Director, Consumer Experience Design Strategy and Insights

Position Overview

At Memorial Hermann, we are committed to delivering high-quality, efficient care while creating exceptional experiences for every member of our community – including our employees. As the Director of Consumer Experience Design, you will lead a talented team to envision, design, and deliver human-centric experiences across all care settings. You will champion change by integrating research, service blueprinting, journey mapping, and design thinking into our healthcare services, ensuring that patients and staff are at the forefront of decision-making.

Key Responsibilities

• Lead the Consumer Experience Design team in overseeing end-to-end design improvements, including journey redesign efforts.
• Collaborate with Consumer Experience Integration, Analytics, Digital, Nursing, Marketing, Operations, and Physician teams for a multi-disciplinary approach to problem-solving.
• Design and articulate future-state experiences and present observations and opportunities to Executive Leadership.
• Develop and support short- and long-term goals, execution frameworks, and program evaluation metrics.
• Build relationships with leadership to foster a culture of patient-centered problem solving and drive change through collaborative initiatives.
• Utilize data and consumer insights to drive efficiencies, reduce friction, and ensure safe, compassionate care for patients, staff, and visitors.
• Mentor, precept, and support the professional growth of team members while promoting continual education and skills development.

Required Qualifications

• Bachelor's degree in Design, Communications, Social Science, or a related field (Master’s Degree preferred).
• Five (5) years of experience in journey mapping, service/experience design, customer experience strategy, or related areas.
• Five (5) years of demonstrated experience in leading a team, providing mentorship, and fostering an innovative work environment.
• Strong knowledge of contemporary trends in consumer-focused strategies and business processes.
• Highly-tuned oral and written communication skills with a proven ability to simplify complex ideas for diverse audiences, including C-suite executives.
• Proven leadership skills with an ability to drive projects, influence cross-functional teams, and work with diverse stakeholders.
• Strong understanding of technology and digital resources to support project completion.
• Experience with both quantitative and qualitative analysis to drive strategic decision-making.
• Skilled at synthesizing abstract ideas into actionable steps with strategic, creative, and pragmatic thinking.
• Comfort with ambiguity and a strong business acumen to guide consumer experience initiatives.