Director-Experience Design Application, Regional (Patient Experience)

Indiana University Health System • Indianapolis, IN

5d

About The Position

Indiana University Health is seeking a Director of Experience Design Application (Patient Experience) for Riley Hospital. The director works directly with the regional or business unit executive team and the system Experience Design team to assess, communicate, and drive performance and create change throughout the organization. The role manages the design, application, and performance monitoring of experience initiatives that support a person-centered experience and the IU Health system experience strategic plan. The director supports the execution and standardization of experience-related tactics within their area of responsibility and ensures that experience performance metrics are incorporated into transformational improvement efforts. The role amplifies the Voice of the Customer to drive experience improvements and applies tools, frameworks, and methodologies that support the IU Health experience.

Requirements

• Bachelor’s degree required.
• 7–10 years of relevant leadership experience.
• Knowledge of 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 a related field preferred.
• Master’s degree preferred.
• Experience in a service- or healthcare-related industry preferred.

Responsibilities

• Work with the regional or business unit executive team and system Experience Design team to assess, communicate, and drive performance.
• Create change at all levels of the organization.
• Manage the design, application, and performance monitoring of experience initiatives.
• Support a person-centered experience and the system IU Health experience strategic plan.
• Support execution and standardization of 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 experience improvements.
• Apply tools, frameworks, and methodologies that support the system IU Health experience.

What This Job Offers

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