Patient Experience Design Lead

Memorial Hermann Health System; Houston, Northern (TX, KY); Hybrid; USD 95,000 - 140,000; Full time

Job summary

Memorial Hermann Health System in Houston is seeking a Consumer Experience Design Manager to lead design research, journey mapping, and service design across patient and caregiver experiences. The role partners with clinical and operational leaders to translate insights into scalable improvements and outcomes across Memorial Hermann locations.

You will facilitate workshops, analyze feedback (Qualtrics), and champion human-centered strategies, with travel to Houston-area sites and a preference

Qualifications

• Bachelor's degree in Design, Communications, Social Science, or related area; Master’s Degree preferred.
• Three years of experience in journey mapping, service/experience design, customer experience strategy or related.
• Experience with design research, stakeholder facilitation, and presenting to executives.

Responsibilities

• Gather and analyze customer feedback to identify pain points.
• Map patient and staff experiences/journeys and processes.
• Facilitate workshops with stakeholder groups to identify pain points and brainstorm solutions.
• Lead consumer testing initiatives to substantiate effectiveness, prove value, and make the business case for scaling across the enterprise.
• Support implementation, including development of goals, execution frameworks, and program evaluation metrics.

Education

Bachelor's degree in Design, Communications, Social Science, or related area

Master’s Degree (preferred)

Tools

Epic

Qualtrics

Lean Six Sigma

Job description

Memorial Hermann Health System in Houston is seeking a Consumer Experience Design Manager to lead design research, journey mapping, and service design across patient and caregiver experiences. The role partners with clinical and operational leaders to translate insights into scalable improvements and outcomes across Memorial Hermann locations.

You will facilitate workshops, analyze feedback (Qualtrics), and champion human-centered strategies, with travel to Houston-area sites and a preference