Senior Consultant- Experience Design (North Region)

About the role

The Senior Consultant- Experience Design role supports and executes the customer experience strategic plan at Indiana University Health, focusing on the North Region including IU Health Ball and IU Health Arnett. This role involves developing project plans, conducting research, facilitating cross-functional work groups, and ensuring consistent application of experience design principles.

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.

Requirements

• 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.

Qualifications

• 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.

Skills

• Human-centered mindset
• Patient-centered care
• Empathy, listening, qualitative insight
• Behavioral and cultural change
• Data + insight translation
• Turning data → 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
• Identifying structural barriers

Benefits

Indiana University Health is an equal opportunity employer. We are committed to a fair hiring process and providing reasonable accommodation to individuals with disabilities. For more information, please contact us.

Pay

Details on pay are not specified in this posting.

Schedule

The ideal candidate will be comfortable with a hybrid schedule of 3 days onsite and 2 days remote, supporting the Indiana University Health North Region which includes IU Health Ball and IU Health Arnett.