Dan Sullivan
Director of Journey Management at CHG Healthcare
Dan Sullivan is an experienced leader in customer success, journey management, and digital transformation. At CHG Healthcare, he leads the development and implementation of enterprise-wide journey management practices, helping the organization connect data, insights, and actions to improve experiences for both customers and employees.
With a background spanning customer success, product strategy, and operations, Dan has a proven track record of building high-performing teams, creating scalable systems, and driving business impact across industries. His expertise includes aligning cross-functional teams around shared goals, coaching emerging leaders, and developing customer-centric frameworks that unlock measurable value.
Before joining CHG, Dan held leadership roles in customer success, product, and journey management at companies ranging from startups to global enterprises. He also co-founded and scaled a SaaS business, where he oversaw product development, strategy, and enterprise partnerships. His career reflects a passion for connecting the dots between customer needs, business strategy, and technology-driven solutions.
Dan Sullivan
Director of Journey Management at CHG Healthcare
Dan Sullivan is an experienced leader in customer success, journey management, and digital transformation. At CHG Healthcare, he leads the development and implementation of enterprise-wide journey management practices, helping the organization connect data, insights, and actions to improve experiences for both customers and employees.
With a background spanning customer success, product strategy, and operations, Dan has a proven track record of building high-performing teams, creating scalable systems, and driving business impact across industries. His expertise includes aligning cross-functional teams around shared goals, coaching emerging leaders, and developing customer-centric frameworks that unlock measurable value.
Before joining CHG, Dan held leadership roles in customer success, product, and journey management at companies ranging from startups to global enterprises. He also co-founded and scaled a SaaS business, where he oversaw product development, strategy, and enterprise partnerships. His career reflects a passion for connecting the dots between customer needs, business strategy, and technology-driven solutions.
Sessions
Charting a course to strategic alignment
How do you turn journey maps into more than just pictures on a wall—and use them to drive alignment, prioritization, and impact across the business?
At CHG Healthcare, journey management is helping teams work smarter, not harder. In this candid case study, Dan Sullivan (Director of Journey Management) and Brian Reed (VP of Experience Design) share how their team brought product, marketing, and operational teams together around a shared view of the customer experience—and how that alignment translated into faster decisions, better focus, and measurable results.
You’ll get a behind-the-scenes look at how CHG built a fully immersive journey exhibit that inspired action at every level of the organization. From tackling service fragmentation to accelerating time-to-value for internal teams, they’ll share the early wins and hard lessons of embedding journey thinking into a fast-paced, high-stakes business.
This session is for anyone working to bridge insight and execution: whether you’re building new capability, looking to scale CX across departments, or trying to make the case for journey management in a business that’s already stretched thin. Expect practical advice, honest reflections, and a clear-eyed view of what it really takes to move from insight to impact.
Design leadership
Journeys & ecosystems