System Director, Patient Experience

In close partnership with clinical, operational, and administrative leaders, the Director leverages data, insights, and best practices to design and implement programs that elevate care delivery and organizational culture. This role plays a key part in positioning Texas Children's as a national leader in service excellence across pediatric and women's health, ensuring every interaction reflects our commitment to quality, safety, and compassionate, family-centered care.

Work Location: This is a fully onsite role based at Texas Children's Hospital in Houston, TX.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Accountability A: Strategic Leadership & Vision

• Lead the vision, strategy, and execution of patient and family experience initiatives across the system.
• Advise senior leaders and align experience strategies with organizational priorities and long-term goals.
• Champion a culture of service excellence that reinforces Texas Children's reputation in pediatric and women's health.

Accountability B: Data, Insights & Performance Improvement

• Collect, analyze, and interpret patient experience data, including survey feedback and satisfaction metrics.
• Partner with data and analytics teams to develop dashboards and reporting tools that enable real-time performance monitoring.
• Translate insights into actionable strategies that drive measurable improvements in experience outcomes.

Accountability C: Patient & Family Engagement

• Lead the development and execution of strategies that actively engage patients and families as partners in care.
• Oversee and expand Patient and Family Advisory Councils (PFACs) to ensure diverse representation and meaningful input.
• Incorporate patient and family perspectives into decision-making and program development.

Accountability D: Culture & Organizational Capability

• Promote organization-wide learning by sharing key insights, best practices, and performance trends.
• Design and implement patient experience improvement strategies for clinicians and frontline teams.
• Foster transparency and accountability for patient experience metrics across the organization.

Accountability E: Team Leadership & Development

• Provide strategic and operational leadership for the Patient Experience team.
• Coach, mentor, and develop team members to strengthen capabilities and performance.
• Monitor program outcomes and ensure consistent, high-quality execution of initiatives.

Accountability F: Innovation, Benchmarking & Compliance

• Research and integrate evidence-based best practices in patient experience, particularly within pediatric care.
• Monitor industry trends and benchmark performance against leading organizations.
• Ensure compliance with regulatory, accreditation, and system requirements.

SHARED ACCOUNTABILITIES

• Complete timely performance appraisals for direct reports.
• Ensure new staff attend hospital and departmental orientation within established timeframes.
• Develop and maintain job descriptions as needed.
• Prepare and submit annual capital and operating budgets.
• Conduct investigations and follow-up on patient complaints in a timely manner.
• Submit performance planning documents, departmental goals, and action plans.
• Support accreditation readiness, including compliance with Joint Commission standards and collaboration across the system.

KNOWLEDGE & SKILLS

• Knowledge of patient care delivery models, patient experience frameworks, and quality improvement methodologies.
• Strong analytical skills with the ability to interpret data and drive actionable insights.
• Financial acumen, including budgeting and variance analysis.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a complex, fast-paced environment.
• Strong problem-solving, organizational, and facilitation skills.
• Proficiency in word processing, spreadsheet, and healthcare data systems.

QUALIFICATIONS

Required Experience

• Minimum of 8 years of experience in patient engagement, organizational development, employee experience, culture strategy, or related functions

Education

• Master's Degree in Business Administration or a related field required

Licensure/Certification

• Certification and/or licensure within a clinical discipline in areas of responsibility strongly preferred

ABOUT US

Since 1954, Texas Children's has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children's hospital in Texas, and among the top in the nation by U.S. News & World Report as well as recognition from Houston Business Journal as one of this city's Best Places to Work for ten consecutive years.

Texas Children's comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Tower for pediatric research; Texas Children's Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children's Hospital West Campus, a community hospital in suburban West Houston; Texas Children's Hospital The Woodlands, the first hospital devoted to children's care for communities north of Houston; and Texas Children's Hospital North Austin, the new state-of-the-art facility providing world-class pediatric and maternal care to Austin and Central Texas families. We have also created Texas Children's Health Plan, the nation's first HMO focused on children; Texas Children's Pediatrics, the largest pediatric primary care network in the country; Texas Children's Urgent Care clinics that specialize in after-hours care tailored specifically for children; and a global health program that is channeling care to children and women all over the world. Texas Children's Hospital is affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.

To join our community of 15,000+ dedicated team members, visit texaschildrenspeople.org for career opportunities.

Texas Children's is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.