Director, Patient Experience Transformation - Cancer Services

Join a world-class academic healthcare system, UChicago Medicine, as the Director, Patient Experience Transformation - Cancer Services responsible for shaping a culture of empathy, service delivery, and experience management at UChicago Cancer Pavilion, part of the UChicago Medicine health system.

The Director, Patient Experience Transformation - Cancer Services will lead system-wide strategies to transform the oncology patient and family experience, advance workforce engagement, and foster a compassionate and inclusive environment for all who deliver and receive cancer care and services. Under the leadership of VP, Chief Consumer Experience Officer and VP, Chief Administrative Officer, Cancer Services, the Director will lead the advancement of human-centered design and culture transformation to achieve highest level of service and experience. The Director will collaborate with interdisciplinary teams to align institutional goals with the lived experiences of patients, families, and staff—driving measurable improvements in satisfaction, quality of care, and workforce well-being.

Who you are:

A transformational and collaborative experience leader with:

• Master’s degree in Healthcare Administration, Organizational Development, Public Health, or related field.
• 10 years of overall experience with a minimum of 7 years of progressive leadership experience in patient experience, consumer insights management, organizational culture, healthcare operations, or oncology services.
• Experience in leading culture transformation or employee engagement initiatives within healthcare or academic medical settings is highly desirable.
• Demonstrated success in managing interdisciplinary teams and engaging diverse stakeholder groups.
• Deep knowledge of the cancer care continuum and the unique challenges faced by oncology patients and their families.
• Strong expertise in change management, employee engagement, and organizational development.
• High emotional intelligence with excellent communication, facilitation, and conflict-resolution skills.
• Ability to manage complex projects and collaborate effectively across clinical, operational, and academic functions.
• Commitment to equity, cultural humility, and trauma-informed leadership.

What you’ll do as the Director, Patient Experience Transformation - Cancer Services:

• Design and lead a comprehensive strategy for patient experience and engagement aligned with institutional goals in cancer care, academic excellence, and community health.
• Serve as a strategic advisor to senior leaders on culture transformation, service delivery, and experience design across the cancer hospital.
• Partner with academic leaders to embed patient-centered values into clinical education, research, and training programs.
• Drive a culture of compassion, trust, equity, and continuous improvement across all levels of the oncology organization.
• Collaborate with Oncology service line and physician leadership, Human Resources, Nursing, and Organizational Development to design and implement initiatives that enhance employee engagement, retention, and workplace satisfaction.
• Lead internal listening efforts (e.g., staff surveys, focus groups) to identify opportunities to improve frontline experience and align staff values with the mission.
• Champion recognition and reward programs that highlight patient- and employee-centered behaviors and achievements.
• Lead Patient and Family Advisory Councils (PFACs) and workforce focus groups to ensure integration of patient and employee perspectives directly shape cancer care policy, design, and delivery.
• Lead strategies that promote shared decision-making, emotional support, and communication across diverse patient populations.
• Collaborate with clinical, administrative, and facilities teams to improve touchpoints across the continuum of care (e.g., check-in, treatment environments, discharge).
• Develop journey maps and other experience tools to visualize and improve the holistic cancer care experience.
• Ensure the integration of hospitality and trauma-informed care principles into staff training and daily practice.
• Oversee collection, analysis, and communication of patient experience metrics (e.g HCAHPS, CAHPS, -Cancer Care Survey).
• Translate quantitative and qualitative data into actionable insights and lead quality improvement efforts based on findings.
• Manage budgets, staffing, and vendor relationships for relevant patient experience and engagement programs.
• Evaluate and implement digital tools and platforms that support patient and workforce communication, feedback, and empowerment.
• Coordinate special initiatives and events that align with patient experience and engagement goals.

Leadership at UChicago Medicine:

E4 Leadership (Equity, Engage, Evolve, Excel) is a patient centered management system that empowers teams to improve on a daily basis. This is done through daily readiness huddles, real time process monitoring, performance review huddles and structured problem solving. E4 Leadership is an evolving system where leaders work together to cultivate a culture of equity and continuous improvement that enables:

• Each person to realize their full potential for contribution
• The organization to achieve high performance outcomes
• System-wide integration, coordination, and seamless execution
• Clear focus on exceptional, equitable patient care and experiences

As part of the leadership team, this position will be instrumental in reinforcing and sustaining UChicago Medicine’s E4 Leadership Culture.

We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients and with each other. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, UChicago Medicine is for you. Here at the forefront, we’re doing work that really matters. Join us. Bring your passion.

UChicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: UChicago Medicine Career Opportunities.

UChicago Medicine is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status and other legally protected characteristics.

Must comply with UChicago Medicine’s COVID-19 Vaccination requirement as a condition of employment. If you have already received the vaccination, you must provide proof as part of the pre-employment process. This is in addition to your compliance with the Flu Vaccination requirement as well. Medical and religious exemptions will be considered consistent with applicable law. Lastly, a pre-employment physical, drug screening, and background check are also required for all employees prior to hire.

Compensation & Benefits Overview

UChicago Medicine is committed to transparency in compensation and benefits.  The pay range provided reflects the anticipated wage or salary reasonably expected to be offered for the position.

The pay range is based on a full-time equivalent (1.0 FTE) and is reflective of current market data, reviewed on an annual basis. Compensation offered at the time of hire will vary based on candidate qualifications and experience and organizational considerations, such as internal equity. Pay ranges for employees subject to Collective Bargaining Agreements are negotiated by the medical center and their respective union.

Review the full complement of benefit options for eligible roles at Benefits - UChicago Medicine.