Job Description

Sr. Consultant - Experience Design

We are seeking a strategic, data fluent, and human centered patient experience professional to join the Metro Patient Experience. This is a new position created as part of a recent reorganization that consolidated facility-level patient experience functions into a single Metro team covering Downtown, West, and North Fishers. The Senior Consultant serves as a subject matter expert and strategic partner to operational managers and physician leaders across four to five metro hospitals, 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.

Key Relationships

Reports to: Director, Experience Design Application - Regional

Direct reports: None

Shift:Full time, Monday - Friday, onsite

Location: Indianapolis, IN

The Scope:

This role advances patient and family experience strategy across the IU Health Metro region, including:

• 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

Candidate Qualifications

Candidates for this position will be evaluated according to the following criteria and competencies.

• Bachelors Degree Required. 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.

The "DNA" for Success

Human Centered by Nature: You lead with empathy, listen before acting, and bring a genuine feel for patient centered care to everything you do.

Data to Action: You read patient experience data, identify what matters, and translate it into a clear recommendation a leader can act on.

Influencer Without Authority: You work across operational, clinical, and administrative stakeholders with competing priorities in different care settings.

Project and Change Management Capable: You plan the work and work the plan. You bring structure to improvement efforts, manage timelines, and shepherd change through organizations.

Coach and Connector: You are as comfortable coaching a frontline team member on a patient check-in conversation as you are presenting countermeasures to a physician leader.

Adaptable Across Care Settings: You learn the nuances of each setting on the job and bring the same structured improvement thinking to all of them.

Mission Connected: Patients and families are at the center of everything this team does. You feel the weight of that and it shows in how you show up every day.