Director Experience Management

Sunrise Senior Living; McLean (VA); Hybrid; USD 113,000 - 174,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Life, and Dis

Retirement Savings Plans

Paid time off (PTO), sick time, and.h

Tuition Reimbursement

MyFlexPay offered to get paid within a

Job summary

Sunrise Senior Living seeks an Experience Management Director to lead the enterprise XM program, leveraging feedback to improve engagement, satisfaction, retention, and business outcomes. You will own the VoC platform, transform data into actionable insights, and drive standardized processes across communities and corporate functions.

You will partner with HR, Operations, Marketing, Communications, and senior leadership to translate insights into improving the employee value proposition,

Qualifications

• 6+ years of progressive experience in experience management, engagement, loyalty, or related analytics.
• Proven ability to translate feedback and metrics into actionable recommendations for leaders.
• Experience influencing senior leaders and cross-functional partners without direct authority.
• Leadership experience including hiring, coaching, and developing teams.

Responsibilities

• Lead enterprise Experience Management (XM) program across communities, regions, and corporate functions.
• Own and optimize XM/VoC platform design, analytics, dashboards, and reporting.
• Transform feedback into insights and drive process improvements and standards.
• Build role-based dashboards and self-service reporting for timely leadership visibility.

Skills

Experience management

Employee engagement

Customer experience

Voice of Customer

Executive storytelling

Project management

Cross-functional leadership

Change management

Education

Bachelor's degree in Business OR Marketing OR HR OR Hospitality OR Communications

Tools

Qualtrics

Job description

Director Experience Management page is loaded## Director Experience Managementremote type: Remotelocations: McLean, VA - Community Support Officetime type: Full timeposted on: Posted Todayjob requisition id: JR126428# **Why Join Sunrise Senior Living****At Sunrise Senior Living, we believe meaningful work starts with purpose. Our team members are passionate about making a positive difference in the lives of residents every day.**## What You'll Do* Lead Sunrise's enterprise Experience Management (XM) program, using team member and customer feedback to improve engagement, satisfaction, retention, and measurable business performance.* Own and optimize the XM/Voice of Customer platform - such as Qualtrics - including survey design, logic, distribution, dashboard configuration, reporting, vendor management, and budget oversight.* Transform quantitative and qualitative feedback into clear, actionable insights, identifying experience trends, pain points, and opportunities across communities, regions, and corporate functions.* Build and maintain role-based dashboards, scorecards, and self-service reporting that give leaders timely visibility into engagement, satisfaction, loyalty, and retention metrics.* Partner with Human Resources, Operations, Marketing, Communications, and senior leadership to translate insights into consistent operating standards, process improvements, and experience-focused initiatives.* Champion team member and customer journey-mapping efforts, testing and implementing solutions that strengthen the employee value proposition, customer experience, brand consistency, acquisition, and retention.* Lead, coach, and develop the Experience Management team and external resources, setting priorities and ensuring high-quality, timely survey administration, analysis, reporting, and follow-through.## What We're Looking For* Bachelor's degree in Business, Marketing, Human Resources, Hospitality, Communications, or a related discipline; experience in healthcare, senior living, hospitality, or real estate is preferred.* 6+ years of progressive experience in experience management, employee engagement, customer experience, loyalty, Voice of Customer, or related analytics functions.* Hands-on expertise administering Qualtrics or a comparable XM/VoC platform, including survey creation, survey logic, deployment, dashboard configuration, analytics, and reporting.* Proven ability to convert complex feedback, experience data, and operational metrics into compelling visualizations, executive-ready storytelling, and recommendations that drive action.* Experience influencing senior leaders and cross-functional partners without direct authority, building alignment across HR, Operations, Marketing, Communications, and other business functions.* Demonstrated people-leadership experience, including hiring, performance management, coaching, delegation, and development of high-performing internal teams and third-party partners.* Strong project management, critical-thinking, communication, and change-management skills, with the ability to manage multiple priorities and use AI-enabled tools to synthesize feedback and accelerate insights.Experience Management Director | Employee Experience | Customer Experience | Resident Experience | Customer Insights | Employee Engagement | Analytics | Voice of Customer | Voice of Employee | Surveys# **Pay Range:**113,100.00 - 174,000.00As part of our team, you will help brighten the future for everyone at Sunrise and beyond. That is why we make it a priority to celebrate the unique ways you bring moments of togetherness and joy to everyone you serve. And when combined with the support, benefits, and growth opportunities we offer, the result is a career that PositivelyShines with everything you need to reach your goals - at work and in your life.We also offer benefits and other compensation that include:* Medical, Dental, Vision, Life, and Disability Plans* Retirement Savings Plans* Employee Assistant Program / Discount Program* Paid time off (PTO), sick time, and holiday pay* myFlexPay offered to get paid within hours of a shift* Tuition Reimbursement* In addition to base compensation, Sunrise may offer discretionary and/or non-discretionary bonuses. The eligibility to receive such a bonus will depend on the employee's position, plan/program offered by Sunrise at the time, and required performance pursuant to the plan/program.* Some benefits have eligibility requirements# ***Apply today to learn why Sunrise Senior Living is a certified Great Place to Work(R)***## **Equal Opportunity Employer**Sunrise Senior Living is an equal opportunity employer and is committed to diversity and inclusion in the workplace.### Where Purpose Meets OpportunityExplore opportunities at Sunrise and take the first step toward a fulfilling career where your work makes a meaningful difference.### Tell Us About YouIntroduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.