Senior Consultant

Senior Consultant- Experience DesignOur 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.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 working a hybrid schedule 3 days onsite and 2 days remote.Core CompetenciesHuman-centered mindsetPatient-centered careEmpathy, listening, qualitative insightBehavioral and cultural changeData + insight translationTurning data ? actionable recommendationsCombining quantitative + qualitative inputsStorytelling with dataFacilitation & influenceCoaching leadersLeading group discussions and alignmentNavigating stakeholders and power dynamicsSystems thinkingUnderstanding interdependencies across teamsScaling solutions across departmentsIdentifying structural barriersRole ResponsibilitiesSupports 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 QualificationsBachelor'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.