Senior Consultant- Experience Design (East)

IU Health•Muncie, IN

2d•Hybrid

About The Position

The Senior Consultant – Patient Experience supports the Regional Director of Experience Design by developing and implementing initiatives to enhance patient experiences. This role involves collaborating with operational leaders to analyze feedback and recommend patient-centered solutions across various healthcare settings, including hospitals and clinics. The ideal candidate has experience in customer success, process improvement, and public speaking. Responsibilities include executing the strategic patient experience plan, developing project plans and tools, conducting research and benchmarking, and facilitating cross-functional teams to embed best practices across care points. The role emphasizes using patient feedback and Voice of the Customer insights to inform experience design and ensure consistent delivery of quality patient interactions.

Requirements

Bachelors Degree Required. Degree in Service Management, Business, or healthcare-related field preferred.
5-7 years of relevant experience.
Experience in service or healthcare related industry preferred.
Experience with matrix organization and complex work environment.
Experience exhibiting professional judgment and diplomacy in handling unexpected problems and frequent interruptions.

Nice To Haves

Masters Preferred.
Experience in customer success
Experience in process improvement
Experience in public speaking

Responsibilities

Executing the strategic patient experience plan
Developing project plans and tools
Conducting research and benchmarking
Facilitating cross-functional teams to embed best practices across care points
Using patient feedback and Voice of the Customer insights to inform experience design
Ensuring consistent delivery of quality patient interactions