Director, Enterprise Consumer Insights & Strategy

Mercy; United States; On-site; USD 140,000 - 240,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

PTO

Tuition support

Retirement match

Job summary

Mercy is seeking a leader to build and drive an enterprise-wide Consumer Intelligence and Voice of Consumer strategy. The role integrates patient feedback, digital behavior, online reviews, social listening, and community sentiment to inform strategy and improve patient experience.

The candidate will lead consumer research, brand tracking, segmentation and market opportunity assessments, partnering with Marketing, Digital and Operations to elevate journeys and service design.

Qualifications

• Bachelor’s degree required; MBA preferred.
• 10 years in consumer insights, market research, customer experience or strategy.
• Proven experience leading an enterprise research or insights function and influencing executive leaders.
• Healthcare experience preferred.
• Experience with AI-enabled insights platforms preferred.

Responsibilities

• Build and lead an enterprise-wide consumer intelligence strategy.
• Integrate insights from patient feedback, digital behavior, online reviews, social listening, contact centers, community sentiment, and advisory panels.
• Lead consumer research, brand tracking, segmentation, competitive intelligence and market opportunity assessments.
• Identify emerging consumer trends, unmet needs and growth opportunities. Partner across Marketing, Digital and Operations to improve consumer journeys, service design and patient experience.
• Translate research and data into compelling recommendations for senior and executive leadership.
• Establish regular consumer intelligence reporting and future-focused trend forecasting. Lead the Consumer Intelligence team, research partners, departmental strategy, KPIs and budget.

Skills

Consumer insights

Market research

Customer experience

Strategy development

Executive influence

AI-enabled insights

Education

Bachelor’s degree in Business/Marketing/Finance/Accounting/Statistics

MBA preferred

Tools

AI-enabled insights platforms

Job description

Mercy is seeking a leader to build and drive an enterprise-wide Consumer Intelligence and Voice of Consumer strategy. The role integrates patient feedback, digital behavior, online reviews, social listening, and community sentiment to inform strategy and improve patient experience.

The candidate will lead consumer research, brand tracking, segmentation and market opportunity assessments, partnering with Marketing, Digital and Operations to elevate journeys and service design.