Manager, Consumer Experience - Experience Development

Details

• Department: Consumer Experience Technology Enablement
• Schedule: Monday - Friday, days
• Location: Remote, 10 - 25% Travel
  
  

Benefits

Paid time off (PTO)

Various health insurance options & wellness plans

Retirement benefits including employer match plans

Long-term & short-term disability

Employee assistance programs (EAP)

Parental leave & adoption assistance

Tuition reimbursement

Ways to give back to your community

Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance and salary range at the time of the offer.

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.
  
  

Key Attributes

• Strong sense of empathy for people
• Comfort and ease of facilitating a large group of individuals using agile thinking/approach
• Ability to lead through influence in a matrixed environment
• Excels in developing and implementing user-centric design principles. Ability to leverage analytics tools and derive actionable insights to drive decision-making
• Proven track records of aligning design solutions to business strategies and goals
• Experienced in teaching and coaching colleagues and peers in experience development principles
• Excellent written and verbal communication skills
• Strong storytelling skills and ability to present to executives.
  
  

Requirements

Education:

• 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. 3 years of leadership or management experience preferred.
  
  

Additional Preferences

• 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.
  
  

#AscensionCXjobs

Why Join Our Team

Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.

Ascension is a leading non-profit, faith-based national health system made up of over 134,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.

Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.

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Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

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