Sr.Dir,Patient Experience

Sr.Dir,Patient Experience | Boston Childrens Hospital

The Senior Director of Patient Experience is responsible for establishing and leading the organization's enterprise-wide patient and family experience strategy. This role serves as a strategic leader and change agent, partnering with executive leadership, clinical and operational teams, patients, families, and community stakeholders to advance a culture of exceptional service, compassion, engagement, and patient-centered care. The Senior Director oversees the development, implementation, and evaluation of programs, initiatives, and organizational standards that improve patient, family, and caregiver experiences across all care settings.

The role is accountable for driving measurable improvements in patient experience outcomes, fostering a culture of service excellence, and ensuring that the voice of the patient and family is integrated into organizational decision-making. Reporting to the Chief Nursing Officer, SVP Patient Care Operations, the Senior Director provides enterprise leadership and collaborates across departments, service lines, and affiliate organizations to ensure a consistent and exceptional experience for patients and families.

Duties Notice

The statements below describe the essential duties of the person or persons assigned to this job. They are not intended as an exhaustive list of all job duties and responsibilities. In the event of a public health emergency, you may be asked to assume additional duties in other areas of the organization if needed.

Develop and execute comprehensive, hospital-wide patient experience strategy, aligned with organizational mission, values, and quality goals. Build outpatient/staff experience, and volunteer services programs from the ground up. Serve as the organization's subject matter expert for patient- and family-centered care practices across departments. Lead the development of long-term goals, performance measures, and initiatives designed to improve patient experience outcomes. Provide direct leadership, supervision, and professional development for patient experience–related staff and programs, fostering accountability, collaboration, and continuous improvement.

Direct the design, implement, and evaluation of patient experience initiatives across inpatient, outpatient, and community-based programs. Ensure alignment of patient experience efforts across clinical, operational, and support departments.

Oversee patient experience measurement frameworks including surveys (e.g., HCAHPS or pediatric equivalents), real-time feedback tools, and qualitative insights. Lead performance improvement teams and collaborate with quality, safety, and clinical leaders to ensure action planning and follow-through.

Build and lead a high-performing patient experience team focused on innovation, collaboration, and continuous improvement. Promote organizational accountability for service excellence through education, coaching, and leadership development.

Serve as a strategic partner to departments such as Quality, Safety, Nursing, Social Work, Child Life, Spiritual Care and Diversity, Equity & Inclusion to integrate experience-enhancing best practices. Stay current on emerging trends, benchmarks, and evidence-based practices to advance the patient experience program. Represent the organization externally through professional associations, community partnerships, and industry forums.

Develop and manage departmental budgets, resources, and operational plans. Ensure effective stewardship of organizational resources while achieving strategic objectives. Evaluate and implement technologies, tools, and programs that support patient experience goals.