Consumer Experience Design Manager (Service Designer)

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

The Consumer Experience Design Manager will be responsible for the design and oversight of consumer journeys and partner with our implementation team to ensure the new vision is scaled across the system. The incumbent will collaborate with cross-functional teams to find novel, patient-centered solutions to problems—building buy-in and consensus along the way. Responsible for working with patients, caregivers and internal stakeholders to conduct design research, gather insights, analyze data, then design best-in-class experiences and the transformational strategies that will realize them. Typically reports to the Vice President, Consumerism.

Job Description

MINIMUM QUALIFICATIONS

Education:  Required- Bachelor's degree from four-year college or university in Design, Communications, Social Science, or related area. Master’s Degree preferred.

Licenses/Certifications:  (None)

Experience / Knowledge / Skills:

• Three (3) years of experience in journey mapping, service/experience design, customer experience strategy or related experience, training and/or education
• Knowledge of contemporary trends in consumer-focused strategies
• Highly-tuned oral and written communication skills
• Proven ability to communicate complex ideas in a manner easy for others to understand, including storytelling and presentation skills suitable for C-suite executives
• Experience using quantitative and qualitative analysis to drive decision-making 
• Skilled at synthesizing abstract ideas into actionable steps, with a demonstrated ability to think strategically, creatively and pragmatically
• Ability to work with a diverse group of stakeholders, including patients, caregivers, physicians, operational leaders and support staff
• Comfort with ambiguity
• Knowledge of business processes and strong business acumen
• Candidates should be proficient in design and/or journey mapping and visualization software

PRINCIPAL ACCOUNTABILITIES

• Gather and analyze customer feedback to identify and quantify pain points, including shadowing/observing in the field, conducting interviews and designing surveys
• Evaluate and map patient and staff experiences/journeys and processes
• Facilitate workshops with stakeholder groups to identify pain points and brainstorm solutions
• Effectively and confidently design and articulate future-state experiences and present observations and opportunities to Executive leadership
• Lead consumer testing initiatives to substantiate effectiveness, prove value, and make the business case for scaling across the enterprise
• Support implementation, including the development of short- and long-term goals, execution frameworks, and program evaluation metrics
• Build relationships and work closely with leadership to develop a culture of patient-centered problem solving
• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.