Consultant-Experience Design Intermediate

Indiana University Health System • Indianapolis, IN

2d • Hybrid

About The Position

Indiana University Health is seeking individuals who embody values of excellence, compassion, teamwork, and purpose to join their Patient Experience team in the role of Intermediate Consultant-Experience Design. This role supports care through a diverse portfolio of System Health Solutions (SHS), which includes ambulatory surgery centers, urgent care, virtual care, physical therapy, and other outpatient services. The ideal candidate will be comfortable with some travel and working a hybrid schedule (3 days onsite, 2 days remote). The role involves supporting and executing the customer experience strategic plan by developing and implementing system resources, creating project plans, timelines, and goals for frameworks and tools, conducting research, benchmarking, and competitive analysis, and facilitating cross-functional workgroups to ensure consistent application of experience capabilities.

Requirements

• Bachelors Degree Required.
• 3-5 years of relevant experience.
• Experience with matrix organization and complex work environment.
• Experience exhibiting professional judgment and diplomacy in handling unexpected problems and frequent interruptions.

Nice To Haves

• Degree in Service Management, Business, or healthcare or service related field preferred.
• Master Preferred.
• Experience in a service or healthcare related industry preferred.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level