Consumer Experience Design Manager

Memorial Hermann Health System•West, TX

8d•Hybrid

About The Position

The Consumer Experience Design Manager will be responsible for the design and oversight of consumer journeys and partner local and system level stakeholders to ensure the new vision is scaled accordingly. The incumbent will collaborate with cross-functional teams to find meaningful human-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. Reports to the Director, Consumer Experience Design. The Consumer Experience Design Manager partners with operational and executive leaders to improve human-centered experiences across Memorial Hermann through research, journey mapping, process improvement, and service design. 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. Healthcare experience is strongly preferred, clinical experience is a significant plus, and familiarity with Epic (reporting and/or workflows) and Lean Six Sigma methodology are highly valued. 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

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.
Proficient in design and/or journey mapping and visualization software.

Nice To Haves

Master’s Degree preferred.
Healthcare experience strongly preferred, with a deep understanding of patient experience and clinical workflows.
Direct clinical experience (e.g., nursing, allied health) is a significant plus.
Experience in consumer experience, service design, and process improvement, with proficiency in journey mapping, visualization, and design-thinking tools.
Ability to analyze and interpret consumer feedback and survey data (e.g., Qualtrics).
Understanding or technical experience with Epic, particularly reporting and/or workflow design/build.
Lean Six Sigma certification (Green Belt or higher preferred) or demonstrated experience applying Lean Six Sigma methodologies to process improvement.
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 optimization.
Strong relationship-building skills with the ability to influence without direct authority.
Comfortable working in ambiguous, fast-paced environments with multiple priorities.

Responsibilities

Design and oversight of consumer journeys.
Partner local and system level stakeholders to ensure the new vision is scaled accordingly.
Collaborate with cross-functional teams to find meaningful human-centered solutions to problems—building buy-in and consensus along the way.
Conduct design research, gather insights, and analyze data to design best-in-class experiences and transformational strategies.
Partner with operational and executive leaders to improve human-centered experiences through research, journey mapping, process improvement, and service design.
Analyze consumer feedback and experience data, identify opportunities to optimize workflows, facilitate stakeholder collaboration, and support the implementation of solutions that enhance patient and caregiver experiences.
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.
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.
Demonstrate commitment to caring for every member of our community by creating compassionate and personalized experiences.
Model Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.