Director, Consumer Experience Design Strategy and Insights

JOB DESCRIPTION

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

The Director of Consumer Experience Design is a key leadership role responsible for envisioning, designing, and delivering human-centric experiences across all Memorial Hermann care settings. This passionate and experienced director leads a talented team of human-centered designers and is a champion for change while collaborating with the Consumer Experience Integration, Learning and Engagement, and Analytics teams, as well as the Nursing, Digital, Marketing, Operations, and Physician teams and leaders. The Director drives strategic research and integration of human-centered design principles, research, service blueprinting, journey mapping, and design thinking into Memorial Hermann’s healthcare services, ensuring that the needs and preferences of patients and staff are at the forefront of decision-making through proven research methodologies. This work directly impacts the lives of patients, consumers, and healthcare providers, ensuring that the organization remains at the forefront of healthcare excellence. This position reports to the Vice President, Consumer Experience.

Job Description

MINIMUM QUALIFICATIONS

Education: Bachelor's degree in Design, Communications, Social Science, or related area required. Master’s Degree preferred.

Licenses/Certifications: (None)

Experience / Knowledge / Skills:

• Five (5) years of experience in journey mapping, service/experience design, customer experience strategy, training/education, or related experience required.

• Five (5) years of demonstrated experience in leading a team of direct reports, providing guidance and mentorship, and fostering a collaborative and innovative work environment required.

• Knowledge of contemporary trends in consumer-focused strategies.

• Highly-tuned oral and written communication skills.

• Effective at leading through influence.

• Strong understanding of technology and the ability to partner with Digital and IT resources to drive projects to completion.

• Proven ability to communicate complex ideas in a manner easy for others to understand, including storytelling and presentation skills suitable for C-suite executives.

• Experience using quantitative and qualitative analysis to drive decision-making.

• Skilled at synthesizing abstract ideas into actionable steps, with a demonstrated ability to think strategically, creatively, and pragmatically.

• Ability to work with a diverse group of stakeholders, including patients, caregivers, physicians, operational leaders, and support staff.

• Comfort with ambiguity.

• Knowledge of business processes and strong business acumen.

PRINCIPAL ACCOUNTABILITIES

• Leads the Consumer Experience Design team to oversee the design of better consumer experience experiences, including journey redesign efforts.

• Collaborates with Consumer Experience Implementation and Analytics teams to ensure a multi-disciplinary approach to problem-solving.

• Effectively and confidently designs and articulates future-state experiences and presents observations and opportunities to Executive leadership.

• Supports implementation, including the development of short- and long-term goals, execution frameworks, and program evaluation metrics.

• Builds relationships and works closely with leadership to develop a culture of patient-centered problem solving.

• Partners with executive leaders to obtain buy-in on consumer experience design initiatives.

• Leads and participates in cross-functional teams to manage initiatives related to the customer experience.

• Partners closely with system peers in Digital, ISD, Operations, Revenue Cycle, Marketing, Physician Org, and others to drive change and ensure the adoption of solutions.

• Works to increase leadership mindset around consumerism, as well as inclusion in process design and strategy.

• Strategically utilizes data and consumer insights to drive efficiencies and reduce friction in the system for the consumer.

• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards of providing safe, caring, personalized and efficient experiences to patients and our workforce.

• Other duties as assigned