Senior Consultant- Experience Design (North Region)

About the role

Indiana University Health is seeking individuals who embody the values of excellence, compassion, teamwork, and purpose to join our Patient Experience team as a Senior Consultant-Experience Design.

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 and offers a comprehensive benefits package including health insurance, retirement plans, and paid time off.

Pay

The salary range for this position is $80,000 - $120,000 annually, commensurate with experience.

Schedule

This role requires a hybrid schedule of 3 days onsite and 2 days remote, with weekly travel to any of the counties in the North Region of Indiana.