Senior Consultant- Experience Design (North Region)
HybridIndiana, United States or Blackford, Scotland, United Kingdom of Great Britain and Northern Ireland
Job Summary
Execute the customer experience strategic plan by developing system resources, creating project timelines, and delivering frameworks that enable consistent application of core capabilities. Conduct research, benchmarking, and competitive analysis to model Voice of the Customer inputs into experience design deliverables. Facilitate cross-functional work groups to hardwire mature experience practices across all points of care while navigating stakeholder dynamics and identifying structural barriers. Translate data and qualitative insights into actionable recommendations to drive behavioral and cultural change. Support the North Region, including IU Health Ball and Arnett, with weekly travel across eight counties on a hybrid schedule of three onsite and two remote days.
Required Qualifications
- Bachelor's Degree
- 5-7 years of relevant experience
Desired Qualifications
- A Degree in Service Management, Business, or healthcare-related field preferred
- Masters Preferred
- 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
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