Director, Experience Transformation - Cancer Services

UChicago Medicine•Chicago, IL

8d•Onsite

About The Position

The Director, Patient Experience Transformation - Cancer Services at UChicago Medicine is responsible for shaping a culture of empathy, service delivery, and experience management at UChicago Cancer Pavilion. This role leads system-wide strategies to transform the oncology patient and family experience, advance workforce engagement, and foster a compassionate and inclusive environment for all who deliver and receive cancer care and services. Under the leadership of the VP, Chief Consumer Experience Officer and VP, Chief Administrative Officer, Cancer Services, the Director will advance human-centered design and culture transformation to achieve the highest level of service and experience. The Director will collaborate with interdisciplinary teams to align institutional goals with the lived experiences of patients, families, and staff, driving measurable improvements in satisfaction, quality of care, and workforce well-being.

Requirements

Master’s degree in Healthcare Administration, Organizational Development, Public Health, or related field.
10 years of overall experience with a minimum of 7 years of progressive leadership experience in patient experience, consumer insights management, organizational culture, healthcare operations, or oncology services.
Demonstrated success in managing interdisciplinary teams and engaging diverse stakeholder groups.
Deep knowledge of the cancer care continuum and the unique challenges faced by oncology patients and their families.
Strong expertise in change management, employee engagement, and organizational development.
High emotional intelligence with excellent communication, facilitation, and conflict-resolution skills.
Ability to manage complex projects and collaborate effectively across clinical, operational, and academic functions.
Commitment to equity, cultural humility, and trauma-informed leadership.

Nice To Haves

Experience in leading culture transformation or employee engagement initiatives within healthcare or academic medical settings is highly desirable.

Responsibilities

Design and lead a comprehensive strategy for patient experience and engagement aligned with institutional goals in cancer care, academic excellence, and community health.
Serve as a strategic advisor to senior leaders on culture transformation, service delivery, and experience design across the cancer hospital.
Partner with academic leaders to embed patient-centered values into clinical education, research, and training programs.
Drive a culture of compassion, trust, equity, and continuous improvement across all levels of the oncology organization.
Collaborate with Oncology service line and physician leadership, Human Resources, Nursing, and Organizational Development to design and implement initiatives that enhance employee engagement, retention, and workplace satisfaction.
Lead internal listening efforts (e.g., staff surveys, focus groups) to identify opportunities to improve frontline experience and align staff values with the mission.
Champion recognition and reward programs that highlight patient- and employee-centered behaviors and achievements.
Lead Patient and Family Advisory Councils (PFACs) and workforce focus groups to ensure integration of patient and employee perspectives directly shape cancer care policy, design, and delivery.
Lead strategies that promote shared decision-making, emotional support, and communication across diverse patient populations.
Collaborate with clinical, administrative, and facilities teams to improve touchpoints across the continuum of care (e.g., check-in, treatment environments, discharge).
Develop journey maps and other experience tools to visualize and improve the holistic cancer care experience.
Ensure the integration of hospitality and trauma-informed care principles into staff training and daily practice.
Oversee collection, analysis, and communication of patient experience metrics (e.g HCAHPS, CAHPS, -Cancer Care Survey).
Translate quantitative and qualitative data into actionable insights and lead quality improvement efforts based on findings.
Manage budgets, staffing, and vendor relationships for relevant patient experience and engagement programs.
Evaluate and implement digital tools and platforms that support patient and workforce communication, feedback, and empowerment.
Coordinate special initiatives and events that align with patient experience and engagement goals.