Senior Director, Patient Experience Center of Excellence

Join Sodexo Healthcare's Patient Experience Center of Excellence as a Senior Director. We are hiring four executive leaders to lead Experience Intelligence, Standards & Governance, Experience Activation, and Hospitality Excellence.

Provides strategic leadership for patient experience intelligence, standards, governance, hospitality excellence, and program activation. Creates scalable frameworks, insights, and tools that improve performance and support exceptional care.

About the job

The Sr. Director, Patient Experience Center serves as an enterprise leader responsible for deploying, advancing, and scaling the capabilities, standards, insights, tools, and practices that support consistent and exceptional patient, resident, client, and caregiver experiences across Sodexo Healthcare. This role leads the integrated Patient Experience Center of Excellence, bringing together experience intelligence, standards and governance, program activation, and hospitality excellence to enable performance improvement, operational consistency, and sustainable experience transformation. Working closely with leaders, healthcare operations, account leadership, Patient Experience leaders, and cross-functional business partners, this position deploys the experience methodologies, frameworks, resources, and governance practices needed to help operational teams understand experience performance, implement leading practices, strengthen service culture, and continuously improve the human experience across the healthcare portfolio.

The Sr. Dir, Patient Experience Center serves as a senior capability leader and strategic partner, ensuring the organization has reliable experience insights, clear standards, scalable implementation approaches, and practical tools that enable teams to deliver consistent, human-centered experiences. This role influences patient experience outcomes, client retention, operational effectiveness, and enterprise growth while supporting field and operational leaders who remain accountable for direct execution and business performance

Provides strategic vision and direction, leading organization or its business function. Oversees area of responsibility, directing the responsibilities of employees. Holds management accountability for a business, division, major geography, corporate function or major corporate sub-function. Develops, establishes and approves long-term vision and strategy for the area managed. Goal achievement is typically accomplished through performance of direct and / or indirect reports. The scope of responsibility includes the entire organization and / or selected line of business / business entity.

Pay Range: $187425 per year - $242550 per year

Incentive Eligibility: Eligible to participate in Sodexo's incentive plan and earn variable compensation in addition to base salary

What’s in it for you

• Lead the enterprise Patient Experience Center of Excellence capability across experience intelligence, standards and governance, activation, and hospitality excellence

• Translate patient, resident, client, and operational feedback into actionable intelligence that helps leaders identify trends, understand root cause, prioritize opportunities,

• Develop and oversee enterprise approaches for experience measurement, Voice of Customer programs, survey strategy, benchmarking, analytics, dashboards, and reporting.

• Transform patient, resident, client, and operational feedback into actionable insights that enable leaders to identify trends, understand root causes, prioritize opportunities, and make informed decisions.

• Develop activation frameworks, implementation toolkits, readiness assessments, onboarding resources, training materials, adoption strategies, and change management support models.

What you’ll bring

• Demonstrated experience developing and scaling enterprise frameworks, standards, governance practices, playbooks, implementation tools, analytics resources, and service culture programs across a complex, matrixed organization

• Experience leading cross-functional initiatives that require collaboration with operations, account management, client-facing teams, human resources, training, analytics, communications, and senior leadership

• Experience leading enterprise-level patient experience, customer experience, service excellence, hospitality excellence, operational excellence, transformation, governance, or performance improvement programs.

• Experience managing direct and indirect teams in an enterprise or matrixed environment

Requirements

• Education Requirement: Bachelor’s degree or equivalent experience

• Management Experience: 10 years

• Related Experience: 10 years

What we offer

Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:

• Medical, Dental, Vision Care and Wellness Programs

• 401(k) Plan with Matching Contributions

• Paid Time Off and Company Holidays

• Career Growth Opportunities and Tuition Reimbursement

More extensive information is provided to new employees upon hire.

Who we are

At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide.

Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form. (https://app.smartsheet.com/b/form/dbdf3c39f65e4cd49eda84cc599389ab)