Sonny Angus

About Sonny Angus

Consumer-obsessed growth executive with CXO–VPO/GM blend, reinforced by a 20+ year reputation for aligning people, advanced analytics, and operations excellence to accelerate enterprise transformation in regulatory environments (FDA, CMS, TJC, HIPAA).EXECUTIVE IMPACT SNAPSHOT $380M+ P&L leadership | Turned $1.5M loss into $9.4M profit | 5.3% EBITDA growth 23.3% patient satisfaction gains |+30% hospital retail sales growth |$1.3M Value-Based Care reimbursement 24.7% digital consumer engagement increase via AI-powered, omnichannel transformation AREAS OF LEADERSHIP & EXPERTISE General Management — Multi-Brand Portfolio Strategy, Multisite P&L, EBITDA Growth Patient Experience & Engagement, Sales, Marketing, Brand Strategy Healthcare AI, Data, & Advanced Analytics — Insights-driven strategy & performance improvementWHY I DO WHAT I DO — A TRAGIC LOSS AND A NEW MISSIONMy passion for service excellence began at The Ritz-Carlton, where I mastered how to build an organizational culture in which **employees go beyond the boundaries of imagination to deliver on customers’ unexpressed wishes and needs.** After losing my mother to cancer and witnessing gaps in her care, I committed to making healthcare work better for more people. Today, I unite behavioral science, AI, data, and hospitality-driven experience design to advance human-centered care and future-ready consumer strategy.WHAT IT’S LIKE TO PARTNER WITH MEI’m a collaborative change agent who builds high-performing teams and trusted business partnerships. I excel at analyzing data to map current state, identify gaps, and offer solutions to solve complex challenges. GLOBAL LEADERSHIPRecognized as a Top 100 Global Chief Customer Officer, I build high-reliability organizations (HRO), inspire cross-functional teams, and drive transformative growth across commercial, regulatory, and cultural landscapes.

Experience

1. Chief Experience Officer (Cxo)

   Baystate Health

   Jan 2023 — Present · US

   Lead the enterprise-wide strategy, design, and execution of consumer & patient experience. Partnering with executive leadership, clinical teams, and drive a culture of excellence, ensuring that experience design and improvement strategies align with organizational goals and enhance care delivery across hospitals, medical practices, and home health services. Key Leadership Responsibilities: Enterprise Strategy & Transformation: Establish the overarching vision and define strategic imperatives for elevating the patient, family, and provider experience, ensuring alignment with Baystate Health’s mission and long-term objectives. Executive Influence & Stakeholder Engagement: Collaborate with the C-suite, clinical and operational leaders, and key stakeholders—to integrate human-centered design principles and consumer engagement strategies. Culture & Leadership Development: Foster a high-performance culture of compassion, trust, and accountability by coaching leaders and frontline teams to enhance service excellence and patient-centered care. Data-Driven Insights & Performance Management: Oversee experience measurement, leveraging real-time analytics, dashboards, and predictive modeling to monitor and enhance patient satisfaction, operational efficiency, and quality outcomes. Governance & Accountability: Implement system-wide accountability structures and communication frameworks to drive engagement, ensure continuous improvement, and position Baystate Health as a leader in consumer-centric healthcare.

Education

• Harvard Business School

  Global Business Management

• Aix-Marseille University

  Master of Business Administration - MBA

• The Ritz-Carlton Leadership Center

  Leadership Excellence; Customer Experience; Brand Management; Workforce Management

• Harvard University

  Health Economics

• Marriott International

  Human Resources Management, Brand Management, International Business, Customer Experience Management

• Dale Carnegie Training

  Organizational Leadership, Change Management, Employee Engagement, Consumer Experience

Skills

• Hospitality Management
• Resorts
• P&L Management
• Strategy
• Restaurants
• Contract Negotiation
• Process Scheduler
• Hospitality
• Customer Satisfaction
• Training
• Hiring
• Property Management Systems
• Budgeting
• Sales
• Forecasting
• Managerial Finance
• Recruiting
• Leadership Development
• Capital Budgeting
• Budgets
• Front Office
• Revenue Analysis
• Change Management
• Team Building
• Management
• Executive Management
• Business Planning
• Operations Management
• Strategic Planning
• Employee Relations
• Operational Excellence
• Leadership
• Project Management
• Hotel Management
• Purchasing
• Inventory Management
• Rooms Division
• Customer Service Excellence
• Hotels
• P&L