Memorial Hermann Health System · 1 month ago
Director, Consumer Experience Design Strategy and Insights
Houston, TX
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expMemorial Hermann Health System is seeking a Director of Consumer Experience Design, a key leadership role responsible for creating human-centric experiences across their care settings. The director will lead a team of designers and collaborate with various departments to integrate design principles and ensure patient and staff needs are prioritized in decision-making.
Health CareNon Profit
Hiring Manager
Daryn Reddell, MBA
Responsibilities
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
Qualification
Required
Bachelor's degree in Design, Communications, Social Science, or related area required
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
Preferred
Master's Degree preferred
Company
Memorial Hermann Health System
Advancing Health. Personalizing Care.
10001+ employees
H1B Sponsorship
Memorial Hermann Health System has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (10)
2024 (6)
2023 (11)
2022 (6)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$5MKey Investors
The John M. O'Quinn FoundationBlue Cross and Blue Shield of Texas
2022-08-02Grant· $5M
2022-07-07Grant
Leadership Team
Michael Roussos
SVP, President of Academic Hospitals and CEO, Memorial Hermann-Texas Medical Center Campus
David Wong, MD
Director, Virtual Health Product Management
Recent News
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