Executive Director, Consumer Insights & Performance Improvement

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 :

Additional Requirements :

Preferred Qualifications :