Experience Leader: A Critical Role at the Heart of Healthcare

This white paper explores the role of the experience leader by examining trends in data and sharing the voices and reflections of five senior experience leaders. Experience Leader: A Critical Role at the Heart of Healthcare, reflects on the progression of the field of experience, the structure of the experience leader position as well as the successes and challenges going forward. To frame the conversation on the role of experience leader, findings from The Beryl Institute’s recent research, The State of Patient Experience 2019: A Call to Action for the Future of Human Experience are highlighted including data insights on the growth and diversity of experience leadership. Other areas investigated include: Experience leaders desire for continuous improvement The personal connections and partnerships essential for successful leadership Alignment with the strategic direction of the organization Lessons learned to achieve success and key opportunities for action