Experience Innovation Coach - 140684

The Innovation Coach serves within the Office of Experience Transformation as a strategic partner responsible for ensuring digital tools, emerging technologies, and AI-enabled solutions are designed, implemented, and adopted through a strong patient, caregiver, and team member experience lens. This role bridges experience strategy, human centered design, and change management to ensure technology enhances, not disrupts, workflows, usability, safety, and satisfaction.

Operating at the intersection of clinical operations, digital health, IT, and experience strategy, the Innovation Coach conducts assessments of current state workflows, digital touchpoints, and user journeys to identify friction, duplication, and usability gaps. The role facilitates co design and human centered design sessions, represents patient and team member experience in technology planning and deployment activities, and provides expert guidance on UX/UI standards, adoption strategy, and experience impact.

The Innovation Coach partners closely with leaders, clinicians, operational teams, and technology stakeholders to embed experience first principles into digital transformation initiatives. This includes advancing consistent, intuitive, and trusted user experiences across the health system while supporting sustainable adoption, measurable improvements in experience metrics, and alignment with organizational priorities.

• Nine years of related experience, education/training, OR a Bachelor's degree in related area plus five years of related experience/training

• Advanced knowledge of the organizational development and effectiveness field, theories, models to assess, design and implement customized, strategic organization interventions.

• Experience leading or supporting digital transformation, technology implementation, AI-enabled solutions, or innovation initiatives in a healthcare environment.

• Training or certification in Human-Centered Design, Design Thinking, User Experience (UX), Service Design, or related methodologies.

• Knowledge of healthcare technology, digital health tools, EHRs, patient-facing technologies, and technology adoption best practices.

• Demonstrates strong analytical, problem-solving, project planning and implementation skills.

• Highly skilled in facilitation, consulting and relationship building.

• Applies strong verbal, written communication and presentation skills.

• Possesses strong consulting, relationship building, and strategic thinking skills.

• Demonstrates skill consulting to managers and groups at all levels.

• Demonstrates ability to learn quickly, reason, synthesize and generalize based on information obtained; sound judgment; ability to draw unbiased conclusions.

• Ability to focus on priorities, strategies, and vision.

• Knowledge of the consulting process to effectively lead engagements from inception to conclusion.

• Ability to persuade through both logic and appeal to positive motivations.

• Master's degree in Organizational Development, Human-Centered Design, Healthcare Administration, Public Health, Business Administration, , or related field.

• Experience leading or supporting digital transformation, technology implementation, AI-enabled solutions, or innovation initiatives in a healthcare environment.

• Training or certification in Human-Centered Design, Design Thinking, User Experience (UX), Service Design, or related methodologies.

• Certified Patient Experience Professional (CPXP) certification preferred.

• Knowledge of healthcare technology, digital health tools, EHRs, patient-facing technologies, and technology adoption best practices.

• Lean Six Sigma, process improvement, or project management certification preferred.

• Employment is subject to a criminal background check and pre-employment physical.