Manager of Consumer Insights and Experience

Ascension; St. Louis (MO); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health coverage

403(b) retirement plan

Paid time off

Job summary

Ascension is seeking a senior CX leader to oversee consumer experience research, listening programs, and cross-functional data integration. You will guide analyses of journeys and sentiment across patients, consumers, and caregivers, and mentor a team of insights analysts to ensure rigorous modeling, visualization, and reporting.

The role partners with clinical and operational teams to translate insights into actionable patient care improvements, leveraging AI tools for executive-level reporting

Qualifications

• Bachelor's or Associate degree with relevant cumulative experience (3+ years leadership preferred).
• Experience leading customer/consumer insights research or measurement programs.

Responsibilities

• Oversee day-to-day consumer experience research and continuous listening programs.
• Drive driver, journey, and sentiment analyses across patients, consumers, and caregivers.
• Lead insights analysts to ensure rigor in data modeling, visualization, and reporting.
• Partner with clinical and operational teams to translate insights into improvements.
• Leverage AI and analytics tools to deliver executive-level reporting.

Skills

CX Research

Leadership

Analytics

Cross-functional collaboration

Education

Bachelor's or Associate degree

Tools

Data visualization

Reporting

Job description

Responsibilities

• CX Research & Program Management: Oversee day-to-day consumer experience research, continuous listening programs, and cross-functional data integration.
• Advanced Analytics & Journey Mapping: Conduct driver, journey, and text analyses to pinpoint friction points and sentiment drivers across patients, consumers, and caregivers.
• Team Leadership & Development: Manage and mentor insights analysts to ensure technical rigor and strengthen capabilities in data modeling, visualization, and reporting.
• Cross-Functional Strategy: Partner with clinical and operational teams to convert consumer insights into actionable improvements in patient care and processes.
• Modern Tooling & Executive Activation: Leverage AI and advanced analytics tools to deliver executive-level reporting and accelerate operational performance initiatives.

Your future role at a glance

• Location: Remote
• Department: Consumer Experience
• Schedule: Day shift l Full-time
• Eligible for an annual bonus incentive

How you’ll make an impact in this role

• CX Research & Program Management: Oversee day-to-day consumer experience research, continuous listening programs, and cross-functional data integration.
• Advanced Analytics & Journey M a r king: Conduct driver, journey, and text analyses to pinpoint friction points and sentiment drivers across patients, consumers, and caregivers.
• Team Leadership & Development: Manage and mentor insights analysts to ensure technical rigor and strengthen capabilities in data modeling, visualization, and reporting.
• Cross-Functional Strategy: Partner with clinical and operational teams to convert consumer insights into actionable improvements in patient care and processes.
• Modern Tooling & Executive Activation: Leverage AI and advanced analytics tools to deliver executive-level reporting and accelerate operational performance initiatives.

What Minimum Requirements You’ll Need

Licensure / Certification / Registration

• Required Credential(s):
  • None Required.

Education

• High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required. 3 years of leadership or management experience preferred.

Additional Preferences

• 5+ years of combined experience in Agency and Client research
• 3+ years of leadership experience
• Experience leading Customer / Consumer insights research or measurement programs

Benefits that help you thrive

• Comprehensive health coverage: medical, dental, vision, prescription coverage and HSA/FSA options
• Financial security & retirement: employer-matched 403(b), planning and hardship resources, disability and life insurance
• Time to recharge: pro-rated paid time off (PTO) and holidays
• Career growth: Ascension-paid tuition (Vocare), reimbursement, ongoing professional development and online learning
• Emotional well-being: Employee Assistance Program, counseling and peer support, spiritual care and stress management resources
• Family support: parental leave, adoption assistance and family benefits
• Other benefits: optional legal and pet insurance, transportation savings and more

Life at Ascension: Where purpose meets opportunity

Ascension is a leading nonprofit Catholic health system with a culture and associate experience grounded in service, growth, care and connection. We empower our 99,000+ associates to bring their skills and expertise every day to reimagining healthcare, together. Recognized as one of the Best 150+ Places to Work in Healthcare and a Military-Friendly Gold Employer, you'll find an inclusive and supportive environment where your contributions truly matter.

Equal employment opportunity employer

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws. For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

Fraud prevention notice

Prospective applicants should be vigilant against fraudulent job offers and interview requests. Scammers may use sophisticated tactics to impersonate Ascension employees. To ensure your safety, please remember: Ascension will never ask for payment or to provide banking or financial information as part of the job application or hiring process, our legitimate email communications will always come from an @ascension.org email address; do not trust other domains, and an official offer will only be extended to candidates who have completed a job application through our authorized applicant tracking system.

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