Director Consumer Insights

Overview Catholic Health is one of Long Island's finest health and human services agencies. Our health system has over 16,000 employees, six acute care hospitals, three nursing homes, a home health service, hospice and a network of physician practices across the island. At Catholic Health, our primary focus is the way we treat and serve our communities. We work collaboratively to provide compassionate care and utilize evidence based practice to improve outcomes - to every patient, every time. We are committed to caring for Long Island. Be a part of our team of healthcare heroes and discover why Catholic Health was named Long Island's Top Workplace! Job Details 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. Duties/Responsibilities Enterprise Experience Measurement & Value Strategy 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. Patient Leakage, Retention & Growth Analytics 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. HCAHPS, Consumer Metrics & ROI Leadership 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. Data Governance, Integrity & Source Alignment 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. Visualization, Storytelling & Executive Influence 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. Performance Improvement & Accountability 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. Experience Technology & Vendor Partnership Leadership 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. Team Leadership & Capability Building 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. Required POSITION REQUIREMENTS AND QUALIFICATIONS 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. Preferred 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. Skills Enterprise and financial acumen Strategic measurement and ROI modeling Experience-driven growth mindset Data governance and credibility-building Executive storytelling and influence Change leadership and accountability Talent development and systems thinking Salary Range USD $150,000.00 - USD $210,000.00 /Yr. This range serves as a good faith estimate and actual pay will encompass a number of factors, including a candidate’s qualifications, skills, competencies and experience. The salary range or rate listed does not include any bonuses/incentive, or other forms of compensation that may be applicable to this job and it does not include the value of benefits. At Catholic Health, we believe in a people-first approach. In addition to the estimated base pay provided, Catholic Health offers generous benefits packages, generous tuition assistance, a defined benefit pension plan, and a culture that supports professional and educational growth. #J-18808-Ljbffr Catholic Health