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Executive Director, Consumer Insights & Performance Improvement
Executive Director, Consumer Insights & Performance ImprovementKaiser Permanente • Oakland, CA, US
Executive Director, Consumer Insights & Performance Improvement

Executive Director, Consumer Insights & Performance Improvement

Kaiser Permanente • Oakland, CA, US
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Executive Director, Consumer Insights & Performance Improvement

The Executive Director (ED) of CX Insights & Performance Improvement is responsible for establishing the vision for enterprise-wide performance excellence for Kaiser Permanente-s (KP) Enterprise Consumer Experience (ECX) organization and building a culture of continuous improvement and innovation across the organization. They will lead development and implementation of data analytics, performance measurement, and process improvement strategies to optimize consumer experiences across markets and consumer journeys. This leader will regularly report on key consumer experience performance metrics, process improvement outcomes, and actionable insights to senior leadership, executive forums, and the board. They will partner closely with leaders in analytics, operations, technology, and other ECX teams to deliver experience improvement programs. This role will report to the VP, CX Strategy & Insights and oversee the data scientists, data analysts, performance management, and process improvement teams.

Essential Responsibilities :

  • Strategy & Standards Development
  • Leads the development and execution of ECX data analytics and performance improvement strategies
  • Establishes standards for data, analytics, measurement, and process optimization
  • Creates long-term forecasts and risk assessments to drive proactive improvements in ECX and operational performance
  • Solution Implementation
  • Oversees the design, implementation, and management of advanced analytical models, voice of customer (VOC) programs, data architecture, data infrastructure, and data visualization
  • Prioritizes process improvement initiatives that solve for service gaps and reduce member friction points; builds performance improvement roadmaps
  • Leads rapid solutioning for both journey and non-journey ECX challenges
  • Performance Measurement & Operational Readiness
  • Directs identification, measurement, and transparent reporting of critical ECX performance metrics such as member satisfaction and complaint / grievance reduction through real-time patient feedback and surveys
  • Assesses operational readiness across markets for enterprise-wide performance improvement initiatives
  • Collaboration & Stakeholder Engagement
  • Communicates complex insights, trends, and performance results to senior leadership, the board, and executive forums
  • Provides recommendations and formal presentations on ECX performance metrics and process improvement opportunities / outcomes to drive stakeholder buy-in
  • Maintains strong cross-functional relationships with key internal partners to ensure cohesive execution of strategic performance improvements
  • Resource Management & Compliance
  • Provides leadership to analytics and performance management teams
  • Manages resources and budgets for analytics, performance management, and process improvement programs
  • Manages data analytics and performance improvement staffing decisions

Basic Qualifications :

  • Experience : Minimum eight (8) years of supervisory experience with direct reports
  • Experience : Minimum ten (10) years of experience in data analytics and / or process optimization within consumer experience, or directly related experience in program design, implementation, and / or strategic execution at a large-scale health plan and / or care delivery system or consumer-focused organization
  • Education : Bachelor-s degree in Health Administration, Business Administration, Data Science, Operations Management, or related discipline
  • License, Certification, Registration : N / A

    • Additional Requirements :

  • High business acumen, with a focus on outcomes, accountability, and performance metrics
  • Experience within large health care delivery organizations including integrated care delivery systems
  • Excellent interpersonal, leadership, and communication skills, with a track record of cross-functional influence and team development
  • Background in managing PMO structures in complex, matrixed environments
  • Ability to work effectively in matrixed environments, managing competing priorities and diverse stakeholder groups
  • Expertise in strategic communications and executive-level reporting
  • Demonstrated ability in integrating numerous complex projects, integrating multiple strategic and operational models, assessing outcomes / gaps, and managing resources to meet project timelines
  • Proven ability to balance execution of the strategic vision through leadership and delegation, with a willingness and competence to dive into the details as required
  • Deep understanding of organizational development, project management methodologies (PMP, Agile, Lean), and healthcare transformation
  • Demonstrated digital fluency and data-driven decision-making through experience in technology change management, analytics, or data visualization
  • Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner
  • Comprehensive understanding of KP-s mission, organizational structure, strategy, distinctive features, and value proposition

    • Preferred Qualifications :

  • Minimum five (5) years of experience in developing and implementing advanced analytical models and data-driven strategies to enhance consumer experience
  • Master-s degree highly preferred
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