• Serve as an internal expert on CAHPS and HOS survey methodology, regulatory changes, and CMS guidance • Develop and execute an improvement strategy to deliver on contract, measure level targets • Monitor results, identify trends and areas of opportunity, and drive continuous improvement • Accelerate shared accountability for CAHPS and HOS improvement by effectively communicating the strategy to the Enterprise to create alignment, inspire action and deliver tangible results • Develop and maintain a portfolio of improvement initiatives focused on delivering improved member experience and satisfaction, targeting key drivers of performance • Collaborate with cross-functional teams to design, test, and scale interventions that directly impact Star ratings • Responsible for initiative performance monitoring and development of deep, holistic operational reporting, with regular executive summary roll-up to Stars leadership • Lead multiple analytics partners to develop robust reporting informing prioritized opportunities for Quality improvement and experience; requires ability to derive insights from large quantities of data • Develop strategic recommendations for program evolution and policy advocacy, including written summaries and talking points for engagement with CMS, industry groups, and internal stakeholders • Oversee budget, vendor relationships and project/ program management • Lead and develop team of high-performing direct reports