Senior Consultant- Experience Design (North Region)

About the role

Indiana University Health is seeking a Senior Consultant- Experience Design to support the North Region, which includes IU Health Ball and IU Health Arnett along with hospitals and outpatient facilities across multiple counties. The role involves supporting and executing the customer experience strategic plan, developing project plans, facilitating cross-functional work groups, and ensuring consistent application of core capabilities.

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 plan's core capabilities.
• Responsible for research, benchmarking, and competitive analysis for projects related to core capabilities and consistently models 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.

Qualifications

• Bachelor’s Degree Required. A Degree in Service Management, Business, or healthcare-related field preferred.
• Masters Preferred.
• 5-7 years of relevant experience.
• Experience in service or healthcare related industry preferred.
• Experience with matrix organization and complex work environment.
• Experience exhibiting professional judgment and diplomacy in handling unexpected problems and frequent interruptions.