Sr. Consultant - Experience Design

Indiana University Health System • Indianapolis, IN

1d • Onsite

About The Position

Indiana University Health is seeking a strategic, data fluent, and human-centered patient experience professional to join the Metro Patient Experience team. This new position, created as part of a reorganization, consolidates facility-level patient experience functions into a single Metro team covering Downtown, West, and North Fishers. The Senior Consultant will serve as a subject matter expert and strategic partner to operational managers and physician leaders across four to five metro hospitals. The role involves interpreting patient experience data to identify themes and gaps, translating findings into actionable recommendations, and executing improvement projects in partnership with Operational Excellence. The role requires regular travel across the metro and the ability to lead through influence rather than authority across a wide range of care settings including ED, inpatient, and outpatient.

Requirements

• Bachelors Degree Required.
• 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

• Degree in Service Management, Business, or healthcare-related field preferred.
• Masters Preferred.

Responsibilities

• Reviewing and interpreting qualitative and quantitative patient experience data from Power BI dashboards to identify themes, gaps, and barriers across assigned metro hospitals and care settings.
• Serving as the patient experience subject matter expert for assigned operational managers and physician leaders, developing targeted countermeasures when data reveals a performance gap.
• Carrying out improvement projects in partnership with Operational Excellence teams using project management and change management disciplines.
• Coaching leaders and frontline team members on patient experience best practices, including meaningful rounding, check-in conversation techniques, and everyday patient connection behaviors.
• Facilitating cross functional work groups to hardwire mature experience capabilities and practices consistently across all points of care.
• Supporting and executing the customer experience strategic plan through the development and implementation of resources aligned with core capabilities.
• Developing project plans, timelines, and goals to deliver frameworks and tools that enable consistent application of experience design practices.
• Conducting research, benchmarking, and competitive analysis for projects related to core capabilities and consistently applying Voice of the Customer methodology to inform experience design deliverables.

What This Job Offers

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