Executive Director – Center for Patient Experience and Staff Engagement

Essential Skills and Competencies

• Strong command of patient experience design and deployment in hospital and outpatient settings.
• Demonstrated ability to use data and patient feedback to drive service excellence and patient engagement improvements.
• Proficiency in developing performance monitoring tools and KPIs for patient experience outcomes.
• Sound understanding of regulatory and accreditation requirements related to patient care and service quality.
• Experience with digital tools, mobile apps, and technologies to enhance patient and family engagement.

Leadership and Management Competencies

• Visionary leader capable of driving a culture of compassion, empathy, and respect across all levels of the organization.
• Skilled in leading large, multidisciplinary teams and managing complex projects across decentralized facilities.
• Excellent change management capabilities with a proven ability to influence clinical and non-clinical stakeholders.
• Demonstrated ability to integrate patient experience strategies into organizational goals and clinical quality frameworks.

Experience

• Minimum of 15 years of progressive experience in healthcare, including at least 5 years in a senior leadership role overseeing patient experience, person-centered care, or service excellence in a large, complex, and preferably decentralized healthcare organization.
• Demonstrated experience in implementing international patient experience frameworks (e.g., Planetree, Press Ganey, IHI, Beryl Institute).
• Exposure to person-centered care methodologies including shared decision-making, empathy-based communication, and care co-design with patients and families.
• Experience in multicultural healthcare settings; GCC or international healthcare systems experience is an asset.

Education

• Master’s degree in healthcare administration, business, quality, or a related field (PhD or equivalent qualifications in a relevant discipline is desirable).