Director, Consumer Experience

Intermountain Health•Dayton, OH

2d•$67 - $104•Onsite

About The Position

The Director of Consumer Experience (CX) reports to the Assistant Vice President (AVP) of Consumer Experience and serves on the Consumer Experience (CX) leadership team. The role provides strategic leadership to advance a systemwide consumer experience strategy across Intermountain Health and ensure the consumer perspective is embedded in enterprise priorities and decisions. In partnership with cross-functional leaders, this position enables the organization to translate consumer insight into measurable experience improvement by aligning stakeholders, guiding experience programs, and tracking progress against enterprise goals and key performance indicators.

Requirements

Bachelor’s degree in Design, Organizational Design, or a related social science field involving consumer insight skills and critical thinking. Education must be obtained through an accredited institution. Degree will be verified.
Six years of experience leading human-centered design projects.
Ten years of experience using design thinking.
Strong understanding of analytics and research, and their application to developing, evaluating, and refining consumer experience activities.
Experience using a wide variety of CX tools and channels in the design and delivery of consumer experiences.
Strong interpersonal and organizational skills.
Experience performing under stress and managing competing priorities and meeting deadlines.
Excellent writing, editing, interviewing, counseling, and design knowledge.
Experience working independently and effectively without close supervision, while consulting and coordinating with other management team members or stakeholders.
Experience communicating, collaborating, and analyzing data in a high-stress environment.

Nice To Haves

Master’s degree in Design, Organizational Design, or a related social science college major involving consumer insight skills and critical thinking.
Experience working within a hospital or ambulatory clinical area, or an understanding of both in and out-patient workflows and processes.
Multi-disciplinary knowledge of health care related project development and research strategies.
Experience using multi-media presentation, graphics, and desktop publishing applications.

Responsibilities

Leads CX teams to establish an enterprise consumer experience strategy and framework that guides how consumer insights, feedback, and experience performance inform organizational decision-making and prioritization.
Ensures consumer experience insights and feedback are accessible, understandable, and actionable across the enterprise, enabling teams to respond at the speed of business.
Partners closely with the AVP of Consumer Experience to align priorities, activate insights, and maximize enterprise impact.
Provides strategic and directional guidance on projects and key deliverables, leads proposal efforts, and manages strategic stakeholder relationships.
Works closely with CX teams to drive engagement and experience scenarios that leverage insights, track KPIs, and frame recommendations for leadership.
Oversees the prioritization, scoping, and execution of consumer experience initiatives to ensure alignment with enterprise strategy and available resources.
Serves as CX liaison to Intermountain leaders, providing leadership on CX strategies and tactics, and participating in organizational decision-making.
Builds strong and collaborative partnerships.
Influences cross-organizational alignment by identifying what matters most to consumers and translating those insights.
Identifies emerging market trends and opportunities, and leads CX Design team to bolster, enhance, or recommend consumer-driven responses.