Consultant-Experience Design Senior

Senior Consultant- Experience Design (System Health Solutions)

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They 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 Patient Experience team in the role of Senior Consultant-Experience Design.

System Health Solutions (SHS) is a business unit focused on providing access to high quality, coordinated and affordable care, and improving the health and wellbeing of the communities IU Health serves. 

This role supports care through a diverse portfolio of SHS that includes ambulatory surgery centers, urgent care, virtual care, physical therapy and other outpatient services that extend IU Health's reach beyond the hospital setting. The ideal candidate will be comfortable with some travel and working a hybrid schedule 3 days onsite and 2 days remote.

Core Competencies

Human-centered mindset

• Patient-centered care
• Empathy, listening, qualitative insight
• Behavioral and cultural change

Data + insight translation

• Turning data into actionable recommendations
• Combining quantitative + qualitative inputs
• Storytelling with data

Facilitation & influence

• Coaching leaders
• Leading group discussions and alignment
• Navigating stakeholders and power dynamics

Systems thinking

• Understanding interdependencies across teams
• Scaling solutions across departments
• Identifying structural barriers

Role Responsibilities

• Supports and executes the customer experience strategic plan through the development and implementation of system resources consistent with the core capabilities and practices identified in the plan. 
• Develops project plans, timelines, and goals to deliver frameworks and tools that enable consistent application of plan's core capabilities. 
• Responsible for research, benchmarking and competitive analysis for projects related to core capabilities and consistently models the use of Voice of the Customer to inform experience design deliverables.
• Facilitates cross functional work groups to hardwire mature experience capabilities and practices consistently across all points of care.

Candidate Qualifications

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

• Bachelor’s Degree Required. A 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.

Key Relationships

Reports to: Director-Experience Design Application-Regional

Direct Reports: None

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.