Sr. Advisor - Customer Insights and Strategy

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

Job Description Summary:

The Sr. Advisor, Customer Insights and Strategy plays an integral role in OhioHealth’s customer-centricity efforts. As our Senior Advisor Customer Insights & Strategy, you will define the roadmap for future-forward consumer learning, bridging business strategy with advanced insight methodologies. You’ll be a key architect of how OhioHealth listens, learns, and acts on consumer behavior in a rapidly evolving world.

This is not a traditional customer research role. We're seeking a change agent and visionary who thrives in ambiguity, challenges norms, and drives new ways of thinking that supports our customer-centric vision. You are a strategic leader who has a strong record of collaborating, leading, and influencing throughout an organization. This role requires a combination of leadership, strategy, influencing, and deep understanding of consumer research methodologies.

In this role, you will:
• Shape the Future of Insights: Help define and implement a strategic roadmap for insight capabilities aligned with business priorities. This includes working closely with IT to develop a platform to aggregate and harness insights from across the organization.
• Be a Strategic Partner: Work closely with senior stakeholders across marketing, strategy, customer experience, clinical enterprise, information technology, and analytics to turn insights into action.
• Drive Innovation: Lead the exploration and adoption of cutting-edge methodologies—AI applications, behavioral science, and predictive tools.
• Build and Elevate Talent: Equip our insights team with the tools, skills, and mindset to operate at the leading edge of consumer understanding.
• Deliver with Excellence: Manage rollout of new capabilities with rigor—from partner management to internal adoption and success tracking.

Responsibilities And Duties:

80%: Customer Insights Strategy and Leadership
Understand and be the expert on OhioHealth’s current landscape of customer data and insights for the organization.
Lead the work with the Customer Insights Governance Council to develop, plan, and execute OhioHealth’s annual customer insights roadmap to address evolving business challenges and opportunities.
Establish and nurture relationships with key data partners, directing the collection of relevant data elements from various internal and external sources for business planning and analysis. This includes working with OhioHealth’s Customer Experience team, Business Intelligence and Market Insights team, and the Data and Analytics team to mine and map data to develop customer insights and drive business strategies.
Anticipate and respond to emerging patient-centric healthcare trends and competitive analysis, positioning our organization for future success in collaboration with other OhioHealth leaders.
Continuously identify new internal and external data tools, sources, and vendors that are pertinent to ensuring OhioHealth remains at the forefront of the industry.
Lead communication to senior leadership on progress against the Customer Insights roadmap and key initiatives.
Collaborate with strategic marketing team members to create and implement data-driven plans that maximize target audience reach, engagement, and loyalty/retention while optimizing additional performance targets such as resource utilization, volume growth, and overall return on investment.
Work closely with the Marketing testing and optimization team to help transform insights into actionable patient experiences that are validated through testing and learning.
Understand gaps in resources and capabilities critical to evolving OhioHealth’s Customer Insights efforts.

20%: Customer Research Team Management
Lead and manage the Customer Research team. This includes developing annual goals, tracking team performance, and collaborating with leadership on the team’s growth and development.
Work with the team to develop regular reporting tools and forums that provide the organization with insights that support business goals and objectives.
Lead and prioritize the le