System Director, Consumer Experience Integration

Memorial Hermann - Houston, TX

Full-time - Senior

Houston, TX

Hospitals

About the position

The Director, Consumer Experience Integration at Memorial Hermann Health System is responsible for leading initiatives that enhance consumer, patient, and family experiences across the healthcare system. This role involves developing and implementing strategies based on consumer feedback to drive continuous improvement in care experiences. The director serves as a subject matter expert, advocating for engagement and service excellence while collaborating with various leadership teams to support the overall consumer experience strategy.

Responsibilities

• Lead and execute consumer-centric deliverables to improve care experiences for consumers, patients, and their loved ones.
• Serve as a subject matter expert on consumer, patient, and family experience, identifying industry best practices and advocating for engagement.
• Develop and implement initiatives and strategies across the system based on consumer feedback to drive change and process improvement.
• Collaborate with System Services and Campus leadership teams to support the delivery of the Memorial Hermann Consumer Experience strategy.
• Lead the Consumer Experience Integration (CXI) team and drive measurable improvements in consumer experience outcome metrics.
• Partner with various teams to identify and design interventions for improvement in key metrics.
• Communicate vision and strategies to obtain and maintain buy-in on consumer experience initiatives from Campus leaders.
• Create and deliver impactful business cases to leadership teams on problem investigation and resolution to drive necessary improvements.

Requirements

• Bachelor's Degree in Business, Management, Healthcare Administration or related field required; Master's Degree preferred.
• Five (5) years of leadership experience for Consumer or Patient Experience teams in a large matrixed healthcare organization required.
• Excellent presentation, communication, interpersonal, and collaboration skills.
• Ability to lead through influence and partner with various leaders to drive measurable improvements in consumer experience metrics.
• Detail-oriented with exceptional organizational skills to manage multiple projects on time.
• Strong quantitative/qualitative analytical and problem-solving skills in driving improvement in Net Promoter Score (NPS) and HCHAPS metrics required; Qualtrics experience preferred.
• Knowledge of Change Management, Lean Six Sigma, and Human-Centered Design preferred.

Nice-to-haves

• Certified Patient Experience Professional (CPXP) preferred.
• Certified Customer Experience Professional (CCXP) preferred.
• Project Management Professional (PMP) preferred.
• Lean Six Sigma Green Belt (LSSGB) preferred.

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Professional development opportunities
• Flexible scheduling