Experience Design Consultant – Intermediate

The goal of the IUHP Experience Design Team is to provide IUHP practices with support, guidance, and partnership to improve the patient experience as well as to share best practices. We work to create a culture that is patient focused and values-based by proactively creating a strong foundation for positive patient experiences. We are looking for a team member who will help provide a focus on what matters most to the patients and families we serve and help to amplify their voices as we make organizational decisions.  THe Experience Design - Intermediate Consultant 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. 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. Develops materials and documentation to support best practice sharing and strategic plan governance. Assists with facilitation of cross functional work groups to hardwire mature experience capabilities and practices consistently across all points of care.

Connect to Promise - Demonstrates a commitment to IU Health's mission, vision, and values by exhibiting behaviors and delivering results that align with the strategic direction of the organization. Ensure IU Health is working toward its vision of improving the health of all Hoosiers by providing the best care for each person as we practice our values of purpose, excellence, compassion and team.

Customer Focus - Identifies current and short term customer needs and ensures the effective delivery of high quality and value added solutions, products, and services that meet or exceed customer expectations.

Collaboration - Collaborates with others to identify business solutions. Actively contributes to their team(s), and the achievement of team and organizational goals.

Business Acumen - Demonstrates understanding of the department and function and how they are structured. Actively seeks knowledge regarding the goals and operations of department and function, and seeks guidance as necessary to align work to achieve departmental goals.

Execution - Addresses problems directly and implements objectives effectively. Produces on time, high-quality work deliverables. Applies basic project management principles, and applies logical, consistent and organized standard of work practices.

Relationship Building - Builds rapport and finds common ground with others, creating experiences and interactions where people consistently feel heard, valued and respected. Provides exemplary customer service to internal and external customers by being proactive, responsive and encouraging teamwork. Strives to build a network of contacts, both internal and external to the organization.

Leadership - Takes the initiative to proactively resolve issues, address concerns, identify potential risks, and improve overall processes and outcomes of moderately complex initiatives.

At IU Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as training, leadership development, promotion opportunities and cross training development.  We offer a comprehensive benefits package designed for you, which includes Medical-Dental-Vision, a matching 401K, PTO, tuition reimbursement program, wellness program, and more!  At IU Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as training, leadership development, promotion opportunities and cross training development.  We offer a comprehensive benefits package designed for you, which includes Medical-Dental-Vision, a matching 401K, PTO, tuition reimbursement program, wellness program, and more!  

• Bachelors Degree Required. Degree in Service Management, Business, or healthcare or service related field preferred.
• Master Preferred.
• 3-5 years of relevant experience.
• Experience in a 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 has nearly 40,000 team members, including more than 3,600 physicians and 1,200 advanced practice providers, and we’re home to the largest nursing network in Indiana with more than 9,000 nursing team members at o