Consultant-Experience Design Senior

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

Core Competencies

• Human-centered mindset
• Patient-centered care
• Empathy, listening, 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 through the development and implementation of system resources consistent with the core capabilities and practices identified in the plan.
• Develops project plans, timelines, and goals to deliver frameworks and tools that enable consistent application of the plan's core capabilities.
• Conducts research, benchmarking, and competitive analysis for projects related to core capabilities, consistently modeling the use of Voice of the Customer to inform experience design deliverables.
• Facilitates cross-functional work groups to hardwire mature experience capabilities and practices consistently across all points of care.

Requirements

• Bachelor’s Degree (required). A degree in Service Management, Business, or a healthcare-related field is preferred.
• Master’s Degree (preferred).
• 5-7 years of relevant experience.
• Experience in a service or healthcare-related industry (preferred).
• Experience working in a matrix organization and complex work environment.
• Demonstrated professional judgment and diplomacy in handling unexpected problems and frequent interruptions.

Schedule

Hybrid schedule: 3 days onsite and 2 days remote. Some travel may be required.

About Indiana University Health

IU Health is the largest health system in Indiana, with nearly 40,000 team members, 15 hospitals, and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics, and transplants have received national recognition for quality patient care. In partnership with the Indiana University School of Medicine, IU Health brings together highly skilled physicians, researchers, and educators to provide world-class care and improve health outcomes across Indiana.