Sr. Consultant - Experience Design

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

Sr. Consultant - Experience Design

Our team members advance our mission and exemplify excellence, compassion, teamwork, and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Nursing Administration team in the role of Sr. Consultant - Experience Design.

We are seeking a strategic, data fluent, and human centered patient experience professional to join the Metro Patient Experience. This is a new position created as part of a recent reorganization that consolidated facility-level patient experience functions into a single Metro team covering Downtown, West, and North Fishers. The Senior Consultant serves as a subject matter expert and strategic partner to operational managers and physician leaders across four to five metro hospitals, interpreting patient experience data to identify themes and gaps, translating findings into actionable recommendations, and executing improvement projects in partnership with Operational Excellence. The role requires regular travel across the metro and the ability to lead through influence rather than authority across a wide range of care settings including ED, inpatient, and outpatient.

Key Relationships

Reports to: Director, Experience Design Application – Regional

Direct reports: None

Shift: Full time, Monday – Friday, onsite

Location: Indianapolis, IN

The Scope:

• Reviewing and interpreting qualitative and quantitative patient experience data from Power BI dashboards to identify themes, gaps, and barriers across assigned metro hospitals and care settings
• Serving as the patient experience subject matter expert for assigned operational managers and physician leaders, developing targeted countermeasures when data reveals a performance gap
• Carrying out improvement projects in partnership with Operational Excellence teams using project management and change management disciplines
• Coaching leaders and frontline team members on patient experience best practices, including meaningful rounding, check-in conversation techniques, and everyday patient connection behaviors
• Facilitating cross functional work groups to hardwire mature experience capabilities and practices consistently across all points of care
• Supporting and executing the customer experience strategic plan through the development and implementation of resources aligned with core capabilities
• Developing project plans, timelines, and goals to deliver frameworks and tools that enable consistent application of experience design practices
• Conducting research, benchmarking, and competitive analysis for projects related to core capabilities and consistently applying Voice of the Customer methodology to inform experience design deliverables

Candidate Qualifications

Candidates for this position will be evaluated according to the following criteria and competencies.

• Bachelors 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.

The "DNA" for Success

Human Centered by Nature:You lead with empathy, listen before acting, and bring a genuine feel for patient centered care to everything you do.

Data to Action:You read patient experience data, identify what matters, and translate it into a clear recommendation a leader can act on.

Influencer Without Authority:You work across operational, clinical, and administrative stakeholders with competing priorities in different care settings.

Project and Change Management Capable:You plan the work and work the plan. You bring structure to improvement efforts, manage timelines, and shepherd change through organizations.

Coach and Connector:You are as comfortable coaching a frontline team member on a patient check-in conversation as you are presenting countermeasures to a physician leader.

Adaptable Across Care Settings:You learn the nuances of each setting on the job and bring the same structured improvement thinking to all of them.

Mission Connected:Patients and families are at the center of everything this team does. You feel the weight of that and it shows in how you show up every day.

Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.

IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.

Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.