Consumer Experience Design Manager

Memorial Hermann Health System • West, TX

4d • Onsite

About The Position

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. This role analyzes consumer feedback and experience data, identifies opportunities to optimize workflows, facilitates stakeholder collaboration, and supports the implementation of solutions that enhance patient and caregiver experiences. Candidates should have healthcare experience, strong project management and process improvement skills, and the ability to influence across diverse stakeholder groups. This position requires regular travel to Memorial Hermann locations throughout the Houston area and candidates must be based in or willing to relocate to Houston.

Requirements

• Must reside in the Greater Houston area and be able to travel to all Memorial Hermann locations.
• Healthcare experience with an understanding of patient experience and clinical workflows
• Experience in consumer experience, service design, journey mapping, or process improvement
• Ability to analyze and interpret consumer feedback and survey data (e.g., Qualtrics)
• Strong project management and implementation skills
• Experience facilitating workshops and collaborating with cross-functional stakeholders
• Excellent communication, storytelling, and presentation skills, including executive-level audiences
• Ability to identify opportunities, solve complex problems, and drive process improvement
• Strong relationship-building skills with the ability to influence without direct authority
• Comfortable working in ambiguous, fast-paced environments with multiple priorities
• Proficiency with journey mapping, visualization, and design-thinking tools
• Bachelor's degree from four-year college or university in Design, Communications, Social Science, or related area.
• 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

Nice To Haves

• Master’s Degree preferred.

Responsibilities

• 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.

What This Job Offers

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