Head of Survey Science

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

To elevate the human experiences at the heart of business by offering insights that sharpen understanding of the needs of individuals and populations, and provide guidance on how to meet those needs.  

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs.  Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty. 

Our Values:

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

As the Head of Survey Science, you will lead the development and implementation of survey research strategies within the healthcare sector. This leader will be responsible for launching new and innovative approaches to understand the care experience.

You will oversee survey design and supporting methodologies that incorporate industry best practices tailored to a healthcare journey. This role requires a deep understanding of survey methodologies, statistical analysis, and healthcare dynamics to drive evidence-based decision-making.

Key Responsibilities:

• Strategic Leadership: Develop and execute the strategic vision for survey science within the healthcare domain, aligning with organizational objectives and industry best practices. Lead cross-functional teams to ensure the effective implementation of survey research initiatives.
• Innovation: Focus on the development and application of new methodologies, technologies, and techniques to gather data and insights including machine learning AI, mobile optimization, gamification, behavioral economics, and virtual/augmented reality
• Survey Design and Development: Oversee the design and development of survey instruments, ensuring they capture relevant information to assess experiences, healthcare outcomes, and organizational performance. Leverage your strengths and knowledge in CX tools, qualitative feedback, and measurements including Net Promoted Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to deliver industry leading offerings. Incorporate best practices in survey methodology, question construction, and sampling techniques.
• Data Collection and Management: Implement robust data collection processes, utilizing various digital methods such as web intercept, in-app feedback, and SMS outreach. Incorporate qualitative data capture into our comprehensive listening strategy.
• Statistical Analysis and Interpretation: Lead the creation of analysis and interpretation recommendations to help clients use our software to generate actionable insights and recommendations to inform decision-making at all levels of the organization.
• Thought Leadership: Engage with internal and external stakeholders, including healthcare providers, administrators, and consumers, to gather input, solicit feedback, and disseminate survey findings. Speak on behalf of Press Ganey at industry events to promote our innovation and educate the industry.
• Team Management and Development: Lead a team of survey researchers, analysts, and support staff, providing mentorship, coaching, and professional development opportunities. Foster a culture of excellence, collaboration, and continuous learning within the survey science team.

This position can be located in Chicago, Boston, or Los Angeles.

• Advanced degree (e.g., PhD, MD, MPH) in public health, epidemiology, biostatistics, health services research, or a related field.
• Extensive experience (10+ years) in survey research, healthcare analytics, or healthcare quality improvement.
• Extensive knowledge of consumer experience surveys, tools and measurements including NPS, CSAT, CES, Retention Rate, Customer Churn Rate, and Customer Lifetime Value.
• Proficiency in survey methodology, statistical analysis, and data visualization techniques, with expertise in software tools such as SPSS, SAS, R, or STATA.
• Strong understanding of healthcare delivery systems, engagement strategies, and quality improvement methodologies (e.g., Lean, Six Sigma).
• Excellent communication skills, with the ability to translate complex data into actionable insights for diverse audiences, including clinical and administrative stakeholders.
• Proven leadership and management experience, including the ability to lead cross-functional teams, drive strategic initiatives, and achieve measurable outcomes.
• Knowledge of regulatory requirements and ethical standards governing survey research in healthcare, including HIPAA and IRB guidelines.
• Demonstrated commitment to continuous learning, professional development, and staying abreast of emerging trends and best practices in survey science and healthcare analytics.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

The expected base salary for this position is $160K - $284k. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.  

All your information will be kept confidential according to EEO guidelines.

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