Director-Patient Experience

This role requires a proven operational leader who has personally driven system-wide patient experience improvement and frontline behavior change in a complex, multi-site environment. The ideal candidate balances strategic, data-driven thinking with the ability to execute, influence clinicians, and sustain results across diverse cultures and teams.

Based on‑site at Eau Claire, WI or Mankato, MN (with enterprise collaboration across other MCHS sites), the Director of Patient Experience leads program execution for community and rural medicine settings across 16 hospitals and 40 clinics. This position provides strategic vision for advancing patient‑experience innovation, including leveraging digital tools and technology adoption to enhance engagement, streamline processes, and improve outcomes across multiple service lines. The Director champions modernization initiatives that integrate digital platforms into patient‑experience strategies while maintaining a relationship‑centered culture.

The Patient Experience Director shares responsibility for developing vision, strategy and capabilities to deliver outstanding patient experiences across systems and service lines in a matrix work environment. This includes improving experience and outcomes of the Patient Experience program, enhancing the relationship-centered culture, driving change management and assuming high level oversight for the Patient Experience infrastructure. Assumes oversight of multiple work units, management of resources as it pertains to executing the Patient Experience operational plan within assigned functional areas: service consultation and improvement; service recovery and complaint management; recognition and reward ; service values and behaviors; accountability; metrics and measurement; monitoring and control; and education and training. The Director of Patient Experience is also responsible for overall direction and engagement of Patient Experience Managers and ensures mobilization of staff at multiple organizational levels to implement and continuously improve experiences of patients and families at Mayo Clinic. The director serves as a co-chair for the site Patient Experience Subcommittee, and as a member of the Enterprise Patient Experience Subcommittee. Champion or lead large scale service educational and improvement activities, experience design, research and/or other projects as assigned. For Provider Relations and international program, develops products and services and provides Patient Experience consultation expertise to clients.

 Operational Change Leader: Proven experience leading and sustaining frontline patient experience transformation, with clear accountability for execution—not just strategy, analytics, or advisory work.

System‑Wide Influencer in Complex Environments: Demonstrated success driving change across a highly matrixed health system with multiple sites, cultures, and micro‑cultures, influencing without direct authority.

Behavior Change & Reliability Focus: Track record of leading system‑level behavior change (e.g., communication standards, service behaviors, care delivery workflows) that results in measurable improvement in HCAHPS/CAHPS and patient experience outcomes.

Strategic and Executional Balance: Strong data‑driven and strategic mindset, paired with the ability to translate insights into practical operational workflows that clinicians and teams adopt and sustain.

Clinical & Operational Credibility: Able to effectively partner with and influence physician, nursing, and operational leaders, coaching teams through change while setting clear expectations and accountability.

Results Ownership: Demonstrated ownership of outcomes, with experience driving standardization, monitoring adoption, and ensuring consistent performance across sites over time.

** Travel  required between campuses

**This vacancy is not eligible for sponsorship / we will not sponsor or transfer visas for this position.

During the selection process, you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question - Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps.

Master’s Degree in health-related (i.e., Nursing, clinical or behavioral/social sciences), Quality or Business field, and at least 5 years of progressive experience in leadership/management, Program development and Operations (planning, strategy, visioning)) and 5 years of progressive responsible experience in healthcare and/or Patient