This leader develops and oversees Mercy's enterprise Voice of Consumer strategy, market research, experience intelligence and consumer analytics capabilities. Through proactive listening, advanced research methodologies and cross-functional partnerships, the Executive Director ensures the voice of patients, consumers and communities influences strategic planning, marketing, digital experience, service development and organizational growth.
This role serves as a trusted advisor to executive leadership and champions consumer-centered decision making across Mercy.Position Details:
Responsibilities
- Build and lead an enterprise-wide Consumer Intelligence and Voice of Consumer strategy.
- Integrate insights from patient feedback, digital behavior, online reviews, social listening, contact centers, community sentiment and consumer advisory panels.
- Lead consumer research, brand tracking, segmentation, competitive intelligence and market opportunity assessments.
- Identify emerging consumer trends, unmet needs and growth opportunities.
- Partner across Marketing, Digital and Operations to improve consumer journeys, service design and patient experience.
- Translate research and data into compelling recommendations for senior and executive leadership.
- Establish regular consumer intelligence reporting and future-focused trend forecasting.
- Lead the Consumer Intelligence team, research partners, departmental strategy, KPIs and budget.
Qualifications
- Bachelor’s degree in Business, Marketing, Finance, Accounting or Statistics required; MBA preferred.
- 10 years of experience in consumer insights, market research, customer experience or strategy.
- Proven experience leading an enterprise research or insights function and influencing executive leaders.
- Healthcare experience preferred.
- Experience with AI-enabled insights and modern consumer intelligence platforms preferred.
- Must reside in a Mercy community
From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.
Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.
Skills Required
- Bachelor’s degree in Business, Marketing, Finance, Accounting, or Statistics
- MBA
- 10 years of experience in consumer insights, market research, customer experience, or strategy
- Experience leading an enterprise research or insights function
- Experience influencing executive leaders
- Healthcare experience
- Experience with AI-enabled insights and modern consumer intelligence platforms
- Must reside in a Mercy community
Mercy Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mercy and has not been reviewed or approved by Mercy.
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Healthcare Strength — Day‑one medical, dental, vision, and pharmacy coverage is available for many benefit‑eligible roles, alongside options like disability, FSAs, EAP, wellness, and other add‑ons. Coverage breadth and immediate eligibility are highlighted across role postings and benefits guides.
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Retirement Support — Automatic enrollment in the MyRetirement 401(k) includes a per‑paycheck employer match and an additional annual service contribution for eligible co‑workers. This layered design provides ongoing support for long‑term savings.
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Leave & Time Off Breadth — A combined PTO bank (holidays, vacation, short‑term illness) plus an Extended Sick Bank and Paid Parental Leave are standard components. Accruals start quickly and can increase with tenure, with some locations also offering Volunteer Time Off.
Mercy Insights
What We Do
Mercy, named one of the top five large U.S. health systems for four consecutive years by IBM Watson Health, serves millions annually. Mercy is one of the nation’s most highly integrated, multi-state health care systems, including more than 40 acute care, managed and specialty (heart, children’s, orthopedic and rehab) hospitals, convenient and urgent care locations, imaging centers and pharmacies. Mercy has 900 physician practices and outpatient facilities, 2,400 Mercy Clinic physicians and more than 40,000 co-workers serving patients and families across Arkansas, Kansas, Missouri and Oklahoma. Mercy also has clinics, outpatient services and outreach ministries in Arkansas, Louisiana, Mississippi and Texas. Mercy’s Virtual Care Center is the world’s first such facility dedicated to care outside its own walls, monitoring patients 24/7/365 across the country, using high-speed data and video connections and medically intervening when and where patients need it with a comprehensive team approach. Mercy was among the first health care organizations in the U.S. to have an integrated electronic health record (EHR) connecting all points of care. Mercy Technology Services’ broad use of its EHR has been recognized at one of the highest possible levels by Epic.
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