Director, Digital Patient Scheduling Experience (DFD)

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

The Director, Digital Channel Experience is responsible for the vision, development and execution of Memorial Hermann's digital transformation strategy for patient, consumer, and clinical needs for a portfolio of digital channels including our mobile app, authenticated web experience, messaging, virtual health and remote patient monitoring.

This role develops a digital channel strategy around understanding of business/clinical modeling needs to drive the advancement of key digital experiences and evangelizes capabilities for a diverse set of business stakeholders. As part of this role, this individual will educate the organization on how best to leverage their digital channels, machine learning, and artificial intelligence capabilities to address consumer and clinical experience at scale, evangelizing digital channel experience strategy to ensure that Memorial Hermann delivers a world class health experience. An ideal candidate will be able to demonstrate how they have leveraged data and insights on existing consumer interactions to drive strategy towards differentiated outcomes.

This role directs a team of product managers and analysts, leveraging agile methodologies, to drive a product roadmap focused on implementing key features to create engaging and frictionless digital experiences. The Director, Digital Channel Experience reports to the VP, Digital Channel Experience.

Job Description

MINIMUM QUALIFICATIONS

Education:  Bachelor’s degree in business, marketing, engineering, computer science, or related field required.  Master’s degree in similar field or relatable experience as substitute preferred

Licenses/Certifications:  (None)

Experience / Knowledge / Skills:

• Five (5) years of experience in digital product or technology development.

• Five (5) years of experience in large, cross-functional teams influencing senior-level management and key stakeholders effectively across the organization and within complex contexts.

• Five (5) years experience leading teams with proven track record of employee development, empowerment and accountability.

• Possesses deep knowledge of business processes including, but not limited to, the application of digital channels for solving complex problems and human-centered design fundamentals.

• Strong understanding of the current landscape in digital transformation and innovation within a diverse set of industries and/or healthcare.

• Demonstrated understanding of product development and use of agile methodologies to deliver value based objectives and key results for digital channels.

• Demonstrated ability of leveraging data analytics concepts to create insights that drive decision making and support effective evaluation of product success.

• Ability to deliver results while working through others in a matrixed organization and motivate a team culture that is respectful and supports the values of excellence and integrity.

PRINCIPAL ACCOUNTABILITIES

• Directs strategic direction of a portfolio of digital experiences, ensuring consumer, patient and clinical experiences are delivered with context and in a frictionless manner for mobile, web, messaging, virtual health and remote patient monitoring channels.

• Manages team of product managers and analysts to discover, evaluate and incubate new features through continuous research and testing, utilizing data to drive value based decision making and prioritization of work.  Ensures product managers are focused on key feature delivery of backlogs while utilizing analysts to identify future opportunities.

• Leverages objectives and key results framework to advance digital channels to exceed consumer expectations in an agile manner, helping to shape our product management philosophy and best practices.

• Develops and maintains clear product channel vision, aligning execution roadmap to support aggressive growth of the system’s digital platform utilization.

• Collaborates with care delivery and service line leadership to identify and prioritize new concepts and features to enhance experience and drive patient digital engagement goals.

• Work as part of a matrixed team partnering with information services, consumer experience, marketing and vendor partners to deliver needed advancements that allow digital experiences to remain at the forefront of a constantly changing healthcare marketplace.

• Ensures coherence and consistency of consumer experience across the footprint of all digital channels.

• Effectively communicates and evangelizes the vision and strategic plan for each digital channel to internal and external stakeholders

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.

• Other duties as assigned.