Manager, Consumer Experience - Experience Development

United States

Full-time

Hybrid

Entry, Mid Level

Ascension is one of the nation’s leading non-profit and Catholic health systems, with a Mission of delivering compassionate, personalized care to all with special attention to those most vulnerable. The Manager, Consumer Experience - Experience Development will lead the development of new experiences and improve existing ones, focusing on holistic human, physical, and digital experiences. This role involves partnering with insights teams, advocating for inclusive experiences, and driving innovation in consumer experience.

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Responsibilities

Lead the development of new experiences and the reimagination of underperforming experiences for a wide variety of audiences. Focus on the holistic human, physical, and digital experiences and how the organization understands and exceeds expectations as it relates to behaviors, attitudes, and needs.
Assess, ideate, develop solutions for and deliver transformative change for existing experiences at the convergence of human interaction, physical spaces, and digital technologies
Drive results with measurable impact. For some experiences, this will be in support of a business owner who will deliver the concepts - for other experiences, this role will own the delivery and be accountable for the outcomes
Partner with the Consumer Experience Insights team to scope research activities, including user research, concept validation, usability testing, and market research
Stay abreast of industry and non-industry developments, emerging technologies, and consumer preferences to inform strategic decision-making and ensure alignment with evolving consumer needs
Enable fluency at all levels of the organization on how to develop new experiences and use ideation techniques to drive creativity, one of our core values. Support the refinement of core curriculum for Ascension related to experience development
Advocate for and evangelize inclusive experiences across services, touchpoints, and processes
Frame and communicate strategic visions and future state experiences by creating engaging presentations for varied audiences
Garner trust and confidence in design recommendations by establishing clear rationale, customer insights, root cause analysis, and feedback
Foster a culture of continuous learning and improvement, ensuring our work consistently evolves the consumer experience
Act as a thought leader by identifying emerging trends, sharing insights, and driving innovation to set new standards in Consumer Experience.

Qualification

Required

High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required.

Preferred

3 years of leadership or management experience preferred.
Background experience in strategy, product or service development, and/or product or service design
Excellent management and problem-solving skills, with the ability to coordinate multiple stakeholders and initiatives with a focus on driving outcomes.
Exceptional communication and interpersonal skills, with the ability to effectively collaborate with diverse teams and stakeholders, including senior leadership.
Familiarity with relevant industry standards, regulations, and best practices regarding experience strategy, or product/service development.
Fluency in service design methods, such as consumer journeys, service blueprints, service playbooks, or service provider training.
Ability to identify and prioritize key areas or moments of differentiation by different users and stakeholders.
Experience with rapid prototyping to bring concepts to life in service of learning and advancing users' needs and behaviors.
Experience conducting feedback sessions to refine concepts.
Experience leveraging a wide range of media, such as interpersonal communications, digital technologies, physical space design, among others.