Director-Experience Design Application, Regional (Patient Experience)

About the Role

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork, and purpose. The Director of Experience Design Application, Regional works directly with the regional or business unit executive team and the system Experience Design team to assess, communicate, and drive performance, creating change at all levels of the organization.

This leader manages the design, application, and performance monitoring of experience initiatives that facilitate a person-centered experience and supports the system IU Health experience strategic plan. The Director supports the execution and standardization of all experience-related tactics across their area of responsibility and ensures experience performance metrics are incorporated into transformational improvement efforts. This leader amplifies the Voice of the Customer to drive related experience improvements and understands the application of tools, frameworks, and methodologies that support the system IU Health experience.

Key Relationships

Reports to: Vice President-Chief Nursing Officer, Indianapolis Suburban

Responsibilities

• Assess, communicate, and drive performance to create change at all levels of the organization.
• Manage the design, application, and performance monitoring of experience initiatives that facilitate a person-centered experience.
• Support the execution and standardization of all experience-related tactics across the area of responsibility.
• Ensure experience performance metrics are incorporated into transformational improvement efforts.
• Amplify the Voice of the Customer to drive related experience improvements.
• Apply tools, frameworks, and methodologies that support the system IU Health experience strategic plan.

Requirements

• Bachelor’s Degree (Required). Degree in Service Management, Health Administration, Business Administration, or related field preferred.
• Master’s Degree (Preferred).
• 7-10 years of relevant leadership experience.
• Experience in service or healthcare-related industry preferred.
• Knowledge required in patient/customer experience, organizational change management, workforce engagement and performance, surveys, metrics and standards, and data analysis and interpretative skills.

About Indiana University Health

Indiana University Health is unlike any other healthcare system, looking for team members who share the values that matter most. IU Health leaders play a crucial role in advancing the mission of the organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation, and education, and make Indiana one of the nation’s healthiest states.

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. IU Health, in partnership with the Indiana University School of Medicine, brings together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.