Consultant-Experience Design Intermediate

Indiana University Health is seeking individuals who embody excellence, compassion, teamwork, and purpose to join the Patient Experience team as an Intermediate Consultant-Experience Design within System Health Solutions (SHS). SHS focuses on providing access to high-quality, coordinated, and affordable care while improving the health and wellbeing of the communities IU Health serves. This role supports a diverse portfolio of outpatient services, including ambulatory surgery centers, urgent care, virtual care, physical therapy, and more.

The ideal candidate will work a hybrid schedule (3 days onsite, 2 days remote) and be comfortable with some travel.

Core Competencies

• Human-centered mindset
• Patient-centered care
• Empathy, listening, and qualitative insight
• Behavioral and cultural change
• Data + insight translation (turning data into actionable recommendations)
• Combining quantitative + qualitative inputs
• Storytelling with data
• Facilitation & influence
• Coaching leaders
• Leading group discussions and alignment
• Navigating stakeholders and power dynamics
• Systems thinking (understanding interdependencies across teams)
• Scaling solutions across departments
• Identifying structural barriers

Responsibilities

• Supports and executes the customer experience strategic plan by developing and implementing system resources aligned with core capabilities and practices.
• Develops project plans, timelines, and goals to deliver frameworks and tools that enable consistent application of the strategic plan.
• Conducts research, benchmarking, and competitive analysis for projects related to core capabilities, consistently using Voice of the Customer to inform experience design deliverables.
• Facilitates cross-functional work groups to hardwire mature experience capabilities and practices across all points of care.

Qualifications

• Bachelor’s degree required (degree in Service Management, Business, or a healthcare/service-related field preferred).
• Master’s degree preferred.
• 3–5 years of relevant experience.
• Experience in a service or healthcare-related industry preferred.
• Experience working in a matrix organization and complex environments.
• Demonstrated professional judgment and diplomacy in handling unexpected problems and frequent interruptions.

Key Relationships

Reports to: Director-Experience Design