Head of Survey Science - Press Ganey

Company Description

PG Forsta stands as the premier provider in experience measurement, data analytics, and insights for complex industries. Our leadership is a result of decades of deep partnership with clients, helping them understand and fulfill the needs of their key stakeholders. Originally rooted in U.S. healthcare—arguably the most complex industry—we now serve clients globally across diverse sectors, enhancing human experiences at the core of their businesses. Through a unique blend of technology, data, and expertise, we help clients identify and prioritize opportunities, accelerate improvement efforts, and build enduring loyalty among customers and employees.

At PG Forsta, our success is driven by our exceptional people and our dynamic culture. Our team comprises world-class talent, a collaborative work ethic, and a passion for excellence that has earned us the status of trusted advisors to globally recognized brands. As a team member, you will contribute to creating value for our clients and enhancing our organization through your insights and efforts. Our journey is one of continuous learning and improvement, with team collaboration guiding our corporate success.

Our Mission

Our mission is to elevate the human experiences at the heart of businesses by offering insights that sharpen the understanding of individual and population needs and provide actionable guidance on meeting those needs. By partnering with clients, we capture the voices of consumers and the workforce to unearth insights that address unmet needs. Using integrated data, advanced analytics, and strategic advisory services, we help transform our clients' organizations to deliver high-quality services and foster lifetime loyalty.

Our Values

Champion the Client

We are passionately committed to delivering high-quality solutions and services. We strive to understand our clients' goals and needs, constantly seeking opportunities to improve and create value. Each team member recognizes their role in enabling client success.

All Together Better

United by our vision and mission, we promote teamwork and a culture of belonging through strong relationships and trust. We collaborate to identify and develop innovative solutions.

Embrace Change

We acknowledge that change is a constant and an opportunity for learning, adaptation, and evolution. We approach challenges creatively and tackle them with optimism and enthusiasm.

Do the Right Thing

We are committed to all our stakeholders, including clients, staff, and partners. We take personal accountability for our actions and prioritize honesty and kindness. We provide meaningful recognition and feedback, ensuring that we do right by each other.

Job Description

As the Head of Survey Science, you will spearhead the development and implementation of survey research strategies within the healthcare sector. This leader will be responsible for launching innovative approaches to understanding the care experience.

Key Responsibilities

• Strategic Leadership: Develop and execute the strategic vision for survey science within the healthcare domain, aligning with organizational objectives and industry best practices. Lead cross-functional teams to ensure effective implementation of survey research initiatives.
• Innovation: Drive the development and application of new methodologies, technologies, and techniques for data and insights collection, including machine learning AI, mobile optimization, gamification, behavioral economics, and virtual/augmented reality.
• Survey Design and Development: Oversee the creation of survey instruments to capture relevant information for assessing experiences, healthcare outcomes, and organizational performance. Utilize CX tools and metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Data Collection and Management: Implement robust data collection processes using various digital methods such as web intercepts, in-app feedback, and SMS outreach.
• Statistical Analysis and Interpretation: Lead the creation of analysis and interpretation recommendations to help clients generate actionable insights from our software.
• Thought Leadership: Engage with internal and external stakeholders to gather input, solicit feedback, and disseminate survey findings. Represent Press Ganey at industry events to promote innovation and educate the sector.
• Team Management and Development: Lead a team of survey researchers, analysts, and support staff, fostering a culture of excellence and continuous learning.

This position is available in Chicago, Boston, or Los Angeles.

Qualifications

• Advanced degree (e.g., PhD, MD, MPH) in public health, epidemiology, biostatistics, health services research, or a related field