Senior Consultant – Experience Design

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Senior Consultant supporting and executing customer experience strategies in healthcare. Facilitates development and implementation of resources for patient care at Indiana University Health.

Posted 7/6/2026full-timeIndianapolis • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Health insurance
Professional development opportunities
Flexible working hours

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Project PlanningBenchmarkingCompetitive AnalysisExperience DesignService Management

Soft Skills

Professional JudgmentDiplomacyProblem SolvingAdaptability