Sr Patient Experience Analyst

Sr Patient Experience Analyst

Under the supervision of the Manager of Patient & Family Engagement (PFE), this role transforms patient and family experience data — surveys, feedback, comments, program outcomes — into clear stories, insights, and recommendations that inform decisions and drive improvement across Phoenix Children’s. This is a data storyteller and analyst role facilitating improvement across patient and family experiences.

Position Details:

• Department: PCH-MAIN | Div-Family Centered Care
• Location:
  
  Phoenix
• Shift: Mon–Fri, Days, 8am‑5pm
• Category:
  Professional/Clerical/Admin
• Posting #: 1031146
• Employee Type:
  Full-Time
• Posting
  
  Note:
  
  Fully on‑site position. 1919 E Thomas Road

• Analyze patient and family experience data including surveys, comments, complaints, grievances, and operational metrics.
• Monitor trends, benchmarks, KPIs, and variation over time using statistical and performance improvement methods.
• Validate data, maintain reporting logic, and support consistent metric definitions and data governance documentation.
• Develop and maintain dashboards, scorecards, and recurring reports for executive, operational, and clinical leaders.
• Initiate ad hoc analysis based on trends, anomalies and knowledge of organization priorities.

• Meet with and present patient experience insights to clinical, operational, and administrative leaders.
• Translate complex data into simple stories, facts, figures, visuals, and recommendations for non‑technical audiences.
• Partner with PFE leadership to create executive‑ready reports, presentations, talking points, and summaries.
• Connect patient and family voice, experience metrics, and improvement priorities to Phoenix Children’s vision.

• Partner with cross‑functional groups to identify improvement opportunities and evaluate the impact of patient experience interventions.
• Collaborate with quality, patient safety, engagement, finance and other enterprise teams to identify correlations between patient experience and other clinical and operational metrics.
• Respond to business and operational questions with data‑driven insights.

• Collaborate with Impact Coordinator on grant, donor‑funded, and impact‑reporting needs.
• Provide guidance to leaders and teams on interpreting patient experience dashboards and reports.
• Work with internal teams to improve data accuracy, report access, dashboard usability, and reporting processes.
• Serve as liaison to vendor platforms that provide patient satisfaction data and reporting.

• Perform miscellaneous job‑related duties as requested.

• Bachelor's degree in Data Science, Data Analytics, Statistics, Public Health or related field.

• Three (3) or more years of experience in healthcare analytics, business intelligence, patient experience, quality improvement, or operational analysis.
• Experience developing dashboards, scorecards, executive summaries, or presentations for senior leaders.
• Experience with data visualization or business intelligence tools such as Power BI, Tableau & Excel.
• Experience with SQL or statistical analysis tools.
• Preferred:
  Experience with patient experience survey platforms such as NRC Health, Press Ganey, or Qualtrics.
• Preferred:
  Pediatric healthcare experience.

• Ability to define problems, collect data, identify trends, and draw valid conclusions.
• Ability to translate complex information into simple stories, facts, figures, visuals, and recommendations.
• Strong presentation skills with ability to communicate effectively with enterprise leaders and diverse audiences.
• Strong written communication skills and ability to prepare concise executive‑ready reports.
• Knowledge of patient and family‑centered care, patient experience, and healthcare operations.
• Preferred:
  Lean Six Sigma Process Improvement Certification.
• Preferred:
  Project Management Professional.

• Physical:
  Climbing—Occasionally.
• Fine Motor Skills (pinching, gripping, etc.)—Occasionally.
• Hearing—Constantly.
• Reaching—Occasionally.
• Sitting—Frequently.
• Standing—Frequently.
• Stooping/crouching/kneeling/crawling—Occasionally.
• Talking—Constantly.
• Walking—Occasionally.
• Near Vision—Constantly.
• Far Vision—Occasionally.
• Color Discrimination—Constantly.
• Use of keyboard, mouse and/or computer equipment—Constantly.
• Lift up to 35 pounds without assistance—Occasionally.
• Occupational Exposure/Risk Potential—Inside office environment—Applicable.
• Occupational Exposure/Risk Potential—Extreme noise levels—Applicable.