Senior Manager, Patient Insights

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Patient Insights based in the United States.** This role leads the transformation of patient feedback, experience data, and operational signals into actionable strategies that improve healthcare experiences. The successful candidate will help identify patient friction points, uncover root causes, and guide initiatives that strengthen trust, engagement, and retention. Working across patient experience, operations, clinical, digital, analytics, and business teams, this position connects insights with meaningful improvements throughout the patient journey. The role combines strategic thinking, communications expertise, and analytical capabilities to influence enterprise-wide experience initiatives. This is an opportunity to shape patient-centered programs in a collaborative, mission-driven healthcare environment. The ideal candidate will bring strong storytelling abilities, healthcare knowledge, and a passion for improving outcomes through data-driven insights. ### Accountabilities: The Senior Manager, Patient Insights will own the development and execution of patient insight strategies, transforming qualitative and quantitative feedback into recommendations that improve patient experiences. This role serves as a strategic partner across multiple functions, ensuring patient signals are understood, prioritized, and translated into measurable improvements. - Lead Voice of Patient insight synthesis across surveys, NPS feedback, complaints, escalations, patient interactions, reviews, sentiment data, digital engagement metrics, and operational signals. - Translate patient insights into prioritized recommendations that improve trust, retention, engagement, medication readiness, and overall journey effectiveness. - Own closed-loop insight processes, from identifying key themes through validation, prioritization, implementation, and impact measurement. - Analyze patient friction points across the full journey, including onboarding, early engagement, ongoing support, and retention stages. - Develop strategies that improve digital patient experiences, workflow enablement, readiness processes, and appropriate escalation pathways. - Partner with operations, clinical, product, technology, growth, compliance, and analytics teams to validate root causes and drive improvement initiatives. - Support AI-enabled sentiment analysis programs by helping define themes, classifications, quality review approaches, and actionability standards. - Maintain a prioritized patient insights roadmap, ensuring key themes are assigned, tracked, and resolved effectively. - Support measurement strategies for major initiatives by defining baseline insights, success indicators, and post-launch performance reviews. - Create executive-level insight reports highlighting trends, key drivers, actions, progress, and recommendations. - Influence patient experience strategies by connecting feedback, communications, operational realities, and business priorities. ## Requirements: The ideal candidate is an experienced patient experience, customer insights, healthcare strategy, or communications professional with a strong ability to convert complex information into actionable recommendations. They should have excellent strategic thinking, communication skills, and experience collaborating with cross-functional teams. - Bachelor’s degree in Communications, Marketing, Healthcare Administration, Business, Public Health, Health Informatics, Customer Experience, Data Analytics, or a related field required. - Master’s degree preferred. - 7+ years of progressive experience in patient experience, customer experience, healthcare strategy, patient communications, insights, service design, operations enablement, or related fields. - Proven experience translating patient or customer feedback, surveys, complaints, sentiment data, and operational…