Customer Experience Analyst Intermediate (REMOTE)

University Of Michigan (The Regents @ Ann Arbor) • Ann Arbor, MI

412d • Hybrid

About The Position

The Health Information Technology & Services (HITS) department at Michigan Medicine is seeking a Customer Experience Analyst Intermediate to join our team. This is a unique opportunity to shape communication strategies and change initiatives that impact thousands of employees and healthcare professionals. You will collaborate with the Clinical & Revenue Cycle Portfolio Change Management Lead and internal partners including physicians, nurses, and other clinical staff to conduct audience research and develop communication strategies that promote adoption. Through thoughtful content creation and stakeholder engagement, you will help shape a positive user experience during periods of transition.

Requirements

• Bachelors degree or equivalent combination of education and experience
• 2-3 years of experience

Nice To Haves

• Excellent written and verbal communication skills; ability to tailor messages for diverse audiences.
• Strong interpersonal and stakeholder engagement skills.
• Familiarity with strategic communication or organizational change management methodologies.
• Ability to work independently and collaboratively in a remote environment.
• Strong organizational skills, with the ability to manage multiple projects.
• Comfortable adapting to change and open to constructive feedback.
• Proven ability to meet deadlines and thrive in a fast-paced environment.
• Self-motivated, detail-oriented, and reliable in follow-through on commitments.

Responsibilities

• Partner with senior team members to plan and implement change management strategies targeting clinicians, researchers, and healthcare professionals.
• Support the development of audience-specific communication plans, ensuring alignment with strategic goals.
• Create and maintain internal communications content, including announcements, web content, targeted email, newsletters, presentations, and executive talking points.
• Conduct audience research, interviews, and impact assessments to understand the unique needs of healthcare providers and inform communication strategies.
• Develop strategies to engage key stakeholders and align them with upcoming changes.
• Monitor and measure the effectiveness of communication strategies, adjusting as needed.
• Identify and mitigate risks associated with organizational changes.
• Help educate sponsors on their roles in driving change and provide them with communication tools.
• Contribute to decision-making processes related to communication and change management.
• Monitor the execution of change initiatives and assist in fine-tuning strategies for sustained adoption.

What This Job Offers

• Career Level: Entry Level
• Industry: Educational Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees