Senior Customer Design & Technology Consultant

Banner Health; Phoenix (AZ); Remote; USD 6,453,000 - 10,754,000; Full time

Job summary

Banner Health remote opportunity seeks a high-level strategic contributor to design and implement customer-obsessed digital products. You will act as a super user and evangelist, guiding cross-functional teams to deliver scalable solutions across departments and IT.

You will translate business needs into actionable requirements, analyze current processes, and partner with leadership to drive improvements and dashboards. Strong communication and public speaking are essential.

Qualifications

• Bachelor's degree in business, technology, engineering, or related field and 5–7 years in customer or operations tech.
• Strong ability to translate technical concepts for leaders and non-technical audiences.
• Excellent communication and public speaking skills; conflict management and relationship building.

Responsibilities

• Serve as primary liaison between business and technical partners; prioritize stakeholder requirements.
• Document needs into actionable designs and scalable technical solutions; map processes.
• Design workflows that are reliable, scalable and cost-efficient; drive momentum with leaders.
• Analyze current tech stack and research market products to close gaps.
• Track complex deliverables; help design dashboards and scorecards to monitor progress.
• Translate designs into requirements; ensure changes align with customer experience scope.

Skills

Technical knowledge

Business knowledge

Public speaking

Communication

Stakeholder management

Education

Bachelor's degree in business/tech/engineering

Tools

CRM systems

Databases

Email/Text automation

EHR systems

Job description

Department Name:CEC-Digital Front DoorWork Shift:DayJob Category:Marketing and CommunicationsHealth care is constantly changing, and at Banner Health, we are at the front of that change. We are leading health care to make the experience the best it can be. We want to change the lives of those in our care – and the people who choose to take on this challenge. If changing health care for the better sounds like something you want to be part of, we want to hear from you.This role offers a dynamic blend of independent work and collaborative teamwork within a high-performing, close-knit department. Team members enjoy significant responsibility, autonomy, and freedom while also working in close coordination with their leader and colleagues to achieve shared goals.The team consists of 14 professionals spanning a range of roles, including:ConsultantsSenior ConsultantsProgram DirectorsDirectorsThe department supports improvement efforts across all four Revenue Cycle teams and maintains direct engagement with Access leadership, creating a broad and highly visible scope of influence across the organization.This is a fast-paced, varied role where no two days are identical. A typical day may include:Managing complex, multi-faceted projects from initiation through completionDeveloping and delivering compelling presentations for leadership audiences at all levelsShadowing operational teams to observe and document current-state processes firsthandResearching industry best practices to inform recommendations and solutionsCollaborating with cross-functional system resources, including IT, data, and analytics teams, to drive objectives forwardInterfacing with all levels of leadership — from front-line managers to senior executives — requiring strong communication and relationship-building skillsCoordinating closely with team members and leadership to align priorities and ensure project momentumLocation: Remote- – M-F 8-5Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.POSITION SUMMARYThis position is a high-level strategic contributor that serves as the super user, designer, problem solver, and evangelist of key customer experience technology products. Acts independently or as a leader of a team to design, redesign and implement customer-obsessed processes and digital products that will transform the way Banner does business today and in the future. This position must be an expert at the technologies used to deliver those experiences and be deeply familiar with the databases and data flows that make those experiences possible. This position leads cross functional teams that dictate how, when, and where technologies are used.CORE FUNCTIONS1. Serves as the primary liaison between business and technical partners. Maintain relationships with leaders and stakeholders across multiple departments, including customer experience channels, clinic operations, hospital operations, service line leaders, digital business, IT, data warehouse, and Human Resources. Will intake and prioritize requirements from all stakeholders and communicate appropriately.2. Translates and documents customer needs into actionable designs and business requirements. Understands root cause issues with current operational processes and develops new processes and scalable technical solutions that lead to reliable positive outcomes. Defines, documents, and designs required changes to resolve system and process deficiencies. Completes discovery and analysis on current state processes in the customer experience process to document gaps and opportunities for improvement. This is done through observation, interviews, process mapping, customer journey diagrams, data flows, and other tools.3. Designs workflows and operational processes that deliver the best experience while reducing costs, unnecessary work, and manual intervention. Designs must be highly reliable, scalable, and able to handle disruptions and variability in both volume and complexity.4. Conducts technical product analysis and reviews what the currently owned technology is doing, what it could do, and identify what gaps may be present in the current technology stack. Will conduct research on products and technologies in the market that may better solve the problem.5. Identifies, investigates, tracks, and resolves complex project deliverables ensuring the solution is timely and of acceptable quality. Collaborates with key stakeholders to design, develop and implement scorecards and dashboards metrics to monitor ongoing progress.6. Translates and documents designs into actionable business requirements. Understands root cause issues with current operational processes and develops new processes and scalable technical solutions that lead to reliable positive outcomes. Defines, documents, and designs required changes to resolve system and process deficiencies. Maps user and customer experiences and requirements back to the external inputs to confirm fit with desired scope and preferences of our customers.MINIMUM QUALIFICATIONSMust possess a strong technical and business knowledge as typically obtained through the completion of a bachelor's degree in business, technology, engineering, or a related field and at least five to seven years of experience in the customer or operations technology field.Strong experience in designing and using technical products, using databases, customer relationship management data, email/text automation, or electronic health record systems is a must. Must possess excellent communication skills and the ability to translate technical concepts into digestible terms for business and leader consumption. Must be comfortable with public speaking in front of large audiences. Must demonstrate the ability to deal effectively with conflict and manage relations that balance system needs and entity priorities. Ability to develop a clear, realistic, and actionable vision, as well as provide results-oriented strategic and systems leadership, and ability to effectively and credibly interact with and influence internal and external contacts. Excellent problem solving, analytical skills; detail oriented with the ability to oversee projects from origin through execution.PREFERRED QUALIFICATIONSCertifications in platforms such as Salesforce highly desired. Other certifications in business processes such as Lean, Six Sigma, Scrum, or Agile is a plus. Knowledge/Content management experience using and feature development of CRM applications.Additional related education and/or experience preferred.Estimated Pay Range:$46.84 - $78.06 / hour Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. This range is based on possible base salaries and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained.EEO Statement:EEO/Disabled/VeteransOur organization supports a drug-free work environment.Privacy Policy:Privacy Policy