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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 DoLead 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.
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
Pay Range:113,100.00 - 174,000.00
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
Sunrise Senior Living is an equal opportunity employer and is committed to diversity and inclusion in the workplace.
Skills Required
- Bachelor’s degree in Business, Marketing, Human Resources, Hospitality, Communications, or a related discipline
- 6+ years of progressive experience in experience management, employee engagement, customer experience, loyalty, Voice of Customer, or related analytics functions
- Hands-on experience administering Qualtrics or a comparable XM/Voice of Customer platform
- Experience with survey creation, survey logic, deployment, dashboard configuration, analytics, and reporting
- Ability to convert feedback, experience data, and operational metrics into visualizations, executive-ready storytelling, and actionable recommendations
- Experience influencing senior leaders and cross-functional partners without direct authority
- People leadership experience, including hiring, performance management, coaching, delegation, and team development
- Experience managing third-party partners and external resources
- Strong project management, critical-thinking, communication, and change-management skills
- Ability to manage multiple priorities and use AI-enabled tools to synthesize feedback and accelerate insights
- Experience in healthcare, senior living, hospitality, or real estate
Sunrise Senior Living Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sunrise Senior Living and has not been reviewed or approved by Sunrise Senior Living.
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Healthcare Strength — Healthcare coverage is described as comprehensive, including medical, prescription, dental, and vision options, alongside disability coverage and an EAP. Benefit eligibility is often framed as relatively quick for eligible employees, which can increase perceived value early in tenure.
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Retirement Support — Retirement benefits include a 401(k) with company match and automatic enrollment, signaling structured support for long-term saving. The availability of tax-advantaged accounts (FSA/HSA) further strengthens the overall retirement/financial-wellness package.
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Wellbeing & Lifestyle Benefits — Earned-wage access (myFlexPay/DailyPay) and perks like commuter benefits and employee discounts provide practical day-to-day support. Tuition reimbursement and training-oriented rewards also add non-cash value that can partially offset base-pay concerns for some roles.
Sunrise Senior Living Insights
What We Do
Beginning with a single community in 1981, Sunrise Senior Living has grown to more than 270 communities throughout the U.S. and Canada. Each of our communities continues the mission laid out by founders Paul and Terry Klaassen more than 40 years ago: to champion quality of life for all seniors. Join Our Team: At Sunrise Senior Living, our team members are at the heart of what sets us apart. We offer a unique, challenging, and rewarding work environment with competitive salaries, excellent benefits, and opportunities for both personal and professional growth. The relationships and bonds you will create with residents highlight meaningful ways to serve, grow, and shine together. A Career That PositivelyShines: Every resident needs a dedicated, compassionate, and experienced team around them. They also need a warm sense of companionship, opportunities to explore their interests, and moments of togetherness that bring laughter and joy. When you join our team, whether as a caregiver, culinary professional, maintenance expert, or in any other role, you'll play a vital part in creating an environment where longer, healthier, and happier lives are celebrated. This is what makes working at Sunrise truly special. Locations: With more than 270 communities and Community Support Offices located in McLean, Virginia, career opportunities can be found almost everywhere. To view our current openings and learn more about the exciting career opportunities available at Sunrise, please visit our careers page at: www.sunrise-careers.com This is your chance to make a bigger impact than you ever imagined. How will you brighten the future?
