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Senior Consultant- Experience Design (North Region)

Indiana University Health -
Muncie, IN

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Job Details

Full-time

Qualifications

Bachelor's degree
Stakeholder management

Full Job Description

Senior Consultant- Experience Design (North Region)

Job Description

Overview

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Patient Experience team in the role of Senior Consultant- Experience Design.

This role will support IU Health’s North Region which includes, IU Health Ball and IU Health Arnett along with hospitals and outpatient facilities across Delaware, Blackford, Jay, Allen, Tippecanoe, White, Clinton and Tipton counties. The ideal candidate will be comfortable with weekly travel to any of these counties weekly working a hybrid schedule 3 days onsite and 2 days remote.

Core Competencies

Human-centered mindset

Patient-centered care
Empathy, listening, qualitative insight
Behavioral and cultural change

Data + insight translation

Turning data

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 Qualifications

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.

Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.

IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.

Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.

We are an equal opportunity employer. IU Health does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Indiana University Health is Indiana’s most comprehensive health system, with 15 hospitals and nearly 40,000 team members serving Hoosiers across the state. Our partnership with the Indiana University School of Medicine gives our team members access to the very latest science and the very best training, advancing care for all. We’re looking for team members who share the things that matter most to us. People who are inspired by challenging and meaningful work for the good of every patient. People who are compassionate and serve with a purpose. People who aspire to excellence every day. People who are always ready to apply themselves.

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