<p>Discover. Achieve. Succeed. #BeHere</p> <p>Location: US:WI:MENOMONEE FALLS at our WOODLAND PRIME 400 facility.</p> <p>This job is HYBRID.</p> <p>FTE: 1.000000</p> <p>Standard Hours: 40.00</p> <p>Shift: Shift 1</p> <p>Job Summary:</p> <p>The Executive Director, Experience Management plays a pivotal role in cultivating a culture of customer centricity and human connection across the Froedtert ThedaCare health system. This executive leads the strategic development, implementation, and continuous improvement of an integrated Experience Management System that elevates experiences for patients, families, team members, providers, and communities.</p> <p>As the system steward for Voice of the Customer (VoC) and Experience Insights, the Executive Director ensures decisions and innovations are informed by deep understanding of customer needs, expectations, and perceptions. The role directs experience design, engagement insights, andsupporting initiatives that advance Froedtert ThedaCare' s mission to radically transform health care and its guiding principles of integrity and respect, exceptional quality, meaningful partnerships, value creation, and disciplined execution.</p> <p>Key Responsibilities</p> <p>Enterprise Leadership & Strategy</p> <ul> <li>Serve as the executive architect of the Froedtert ThedaCare Experience Framework, ensuring experience management is embedded across all operations, clinical services, and digital touchpoints. </li><li>Partner with executive leadership to define the Experience Vision and multi-year roadmap, aligning with organizational strategy and loyalty metrics. </li><li>Translate enterprise priorities into actionable initiatives that strengthen loyalty, engagement, and trust among patients, providers, and staff. </li><li>Lead cross-functional collaboration to position human experience as a differentiating brand promise and a measurable performance domain. </li></ul> <p>Voice of the Customer & Experience Insights</p> <ul> <li>Lead the design and evolution of an enterprise-wide Voice-of-Customer Insights platform and listening ecosystem inclusive of people, processes and technology (Press Ganey HX, Market Navigator, etc.). </li><li>Oversee collection, analysis, and activation of experience data to inform operational, cultural, and strategic improvements. </li><li>Partner with analytics and operational teams to correlate experience, engagement, and quality outcomes, identifying key drivers of satisfaction and loyalty. </li><li>Ensure transparent feedback loops and enterprise reporting mechanisms that make experience performance visible and actionable. </li></ul> <p>Experience Strategy & Design</p> <ul> <li>Develop and steward consumer personas and experience journey maps that illuminate key pain points and opportunities across the continuum of care. </li><li>Champion human-centered design principles and innovation methodologies to reimagine experiences across digital, physical, and relational touchpoints. </li><li>Facilitate ideation workshops and design sprints with clinical and administrative leaders to drive transformation in care delivery and service interactions. </li><li>Lead the development and integration of a Service Recovery Program to drive consistency and learning. </li></ul> <p>Engagement & Culture of Experience</p> <ul> <li>Partner with HR, Clinical Operations, and Communications to align staff and provider engagement with experience goals. </li><li>Create programs that celebrate, recognize, and reinforce behaviors reflecting Froedtert ThedaCare's Experience Standards. </li><li>Embed experience leadership competencies across leadership development programs and onboarding processes. </li><li>Serve as an advisor and coach to system and regional leaders on experience practices, culture shaping, and communication strategies. </li></ul> <p>Operations, Governance & Fiscal Management</p> <ul> <li>Lead a multidisciplinary Experience Management team including specialists in insights, design, operations, analytics and engagement. </li><li>Oversee vendor partnerships, contracts, and platforms supporting enterprise experience measurement and design. </li><li>Manage budgets responsibly and align resource allocation with strategic priorities. </li><li>Maintain governance structures that ensure accountability, consistency, and sustainability of experience initiatives across all business units. </li></ul> <p>Qualifications</p> <p>Education</p> <ul> <li>Master's degree in behavioral or social science, applied economics, quality, business or health care administration preferred. </li><li>Alternatively, 5+ years of applicable experience and a Bachelor's degree in Business Administration, Behavioral Economics, Applied Mathematics, Psychology, or related field required.. </li><li>Health care experience preferred but not required. </li></ul> <p>Experience</p> <ul> <li>Minimum 10 years of progressive leadership experience in experience management, customer insights, or service excellence in a complex organization. </li><li>Demonstrated success in designing and executing large-scale customer experience strategies and driving cross-functional transformation. </li><li>Proven ability to translate data and insights into strategy, programs, and measurable outcomes. </li></ul> <p>Perks & Benefits at Froedtert Health</p> <p>Froedtert ThedaCare offers a variety of perks & benefits to staff, depending on your role you may be eligible for the following:</p> <ul> <li>Paid time off </li><li>Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities </li><li>Academic Partnership with the Medical College of Wisconsin </li><li>Referral bonuses </li><li>Retirement plan - 403b </li><li>Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics </li><li>Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available </li></ul> <p>Froedtert ThedaCare is an integrated health care system serving nearly half of Wisconsin's population. Our 28,000+ team members, physicians and clinicians are transforming communities through prediction, prevention and partnerships with excellence in primary and specialty care in 19 hospitals and more than 360 outpatient locations. Through the enhanced partnership with the Medical College of Wisconsin, Froedtert ThedaCare possesses the academic foundation to discover tomorrow's breakthroughs. The system is uniquely positioned to be the trusted partner in advancing the health of our communities. The system is comprised of two regions, the North Region and the South Region, and two health care-delivery networks, Froedtert & the Medical College of Wisconsin health network and ThedaCare, the local names our patients know best and have trusted for generations. From northern Shawano to southern Kenosha, our hospital presence spans nearly 200 miles.</p> <p>We are proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages and retains a diverse workforce. We welcome protected veterans to share their priority consideration status with us at 262-439-1961. We maintain a drug-free workplace and perform pre-employment substance abuse testing. During your application and interview process, if you have a need that requires an accommodation, please contact us at 262-439-1961. We will attempt to fulfill all reasonable accommodation requests.</p>