Experience Design Strategist - Metro Patient Experience

IU Health; Indianapolis (IN); On-site; USD 110,000 - 165,000; Full time

Job summary

Indiana University Health seeks a Sr. Consultant - Experience Design to advance patient and family experience across the IU Health Metro region.

You will translate data into actionable countermeasures, guide operational managers and physician leaders, and lead improvement projects with a focus on patient-centered care. This role requires travel across the metro, collaboration across care settings, and coaching of leaders and frontline staff using change management and experience design best

Qualifications

• Bachelor's degree required; 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.

Responsibilities

• Review qualitative and quantitative patient experience data from Power BI dashboards to identify themes, gaps, and barriers across assigned metro hospitals and care settings.
• Serve as the patient experience subject matter expert for operational managers and physician leaders, developing targeted countermeasures when data reveals a performance gap.
• Carry out improvement projects in partnership with Operational Excellence teams using project management and change management disciplines.
• Coach leaders and frontline team members on patient experience best practices, including meaningful rounding and check-in conversations.
• Facilitate cross-functional work groups to hardwire mature experience capabilities and practices consistently across all points of care.
• Support and execute the customer experience strategic plan through development and implementation of resources aligned with core capabilities.
• Develop project plans, timelines, and goals to deliver frameworks and tools that enable consistent application of experience design practices.
• Conduct research, benchmarking, and competitive analysis for projects related to core capabilities and apply Voice of the Customer methodology.

Skills

Data analysis

Customer experience

Stakeholder management

Project management

Education

Bachelor's degree

Master's degree preferred

Tools

Power BI

Job description

Indiana University Health seeks a Sr. Consultant - Experience Design to advance patient and family experience across the IU Health Metro region.

You will translate data into actionable countermeasures, guide operational managers and physician leaders, and lead improvement projects with a focus on patient-centered care. This role requires travel across the metro, collaboration across care settings, and coaching of leaders and frontline staff using change management and experience design best