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Job Description: The Director, Consumer Experience (CX) – Research & Insights reports to the AVP of Consumer Experience and serves on the CX leadership team. This enterprise role sets the research and insights strategy for understanding consumer, patient, and caregiver needs; synthesizes qualitative and quantitative inputs across data sources; and embeds insight into how Intermountain Health designs, delivers, measures, and improves experiences. The Director leads and develops a high-performing team and partners across regions, operations, and system shared services—including clinical, digital/technology, strategy, and human resources—to align priorities, translate insight into action, and advance Intermountain Health’s mission, brand, and strategic objectives. Essential Functions Lead CX teams to define the enterprise consumer experience strategy and framework that integrates insight, feedback, and experience performance into decision-making and prioritization. Ensure experience insights and feedback are easy to find, understand, and act on across the enterprise. Partner with the AVP of Consumer Experience to align priorities and activate insights. Set the research strategy and metrics; coordinate with CX leaders to deliver timely consumer research, insights, and feedback to teams across the enterprise. Monitor healthcare and business trends; provide independent analysis and serve as a subject-matter resource. Drive cross-enterprise alignment on what consumers value and how to deliver it. Research accountabilities: prioritize projects; consult with stakeholders to define objectives; design and execute studies; analyze and interpret results; and deliver clear, actionable reporting. Skills Consumer Research and Insights Strategic Leadership Experience Design and Improvement Teamwork Change Leadership Customer Experience (CX) Strategy Research Design People Management Strategic Direction Research Methodologies Minimum Qualifications Masters Degree. Education must be obtained through an accredited institution. Degree will be verified. Ten years of experience designing and conducting social research and evaluation studies in an applied setting. Experience must include at least five years of consulting with end users including executive leadership and five years of managing other researchers. Experience designing effective and efficient qualitative and quantitative research studies. Experience applying appropriate methods considering the study's purpose and objectives and the budget, sampling strategies that optimize sample size and validity, creating and using valid and reliable questionnaires that are efficient and powerful, and analysis plans that respond fully to the research objectives In-depth understanding of basic and advanced statistical procedures and their appropriate application. Must demonstrate advanced analytic and conceptual skills and proficiency using spreadsheets, presentation, database management, and word processing software. Must demonstrate a functional knowledge of SAS, SPSS or equivalent analysis software. Must demonstrate a familiarity with cutting-edge research practices and techniques and be well informed about the most current trends and issues in health care. Experience in a role requiring group facilitation skills. Experience using word processing, spreadsheet, database, internet and e-mail and scheduling applications. Experience in a role requiring effective verbal, written and interpersonal communication skills Preferred Qualifications Experience working in an integrated health care organization. Experience directing a complex prioritization process that involves multiple groups including working with physicians, senior leaders, and a variety of stakeholder groups. Experience working with the Qualtrics Experience Management platform. Physical Requirements Ongoing need for employee to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs. Frequent interactions with providers, colleagues, customers, patients/clients, and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately. Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc. For roles requiring driving: Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, and other vehicles. Additional Information This is an exempt, full-time position. Pay offers are determined by prior years of relevant experience within the established pay range. In addition to the annual salary, to show our commitment to you and assist with your transition, we may offer a sign-on and relocation bonus when applicable. With this position, you are eligible to participate in the Annual Pay for Performance (AP4P) Plan. This plan enables Intermountain Health to provide leaders with an additional performance compensation opportunity. The AP4P award opportunities are calculated as a percentage of your base salary. Awards are paid out based on attainment of selected Board-approved goals. Location: Key Bank Tower Work City: Salt Lake City Work State: Utah Scheduled Weekly Hours: 40 The hourly range for this position is listed below. Actual hourly rate dependent upon experience. $67.41 - $104.06 We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged. Learn more about our comprehensive benefits package here . Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process. All positions subject to close without notice.