Director- Patient & Family Experience Full Time Days

BASIC PURPOSE OF THE JOB: The Director of Patient & Family Experience serves as a champion for children and families, ensuring every interaction across the healthcare journey is compassionate, respectful, and centered on the unique needs of pediatric patients and their caregivers. This leader is responsible for shaping and sustaining a culture where the voices of children and families are heard, valued, and embedded in care delivery. This role provides strategic and operational leadership for Patient Experience, Child Life Services, Family Advisory Councils, and Expressive Therapies. Through a combination of data-driven insights, proactive coaching, and meaningful family engagement, the Director drives measurable improvements in experience outcomes while supporting the emotional, developmental, and psychosocial well-being of patients and families. The Director partners closely with clinical and operational leaders to influence behaviors, develop targeted strategies, and ensure that family-centered care is not only a philosophy—but a lived experience in every setting. REPORTS TO: Chief Nursing and Experience Officer; VP Patient Care Services DIRECT REPORTS: Yes • Patient Experience Business Partner(s) / Coach(es) • Manager, Child Life Services • Coordinator/Lead, Family Advisory Councils • Expressive Therapies Program (e.g., Art, Music, Recreational Therapy) MINIMUM EDUCATION: Master’s Degree DEGREE PREFERRED: Healthcare Administration, Nursing, Social Work, Public Health, Business Administration, or related field preferred. LICENSE/CERTIFICATION REQUIRED: • Certified Patient Experience Professional (CPXP) required within one year of hire • Clinical licensure (e.g., RN, LCSW, CCLS, or related) preferred 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, culture transformation, 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 REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES: • Deep understanding of patient, family, and consumer experience best…