# Ep. 51 - How CHG Healthcare builds a journey-led organization - Dan Sullivan

Page: https://stenobird.com/podcast/the-experience-edge-7117779/ep-51-how-chg-healthcare-builds-a-journey-led-organization-dan-sullivan
Text version: https://stenobird.com/podcast/the-experience-edge-7117779/ep-51-how-chg-healthcare-builds-a-journey-led-organization-dan-sullivan.md
Podcast: [The Experience Edge](https://stenobird.com/podcast/the-experience-edge-7117779)
Published: 2025-11-12T06:00:00+00:00
Episode link: https://podcasters.spotify.com/pod/show/experienceedge/episodes/Ep--51---How-CHG-Healthcare-builds-a-journey-led-organization---Dan-Sullivan-e3aq4o7
Audio file: https://anchor.fm/s/fb8746cc/podcast/play/111005895/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2025-10-14%2F412477290-44100-2-fbf2ee5981b8b.mp3
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Duration seconds: 3846

## Resource

Dan Sullivan, Director of Journey Management at CHG Healthcare, has transformed how a major healthcare company connects business outcomes to customer experience. With a background spanning customer success, strategy, and design, Dan has built an enterprise-wide journey management practice that brings data, insights, and teams together to act as one. In this conversation with TheyDo’s Jochem van der Veer, Dan shares how CHG made journey management tangible, through immersive storytelling, data integration, and co-creation across teams. He reveals how to align CX with business strategy, balance customer obsession with outcomes, and create organizational change that lasts beyond the latest initiative. Guest Bio Dan Sullivan is the Director of Journey Management at CHG Healthcare, where he leads the development and implementation of a company-wide journey management practice. His work bridges customer insight, product design, and business strategy to drive measurable impact. Prior to CHG, Dan led customer success at TheyDo and held strategic roles across startups and global enterprises. Known for his creative storytelling and systems thinking, he’s helping redefine how large organizations use journey management to become truly customer-led. Top Takeaways Journey management is not about the artifact, it’s about changing how decisions are made across teams. Start with awareness, not solutions: make the problem visible before promoting the framework. Balance customer and business goals: customer obsession means nothing without measurable impact. Immersive storytelling drives adoption: CHG’s “journey museum” helped hundreds of employees walk in their customer’s shoes. Keep adapting: journey management is a living system, not a one-time rollout. Chapters 00:00 Introducing Dan S…

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## Transcript

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