Job DescriptionSenior Consultant- Experience Design (System Health Solutions)This role supports care through a diverse portfolio of SHS that includes ambulatory surgery centers, urgent care, virtual care, physical therapy and other outpatient services that extend IU Health's reach beyond the hospital setting. The ideal candidate will be comfortable with some travel and working a hybrid schedule 3 days onsite and 2 days remote.
Core CompetenciesHuman-centered mindset- Patient-centered care
- Empathy, listening, qualitative insight
- Behavioral and cultural change
Data + insight translation- Turning data into actionable recommendations
- Combining quantitative + qualitative inputs
- Storytelling with data
Facilitation & influence- Coaching leaders
- Leading group discussions and alignment
- Navigating stakeholders and power dynamics
Systems thinking- Understanding interdependencies across teams
- Scaling solutions across departments
- Identifying structural barriers
Role Responsibilities- Supports and executes the customer experience strategic plan through the development and implementation of system resources consistent with the core capabilities and practices identified in the plan.
- Develops project plans, timelines, and goals to deliver frameworks and tools that enable consistent application of plan's core capabilities.
- Responsible for research, benchmarking and competitive analysis for projects related to core capabilities and consistently models the use of Voice of the Customer to inform experience design deliverables.
- Facilitates cross functional work groups to hardwire mature experience capabilities and practices consistently across all points of care.
Candidate QualificationsCandidates for the position will be evaluated according to the following criteria and competencies.
- Bachelor's Degree Required. A Degree in Service Management, Business, or healthcare-related field preferred. Masters 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.
Key RelationshipsReports to: Director-Experience Design Application-Regional
Direct Reports: None
