Senior Customer Design & Technology Consultant

Department Name:

CEC-Digital Front Door

Work Shift:

Day

Job Category:

Marketing and Communications

This role offers a dynamic blend ofindependent work and collaborative teamworkwithin a high-performing, close-knit department. Team members enjoy significantresponsibility, autonomy, and freedomwhile also working in close coordination with their leader and colleagues to achieve shared goals.

The team consists of14 professionalsspanning a range of roles, including:

• Consultants
• Senior Consultants
• Program Directors
• Directors

The department supports improvement efforts acrossall four Revenue Cycle teamsand maintains direct engagement withAccess leadership, creating a broad and highly visible scope of influence across the organization.

This is a fast-paced, varied role where no two days are identical. A typical day may include:

• Managingcomplex, multi-faceted projectsfrom initiation through completion
• Developing and deliveringcompelling presentationsfor leadership audiences at all levels
• Shadowing operational teamsto observe and document current-state processes firsthand
• Researchingindustry best practicesto inform recommendations and solutions
• Collaborating with cross-functional system resources, includingIT, data, and analytics teams, to drive objectives forward
• Interfacing withall levels of leadershiprom front-line managers to senior executives ssuming strong communication and relationship-building skills
• Coordinating closely withteam members and leadershipto align priorities and ensure project momentum
  Location: Remote- M-F 8-5

POSITION SUMMARY

This position is a high-level strategic contributor that serves as the super user, designer, problem solver, and evangelist of key customer experience technology products.Acts independently or as a leader of a team to design, redesign and implement customer-obsessed processes and digital products that will transform the way Banner does business today and in the future. This position must be an expert at the technologies used to deliver those experiences and be deeply familiar with the databases and data flows that make those experiences possible. This position leads cross functional teams that dictate how, when, and where technologies are used.

CORE FUNCTIONS

1. Serves as the primary liaison between business and technical partners.Maintain relationships with leaders and stakeholders across multiple departments, including customer experience channels, clinic operations, hospital operations, service line leaders, digital business, IT, data warehouse, and Human Resources.Will intake and prioritize requirements from all stakeholders and communicate appropriately.

2. Translates and documents customer needs into actionable designs and business requirements. Understands root cause issues with current operational processes and develops new processes and scalable technical solutions that lead to reliable positive outcomes. Defines, documents, and designs required changes to resolve system and process deficiencies. Completes discovery and analysis on current state processes in the customer experience process to document gaps and opportunities for improvement. This is done through observation, interviews, process mapping, customer journey diagrams, data flows, and other tools.

3. Designs workflows and operational processes that deliver the best experience while reducing costs, unnecessary work, and manual intervention.Designs must be highly reliable, scalable, and able to handle disruptions and variability in both volume and complexity.

4. Conducts technical product analysis and reviews what the currently owned technology is doing, what it could do, and identify what gaps may be present in the current technology stack. Will conduct research on products and technologies in the market that may better solve the problem.

5. Identifies, investigates, tracks, and resolves complex project deliverables ensuring the solution is timely and of acceptable quality. Collaborates with key stakeholders to design, develop and implement scorecards and dashboards metrics to monitor ongoing progress.

6. Translates and documents designs into actionable business requirements. Understands root cause issues with current operational processes and develops new processes and scalable technical solutions that lead to reliable positive outcomes. Defines, documents, and designs required changes to resolve system and process deficiencies. Maps user and customer experiences and requirements back to the external inputs to confirm fit with desired scope and preferences of our customers.

MINIMUM QUALIFICATIONS

Must possess a strong technical and business knowledge as typically obtained through the completion of a bachelor9s degree in business, technology, engineering, or a related field and at least five to seven years of experience in the customer or operations technology field.

Strong experience in designing and using technical products, using databases, customer relationship management data, email/text automation, or electronic health record systems is a must. Must possess excellent communication skills and the ability to translate technical concepts into digestible terms for business and leader consumption. Must be comfortable with public speaking in front of large audiences. Must demonstrate the ability to deal effectively with conflict and manage relations that balance system needs and entity priorities. Ability to develop a clear, realistic, and actionable vision, as well as provide results-oriented strategic and systems leadership, and ability to effectively and credibly interact with and influence internal and external contacts. Excellent problem solving, analytical skills; detail oriented with the ability to oversee projects from origin through execution.

PREFERRED QUALIFICATIONS

Certifications in platforms such as Salesforce highly desired.Other certifications in business processes such as Lean, Six Sigma, Scrum, or Agile is a plus. Knowledge/Content management experience using and feature development of CRM applications.

Additional related education and/or experience preferred.

Estimated Pay Range:

$46.84 - $78.06 / hour Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. This range is based on possible base salaries and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained.