Consumer Design Manager

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.

The Consumer Experience Design Manager will be responsible for the design and oversight of consumer journeys and partner with our implementation team to ensure the new vision is scaled across the system. The incumbent will collaborate with cross-functional teams to find novel, patient-centered solutions to problems—building buy-in and consensus along the way. Responsible for working with patients, caregivers and internal stakeholders to conduct design research, gather insights, analyze data, then design best-in-class experiences and the transformational strategies that will realize them.

Typically reports to the Vice President, Consumerism.

The Consumer Experience Design Manager partners with operational and executive leaders to improve human-centered experiences across Memorial Hermann through research, journey mapping, process improvement, and service design. This role analyses consumer feedback and experience data, identifies opportunities to optimize workflows, facilitates stakeholder collaboration, and supports the implementation of solutions that enhance patient and caregiver experiences. Candidates should have healthcare experience, strong project management and process improvement skills, and the ability to influence across diverse stakeholder groups.

Healthcare experience is strongly preferred, clinical experience is a significant plus, and familiarity with Epic (reporting and/or workflows) and Lean Six Sigma methodology are highly valued. This position requires regular travel to Memorial Hermann locations throughout the Houston area and candidates must be based in or willing to relocate to Houston.

Must reside in the Greater Houston area and be able to travel to all Memorial Hermann locations.

• Healthcare experience strongly preferred, with a deep understanding of patient experience and clinical workflows; direct clinical experience (e.g., nursing, allied health) is a significant plus
• Experience in consumer experience, service design, and process improvement, with proficiency in journey mapping, visualization, and design-thinking tools
• Ability to analyze and interpret consumer feedback and survey data (e.g., Qualtrics)
• Understanding or technical experience with Epic, particularly reporting and/or workflow design/build
• Lean Six Sigma certification (Green Belt or higher preferred) or demonstrated experience applying Lean Six Sigma methodologies to process improvement
• Strong project management and implementation skills
• Experience facilitating workshops and collaborating with cross-functional stakeholders
• Excellent communication, storytelling, and presentation skills, including executive-level audiences
• Ability to identify opportunities, solve complex problems, and drive process optimization
• Strong relationship-building skills with the ability to influence without direct authority
• Comfortable working in ambiguous, fast-paced environments with multiple priorities

Education: Required
- Bachelor's degree from four-year college or university in Design, Communications, Social Science, or related area. Master’s Degree preferred.

Licenses/Certifications: (None)

Experience / Knowledge /

Skills:

• Three (3) years of experience in journey mapping, service/experience design, customer experience strategy or related experience, training and/or education
• Knowledge of contemporary trends in consumer-focused strategies
• Highly-tuned oral and written communication skills
• Proven ability to communicate complex ideas in a manner easy for others to understand, including…