REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES: • Deep understanding of patient, family, and consumer experience best practices, including family-centered care principles and child development across the continuum of care• Strong leadership and executive presence with the ability to inspire, mentor, influence, and develop high-performing, compassionate teams while driving organizational culture and behavior change• Advanced ability to analyze and interpret complex patient and/or customer experience data, identify trends, benchmark performance, and translate insights into meaningful, measurable improvements• Expertise in performance improvement methodologies (e.g., Lean, Six Sigma, PDSA cycles), service recovery, conflict resolution, and escalation management• Demonstrated ability to foster a culture of accountability, responsiveness, empathy, and continuous experience improvement across multidisciplinary teams• Excellent communication and storytelling skills, with the ability to elevate the patient and family voice through data, feedback, and lived experiences• High emotional intelligence and the ability to balance operational priorities with empathy, relationship-building, and professionalism in sensitive, high-impact situations• Knowledge of patient/customer feedback platforms, experience measurement tools, benchmarking methodologies, and regulatory requirements related to patient rights, grievances, and experience. MINIMUM WORK EXPERIENCE: • Minimum of 5–7 years of progressive leadership experience in healthcare, patient experience, customer experience, service excellence, consumer experience, or a related field influencing patient and/or customer experience outcomes• Strong preference for experience leading patient experience strategy, culturetransformation, service excellence, and performance improvement initiatives within a healthcare environment• Demonstrated success leading culture transformation, accountability, and change management initiatives that improve patient and family experience outcomes across multidisciplinary teams• Experience translating patient and customer feedback and experience data into operational and cultural improvements• Proven experience in data mining, interpretation, benchmarking, and trending of patient and/or customer experience metrics• Experience overseeing or partnering with Child Life, family-centered care programs, expressive therapies, or related patient support services strongly preferred• Pediatric healthcare experience or experience working with children and families strongly preferred.