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Indiana University Health

Director-Service and Experience Excellence

Ball Memorial Hospital
Date Posted
17 December, 2021
Schedule & Shift
Full Time
Requisition Number
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Director-Service and Experience Excellence

Job Description


The Director-Service and Experience Excellence works directly with the regional or business unit executive team and the system Experience Design team to assess, communicate and drive performance excellence and to create positive change at all levels of the organization. The incumbent manages the design, application and performance monitoring of experience initiatives that facilitate a person-centered experience and supports the system IU Health experience strategic plan. The Director provides day-to-day leadership to groups of individuals that provide excellent guest services experiences and/or support the region on a volunteer basis.  The role supports the execution and standardization of all experience related tactics across area of responsibility. The Director ensures experience performance metrics and operational strategies are incorporated into transformational improvement efforts. The position amplifies the Voice of the Customer to drive related experience improvements. The incumbent understands the application of tools, frameworks, and methodologies that support the system IU Health experience. The leader will embody IU Health's Values, embrace its vision, and lead through respect, humility, and intellectual curiosity. 
  • Bachelors Degree Required. Degree in Service Management, Health Administration, Business Administration, or related field preferred.
  • Masters Preferred.
  • 7-10 years of relevant leadership experience.
  • Experience in service or healthcare related industry preferred.
  • Knowledge required in patient/customer experience, organizational change management, workforce engagement and performance, surveys, metrics and standards and data analysis and interpretative skills.
  • Excellent hospitality experience welcomed. 


Safeguarding our patients and each other is an important part of how we deliver the best care possible to the communities we serve. As a condition of employment, IU Health requires all new hires to receive various vaccinations, including the influenza and COVID-19 vaccines, barring an approved exemption. New hires will also be provided the option to submit proof of previous vaccination.

We are an equal opportunity employer and value diversity and inclusion at IU Health. IU Health does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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Indiana University Health is Indiana’s most comprehensive health system, with 16 hospitals and more than 34,000 team members serving Hoosiers across the state. Our partnership with the Indiana University School of Medicine gives our team members access to the very latest science and the very best training, advancing care for all. We’re looking for team members who share the things that matter most to us. People who are inspired by challenging and meaningful work for the good of every patient. People who are compassionate and serve with a purpose. People who aspire to excellence every day. People who are always ready to apply themselves.

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