%.
Bachelor’s degree required

Nice To Haves

MBA preferred
Clinical background preferred
Experience with analytics, marketing, business development, and/or sales is preferred.

Responsibilities

Lead, hire, mentor, and develop a high-performing team of Advisors, fostering a culture of collaboration, accountability, innovation, and continuous growth.
Establish clear career paths, development expectations, and performance standards to support retention and professional advancement.
Provide ongoing coaching and feedback to ensure high-quality client delivery and exceptional customer experience.
Ensure Advisors remain current on healthcare industry trends, regulatory changes, and emerging best practices through structured training, knowledge sharing, and continuous learning.
Serve as a steward of advisory thought leadership, ensuring insights are timely, relevant, and aligned with client and market needs.
Lead the evolution of advisory offerings delivered at scale, including proactive insights, improvement programs, best‑practice toolkits, educational offerings, and networking opportunities.
Partner with Press Ganey functional leaders to identify opportunities to enhance advisory services, tools, and methodologies.
Ensure advisory work consistently delivers actionable insights and measurable improvement outcomes for clients.
Collaborate with Knowledge Management, Analytics, and internal subject matter experts to prioritize, develop, and operationalize scalable insights, analytics, and advisory resources.
Ensure Advisors are equipped to deliver specialized client training as well as broader internal education initiatives.
Oversee the development and dissemination of training materials, toolkits, and best-practice resources.
Serve as the “voice of Advisory” with Product, acting as the eyes and ears of the field on new product and feature development.
Lead advisory readiness for new product launches, including training materials, internal communications, and enablement sessions.
Ensure alignment between product evolution, advisory workflows, and client-facing guidance.
Oversee day-to-day advisory operations, including forecasting supply and demand for advisory services, monitoring quality, and ensuring efficient resource utilization.
Maintain oversight of budgets, FTE forecasting, and expense management.
Drive operational consistency and effective cross-functional collaboration to support scalable growth.