Director, Patient Experience Advisory

Company Description

Press Ganey is the leading experience measurement, data analytics, and insights provider for complex industries-a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare -perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world's most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action.

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood.

• Energize the customer relationship:Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions.

• Success starts with me:Personal ownership fuels collective success. We each play our part and empower our teammates to do the same.

• Commit to learning:Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow.

• Dare to innovate:We challenge the status quo with creativity and innovation as our true north.

• Better together:We check our egos at the door. We work together, so we win together.

Location: Remote / Work from Home - Role will support our west market (WA, OR, CA, ID, NV, MT, WY, UT, CO, AZ, NM, KS, OK, TX, LA) which is PST & CST. Candidates based in this market are preferred. We would consider strong candidates based in the adjacent central market (ND, MN, WI, MI, OH, IN, IL, IA, SD, NE, MO, KY, TN, AR, AS) that are flexible to work with clients based in PST & CST.

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 highperforming 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.

Key Responsibilities

Leadership & Team Development

• 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.

Industry Expertise & Thought Leadership

• 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.

Client Value & Advisory Innovation

• Lead the evolution of advisory offerings delivered at scale, including proactive insights, improvement programs, bestpractice 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.

Training, Enablement & Knowledge Activation

• 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.

Product Readiness & Cross-Functional Partnership

• 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.

Operational Management & Governance

• 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.

Qualifications

• 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.
• Experience with analytics, marketing, business development, and/or sales is preferred.
• Ability to travel up to 50%.

Education

• Bachelor's degree required
• MBA preferred
• Clinical background preferred

Don't meet every single requirement?Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Additional Information for US based jobs:

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state, or local protected class.

Pay Transparency Non-Discrimination Notice - Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

The expected base salary for this position ranges from $130,000to $170,000.It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here:https://www.pressganey.com/legal-privacy/