Director, CX Advisory

Company Description

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

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action.

Our Values

To put Human Experience at the heart of organizations so every person can be seen and understood.

• 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.
  
  

To work #bettertogether, we operate with a hybrid working mode in the United States (US). For those near a US hub location, we gather in our office locations three days a week (Tuesday, Wednesday, Thursday). For the remaining days, we work from home. Our current hub locations are in Chicago, IL, Boston, MA, and South Bend, IN.

The Director, CX Advisory focuses on delivering exceptional client value while ensuring our team remains at the forefront of industry knowledge, regulatory changes, and thought leadership. You will lead a team of expert advisors dedicated to delivering strategic insights and improvement opportunities to our clients in collaboration with our CSM. You will be pivotal in driving team onboarding, training, internal process optimization, and product readiness initiatives to enhance our advisory capabilities.

Duties And Responsibilities

• Leadership: Provide leadership and direction to the Advisor team, including hiring, training, mentoring, and performance management. Foster a positive and collaborative team environment focused on delivering exceptional customer service and achieving team goals.
• Industry Knowledge: Ensure team members stay informed about industry trends, thought leadership, and regulatory changes through ongoing training and knowledge sharing sessions.
• Deliver Exceptional Client Value: Lead innovation of improvement work-at-scale, such as proactive insights and best practices, industry programs, tool kits and networking and education, etc. Collaborate with PG functional leads to identify and drive enhancements in services.
• Internal and Client Training: Partner with knowledge management and analytics leaders to vision, prioritize, assign, and produce scalable analytics, insights, best practices, and toolkits. Ensure team is equipped to lead specialized customer training as well as larger scale internal training sessions.
• New Product Readiness: be the ‘eyes and ears’ of Advisory and collaborate with Product on all new products and feature releases. Responsible for sharing updates, creating training materials, and conducting training for any new release to Advisory team.
• Resource Development: Lead the creation of client resources with partnership from internal SMEs and Press Ganey Thought Leaders. Ensure that resources align with product updates, industry best practices and client identified improvement needs.
• Create a culture of innovation, ownership, growth, and career pathing for team members.
• Manage day-to-day operations including forecasting supply and demand for advisor services and monitoring quality of work. Facilitate synergy and efficient work of cross-functional teams. Day-to-day operational oversight of budgets, FTE forecasting and management, and expense tracking.
  
  

Qualifications

Qualifications for all Director, Advisory roles include:

• Minimum of 8-12 years progressive healthcare leadership experience
• Excellent interpersonal, communications, listening, and presentations skills, required.
• Knowledge of consulting, strategic planning, execution of strategy, budgeting required.
• Experience with analytics, marketing, business development and sales, preferred.
• Ability to travel up to 35%.
  
  

Education

• Master’s Degree preferred
• Bachelor’s Degree required
  
  

Special Working Conditions

Flexible to work between the hours of 8AM ET and 5PM ET with the possibility to flex up or down hours depending on business needs.

Special Physical Requirements

Person in this position is required to have close visual acuity to perform activities that include viewing a computer terminal, and extensive reading. Physical activity in this position includes crouching, reaching, walking, talking, hearing and repetitive motion of hands, wrists, and fingers. Sedentary work, sitting for extended periods of time.

Direct Reports

Manager, Delivery