Senior Experience Design Consultant - Patient Experience

Indiana University Health System; Indianapolis (IN); On-site; USD 90,000 - 120,000; Full time

Job summary

Indiana University Health in Indianapolis is seeking a Sr. Consultant - Experience Design to advance patient experience across multiple metro hospitals.

You will translate patient experience data into actionable recommendations and lead improvement projects in partnership with Operational Excellence. The role requires travel across the metro, matrix leadership, and coaching of leaders and frontline staff on patient experience best practices, with a focus on meaningful rounding and effective

Qualifications

• Bachelor's degree in service management, business, or healthcare-related field.
• Master's degree preferred.
• 5–7 years of relevant experience.
• Experience in service or healthcare industry preferred.
• Experience with matrix organization and complex work environment.
• Experience exhibiting professional judgment and diplomacy in handling unexpected problems.

Responsibilities

• Interpret patient experience data from Power BI to identify themes and gaps.
• Partner with managers and physician leaders to develop targeted countermeasures.
• Lead improvement projects with Operational Excellence using project/change management.
• Coach leaders and frontline staff on patient experience best practices.
• Facilitate cross-functional groups to embed experience capabilities.
• Develop resources aligned with core capabilities and strategic plans.
• Create project plans and timelines to standardize experience design.
• Conduct research, benchmarking, and Voice of the Customer to inform deliverables.

Skills

Strategic thinking

Data interpretation

Cross-functional collaboration

Communication skills

Education

Bachelor's degree in service management/business/healthcare

Master's degree

Tools

Power BI

Job description

Indiana University Health in Indianapolis is seeking a Sr. Consultant - Experience Design to advance patient experience across multiple metro hospitals.

You will translate patient experience data into actionable recommendations and lead improvement projects in partnership with Operational Excellence. The role requires travel across the metro, matrix leadership, and coaching of leaders and frontline staff on patient experience best practices, with a focus on meaningful rounding and effective