Customer Experience Education Specialist

Description

Shape the Future of Patient Experience Through Education! MercyOne is seeking a creative, strategic, and passionate Regional Patient Experience Education Specialist to design impactful learning experiences that inspire exceptional patient care across our ministries. In this role, you will transform patient experience insights, organizational priorities, and data-driven opportunities into engaging, scalable education programs that drive meaningful behavior change and improve patient-centered outcomes. You will leverage instructional design expertise, storytelling, multimedia content creation, and innovative learning technologies to build educational experiences that support our Mission and service excellence standards. If you're energized by developing learning solutions, creating engaging digital content, and influencing organizational culture through education, we'd love to hear from you.

What You'll Do

• Instructional Design & Content Development
• Create comprehensive patient experience education programs, including instructor-led training, e-learning modules, microlearning, and educational toolkits.
• Create engaging multimedia learning content, including videos, interactive learning modules, and digital resources.
• Translate patient experience data, feedback, and strategic priorities into practical learning solutions.
• Apply adult learning principles and instructional design best practices to maximize learner engagement and retention.
• Ensure all educational materials align with MercyOne's Mission, Values, and service excellence standards.
• Digital Learning & Technology
• Utilize Microsoft 365 and learning management platforms to deploy, manage, and evaluate education initiatives.
• Develop video-based learning content, including scripting, recording, and editing.
• Create scalable and accessible learning solutions that support multiple MercyOne ministries.
• Maintain and enhance digital resource libraries and educational content repositories.
• Design, develop, and maintain the Customer Experience SharePoint site and educational resource hub.
• Education Strategy & Innovation
• Partner with patient experience leaders to identify organizational learning needs.
• Develop standardized education programs while supporting local ministry customization.
• Research emerging learning technologies, instructional design trends, and healthcare experience best practices.
• Introduce innovative learning strategies such as storytelling, microlearning, simulations, and interactive experiences.
• Program Evaluation & Continuous Improvement
• Measure program effectiveness through learner feedback, data analysis, and patient experience outcomes.
• Continuously improve content and delivery methods based on organizational needs and performance metrics.
• Leverage analytics and reporting tools to optimize learner engagement and education outcomes.
• Collaboration & Consultation
• Serve as a learning design consultant for leaders and departments developing patient experience initiatives.
• Partner with clinical, operational, and human resources teams to ensure educational alignment across the organization.
• Support leaders in integrating patient experience standards into daily workflows through education.

Required Qualifications

• Bachelor's degree in Instructional Design, Education, Organizational Development, Healthcare Administration, Communications, Learning & Development, or a related field.
• Experience designing, developing, and delivering educational content, curriculum, training programs, or learning solutions.
• Strong written, verbal, presentation, and project management skills.
• Ability to manage multiple projects and priorities while meeting deadlines.
• Strong relationship-building and collaboration skills with stakeholders at all levels of the organization.
• Demonstrated ability to influence change and drive engagement through education.

Preferred Qualifications

• 3-5 years of experience in instructional design, learning and development, education program development, organizational development, patient experience, or healthcare education.
• Experience developing digital learning content, e-learning modules, microlearning, and multimedia training materials.
• Experience with Microsoft 365, SharePoint, Learning Management Systems (LMS), and digital collaboration tools.
• Experience with video production, editing, and learning technology platforms.
• Knowledge of adult learning theory, instructional design methodologies, and curriculum development.
• Healthcare, patient experience, customer experience, or service excellence experience preferred.