View Our Website View All Jobs

Director of Customer Insights

Customer Insights Director

This title is not the best description of the role. Please read carefully and thoroughly understand what you are about to apply for.

KLAS needs a strong analyst and a strong story teller. We need a person who helps the executives of healthcare technology companies understand how to improve their products and services. We do this by telling a compelling story using feedback we've collected from their healthcare provider customers.

We are not looking for a presenter. We don't need someone who has merely dabbled in data. We seek a healthcare provider advocate - one who is adept at resonating with executive audiences as they tell the story of their customers. In this position you will:

1.     Find the story. You regularly contact healthcare providers and obtain their feedback on the performance of the healthcare technology they are using. While doing this you get to build meaningful relationships with these providers and give them the insights that we produce. We call this “Research” and you need to be elbows deep in it.

2.     Understand the story. Customer Insights Directors analyze and refine large data sets, both quantitative and qualitative. Looking at this data from multiple perspectives, you identify the opportunities these companies have to improve based on the analyzed data, and prepare a presentation around this.

3.     Tell the story. As mentioned, you present your findings to the healthcare technology company executives. You walk them through the feedback their customers have given to KLAS, guiding discussions, asking questions, and answering questions so everyone walks away with an understanding of how to improve.

We need someone with seasoning in these areas. With the right approach, you can make a real and individual impact on improving healthcare.

You must demonstrate:

  • Grit
  • Customer advocacy
  • Data scientist skills
  • Masterful storytelling
  • Thorough yet concise
  • Intellectual Curiosity
  • Ability for independent work and growth while yet being a strong team member and collaborator
  • The ability to research, prepare for, and deliver 30-50 consulting engagements each year.


  • Enough experience with influencing executive decision-makers to have earned some "road rash"
  • Applied understanding of consulting best practices
  • Proficiency in MS Excel and exposure to both quantitative and qualitative analytics. Exposure to R is nice to have
  • Bachelor’s degree in a field that aligns to the duties of this role. Master’s degree nice to have
  • This is a full time, in-office position with great benefits, including medical, HSA, dental, vision, life, PTO, 401K, wellness programs, and more.
  • A humble yet competent disposition

Though this position is a senior level position with KLAS, it is not a manager of staff. If you felt this was simply a management position, or even a customer service position, best to turn back now.

A Cover Letter should accompany your Resume.


A bit more about us: KLAS was formed in 1996 to assist healthcare providers make informed technology decisions by offering vendor performance information and differentiation. KLAS independently monitors vendor performance through the active participation of thousands of healthcare organizations, and uses a stringent methodology to ensure accuracy, honesty, and impartiality in our data.

Read More

Apply for this position

Apply with Indeed
Attach resume as .pdf, .doc, or .docx (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity / Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Veteran/Disability status