Director-Experience Design Application, Regional (Patient Experience)

Indiana University Health System • Avon, OH

2d

About The Position

Indiana University Health is seeking individuals who embody values of excellence, compassion, teamwork, and purpose to join its leadership team as the Director of Experience Design Application, Regional. This role involves working directly with regional or business unit executive teams and the system Experience Design team to assess, communicate, and drive performance, fostering change across the organization. The Director will manage the design, application, and performance monitoring of experience initiatives that promote a person-centered experience and align with the system's strategic plan. Key responsibilities include supporting the execution and standardization of experience-related tactics, ensuring experience performance metrics are integrated into improvement efforts, and amplifying the Voice of the Customer to drive improvements. This leader must understand the application of tools, frameworks, and methodologies that support the IU Health experience system.

Requirements

• Bachelor’s Degree Required.
• 7-10 years of relevant leadership experience.
• Knowledge required in patient/customer experience, organizational change management, workforce engagement and performance, surveys, metrics and standards, and data analysis and interpretative skills.

Nice To Haves

• Degree in Service Management, Health Administration, Business Administration, or related field preferred.
• Master’s Degree Preferred.
• Experience in service or healthcare related industry preferred.

Responsibilities

• Assess, communicate, and drive performance of experience initiatives.
• Manage the design, application, and performance monitoring of experience initiatives.
• Facilitate a person-centered experience.
• Support the system IU Health experience strategic plan.
• Support the execution and standardization of all experience-related tactics across the area of responsibility.
• Ensure experience performance metrics are incorporated into transformational improvement efforts.
• Amplify the Voice of the Customer to drive related experience improvements.
• Understand the application of tools, frameworks, and methodologies that support the system IU Health experience.

What This Job Offers

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