Director, Patient Experience Analytics

ExactCare

Director of Patient Experience Analytics at AnewHealth overseeing patient experience KPIs and data insights. The role focuses on improving patient satisfaction and operational efficiency through data analysis and reporting.

Posted 6/11/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Own the ACE Patient Experience COE measurement strategy and KPI framework, including metric definitions, governance rules, calculation logic, and standard reporting cadences aligned to journey phases (0–90 days and 90+)
Build and maintain executive-ready dashboards and recurring performance readouts (weekly/monthly/quarterly), ensuring reporting is trusted, consistent, and decision-oriented
Establish and maintain a unified VoP taxonomy and driver framework (themes, sub-themes, severity, journey stage, channel), including QA standards, sampling processes, and ongoing validation to ensure signal integrity
Integrate and validate experience signals across sources (e.g., NPS/sentiment surveys, complaint and escalation workflows, contact drivers, digital engagement telemetry, communications performance), ensuring data consistency and a single source of truth for experience insights
Quantify top friction drivers using rate + impact analyses (cohort/segment/journey-stage breakdowns), and produce clear prioritization inputs that partner teams can act on within their roadmaps
Own closed-loop measurement and improvement tracking, including the operational reporting system that connects shipped changes to outcome movement and highlights what changed, what moved, and what did not
Lead experience attrition and retention analytics, identifying leading indicators, validating driver contributions, segmenting cohorts, and supporting the enterprise’s ability to predict and prevent churn
Support AI-driven patient sentiment initiatives by preparing labeled datasets, auditing model outputs, defining confidence thresholds, measuring classification accuracy, and operationalizing sentiment into actionable themes and driver reduction plans
Partner with IT, Product, Operations, Patient Experience, and Growth leaders to define instrumentation and data requirements for experience-critical touchpoints (portal/SMS/email flows, service recovery events, intake milestones), ensuring telemetry exists to measure adoption, friction, and outcomes
Produce ELT-ready experience narratives that connect patient experience signals to enterprise outcomes (retention, conversion, speed to service, delight, contact reduction), including clear recommendations, risks, and tradeoffs
Support M&A and partnership integrations by establishing experience measurement baselines, aligning KPI definitions and VoP taxonomy across acquired/partner populations, and delivering post-integration reporting that tracks friction drivers, adoption, and retention impact through the closed-loop improvement model
Drive continuous improvement of the analytics operating model, including documentation of data sources, metric lineage, refresh cycles, and stakeholder enablement on how to use experience reporting consistently

Requirements

What you’ll need

Bachelor’s degree in Business Analytics, Data Analytics, Statistics, Economics, Public Health, Health Informatics, Computer Science, or related field
4+ years of experience in BI/analytics, performance reporting, or insights roles with ownership of KPI frameworks, dashboards, and executive reporting
Demonstrated experience translating ambiguous business problems into measurable metrics, driver analyses, and decision-ready insights
Experience leading cross-functional analytics workstreams and partnering with Operations, Product/IT, and business leaders to define data needs and instrumentation
Preferred: Healthcare experience (pharmacy, payer, provider, patient engagement, clinical operations, contact center analytics)
Preferred: Experience with VoC/VoP analytics, survey analytics (NPS), complaints/escalations, and closed-loop improvement measurement
Preferred: Experience supporting AI/ML programs for text classification/sentiment, including QA validation, sampling, and model performance monitoring.

Benefits

Comp & perks

medical/dental/vision
flexible spending
company-paid life insurance and short-term disability
voluntary benefits
401(k)
Paid Time Off
paid holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

KPI frameworkdashboard developmentdata validationquantitative analysissentiment analysisexperience analyticsclosed-loop measurementdata instrumentationperformance reportingAI/ML programs

Soft Skills

cross-functional collaborationproblem-solvingcommunicationanalytical thinkingdecision-makingstakeholder engagementleadershipadaptabilitycritical thinkingproject management

Certifications

Bachelor’s degree in Business AnalyticsBachelor’s degree in Data AnalyticsBachelor’s degree in StatisticsBachelor’s degree in EconomicsBachelor’s degree in Public HealthBachelor’s degree in Health InformaticsBachelor’s degree in Computer Science