Job description
There are multiple aspects of the consumer experience including:
- Finding & Getting Care
- Transforming Care
- Paying for Care
- Enterprise-Wide Opportunities
CX architecture team members will immerse themselves in consumer needs, wants and perceptions to deliver consumer insights to operations leaders across the enterprise. This team further works to develop & drive actionable strategies that can simplify complex business processes, thereby transforming those interactions into opportunities that create a better consumer experience. This is an opportunity to leverage your strategic, analytical, influencing and creative skills as part of a high-performing team.
Workplace Category: Flex-Virtual
- Human Centered Design/Design Thinking Skills: Demonstrated ability to utilize design thinking to develop customer centered innovations. Experience in journey mapping, design sprints, prototyping, and design research.
- This role will champion design thinking for the CX team, driving toward constraint free-thinking, and helping develop bold, breakthrough ideas.
- Leads efforts on growing consumer centricity, CX skills, and Design Thinking methods for the CX Team and Marketing organization as a whole. This role will also act as the design thinking champion for the system, partnering with other organizations and ultimately expanding design as a core competency for the system.
- Develops & utilizes consumer-centric tools such as journey maps, personas and consumer feedback. Facilitates ideation sessions design sprints with colleagues across the enterprise. Partners with operational leaders to inform decision-making and drive action.
- Acts as the voice of the consumer within the assigned value stream. Surfaces and prioritizes consumer issues with existing business processes/health care interactions. Relentlessly brings consumer insights and best CX practices to bear.
- Advises operational leadership, digital and physical channel owners and team members across the enterprise about consumers’ current perceptions & gaps in experiences.
- Acts as an internal consultant to Marketing & Experience leadership and other organizational leaders, supporting & advancing CX programs.
- Partners with colleagues from the Insights & Analytics team to design & execute primary research projects, end-to-end, from research planning through analysis report creation and presentation, as needed.
- Creates strategic communications materials and other artifacts to support CX and other leaders as required. Delivers these materials & insights to leadership across the organization.
- Develops & utilizes consumer-centric tools such as journey maps, personas and consumer feedback. Facilitates ideation sessions with colleagues across the enterprise. Partners with operational leaders to inform decision-making and drive action.
- Connects the dots across qualitative & quantitative study results to build rich consumer insights that help to illustrate opportunities for CX improvement. Demonstrates proven ability to lead work through complex business change, digital transformation and growth. Demonstrates knowledge of consumer experience & engagement through a variety of digital & physical channels. Demonstrates ability to develop & communicate strategy to a variety of audiences at all organizational levels. May interface with external partners and vendors to deliver on key programs or initiatives.
- Required Bachelor's Degree or equivalent in consumer experience, marketing, or similar field of study, (and/or equivalent work experience)
- Preferred Master's Degree or equivalent In related field, MBA or similar
- 10 years of relevant experience In consumer/customer experience and/or related field Required
- Leadership experience Preferred
- Prior health care industry experience Preferred
- Experience and Design Thinking experience preferred
- Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 10 lbs
- Waist to Waist > 5 lbs: Seldom up to 10 lbs
- Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs
- Bilateral Carry > 5 lbs: Seldom up to 10 lbs
- Unilateral Carry > 5 lbs: Seldom up to 10 lbs
- Pushing Force > 5 lbs: Seldom up to 10 lbs
- Pulling Force > 5 lbs: Seldom up to 10 lbs
- Sitting: Frequently
- Standing: Occasionally
- Walking: Occasionally
- Forward Bend - Standing: Seldom
- Forward Bend - Sitting: Occasionally
- Trunk Rotation - Standing: Seldom
- Trunk Rotation - Sitting: Occasionally
- Reach - Above Shoulder: Seldom
- Reach - at Shoulder or Below: Seldom
- Handling: Occasionally
- Forceful Grip > 5 lbs: Seldom
- Forceful Pinch > 2 lbs: Seldom
- Visual Acuity ¹
[None = No; Seldom = Yes]: Seldom
Primary Location
SITE - Bridgewater Place - 333 Bridge St - Grand RapidsDepartment Name
Corporate CommunicationsEmployment Type
Full timeShift
Day (United States of America)Weekly Scheduled Hours
40Hours of Work
8 a.m. to 5 p.m.Days Worked
Monday to FridayWeekend Frequency
N/ACURRENT SPECTRUM HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Spectrum Health team members only.
Spectrum Health is committed to providing a safe environment for our team members, patients, visitors and community. That is why we require a drug-free workplace and various vaccinations as a requirement for employment.
Spectrum Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.
An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.
If you are a qualified individual with a disability, you may request assistance in completing the application process by calling 616.486.7447. We are committed to granting reasonable accommodations in accordance with applicable laws.
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