Director Experience Management

At Sunrise Senior Living, we believe meaningful work starts with purpose. Our team members are passionate about making a positive difference in the lives of residents every day.

What You’ll Do

• Lead Sunrise’s enterprise Experience Management (XM) program, using team member and customer feedback to improve engagement, satisfaction, retention, and measurable business performance.

• Own and optimize the XM/Voice of Customer platform—such as Qualtrics—including survey design, logic, distribution, dashboard configuration, reporting, vendor management, and budget oversight.

• Transform quantitative and qualitative feedback into clear, actionable insights, identifying experience trends, pain points, and opportunities across communities, regions, and corporate functions.

• Build and maintain role-based dashboards, scorecards, and self-service reporting that give leaders timely visibility into engagement, satisfaction, loyalty, and retention metrics.

• Partner with Human Resources, Operations, Marketing, Communications, and senior leadership to translate insights into consistent operating standards, process improvements, and experience-focused initiatives.

• Champion team member and customer journey-mapping efforts, testing and implementing solutions that strengthen the employee value proposition, customer experience, brand consistency, acquisition, and retention.

• Lead, coach, and develop the Experience Management team and external resources, setting priorities and ensuring high-quality, timely survey administration, analysis, reporting, and follow-through.

What We’re Looking For

• Bachelor’s degree in Business, Marketing, Human Resources, Hospitality, Communications, or a related discipline; experience in healthcare, senior living, hospitality, or real estate is preferred.

• 6+ years of progressive experience in experience management, employee engagement, customer experience, loyalty, Voice of Customer, or related analytics functions.

• Hands-on expertise administering Qualtrics or a comparable XM/VoC platform, including survey creation, survey logic, deployment, dashboard configuration, analytics, and reporting.

• Proven ability to convert complex feedback, experience data, and operational metrics into compelling visualizations, executive-ready storytelling, and recommendations that drive action.

• Experience influencing senior leaders and cross-functional partners without direct authority, building alignment across HR, Operations, Marketing, Communications, and other business functions.

• Demonstrated people-leadership experience, including hiring, performance management, coaching, delegation, and development of high-performing internal teams and third-party partners.

• Strong project management, critical-thinking, communication, and change-management skills, with the ability to manage multiple priorities and use AI-enabled tools to synthesize feedback and accelerate insights.

Experience Management Director | Employee Experience | Customer Experience | Resident Experience | Customer Insights | Employee Engagement | Analytics | Voice of Customer | Voice of Employee | Surveys
 

Ready to take the next step and make a bigger impact than you ever imagined? As part of our team, you will help brighten the future for everyone at Sunrise and beyond. That is why we make it a priority to celebrate the unique ways you bring moments of togetherness and joy to everyone you serve. And when combined with the support, benefits, and growth opportunities we offer, the result is a career that PositivelyShines with everything you need to reach your goals – at work and in your life.

We also offer benefits and other compensation that include:

• Medical, Dental, Vision, Life, and Disability Plans

• Retirement Savings Plans

• Employee Assistant Program / Discount Program

• Paid time off (PTO), sick time, and holiday pay

• myFlexPay offered to get paid within hours of a shift

• Tuition Reimbursement

• In addition to base compensation, Sunrise may offer discretionary and/or non-discretionary bonuses. The eligibility to receive such a bonus will depend on the employee’s position, plan/program offered by Sunrise at the time, and required performance pursuant to the plan/program.

• Some benefits have eligibility requirements

Equal Opportunity Employer

Sunrise Senior Living is an equal opportunity employer and is committed to diversity and inclusion in the workplace.