Consumer Insight Manager Jobs in Ohio (NOW HIRING)

Job Description:

The Director of Consumer Experience (CX) reports to the Assistant Vice President (AVP) of Consumer Experience and serves on the Consumer Experience (CX) leadership team. The role provides strategic leadership to advance a systemwide consumer experience strategy across Intermountain Health and ensure the consumer perspective is embedded in enterprise priorities and decisions.
In partnership with cross-functional leaders, this position enables the organization to translate consumer insight into measurable experience improvement by aligning stakeholders, guiding experience programs, and tracking progress against enterprise goals and key performance indicators.Essential Functions

• Leads CX teams to establish an enterprise consumer experience strategy and framework that guides how consumer insights, feedback, and experience performance inform organizational decision-making and prioritization.
• Ensures consumer experience insights and feedback are accessible, understandable, and actionable across the enterprise, enabling teams to respond at the speed of business.
• Partners closely with the AVP of Consumer Experience to align priorities, activate insights, and maximize enterprise impact.
• Provides strategic and directional guidance on projects and key deliverables, leads proposal efforts, and manages strategic stakeholder relationships.
• Works closely with CX teams to drive engagement and experience scenarios that leverage insights, track KPIs, and frame recommendations for leadership.
• Oversees the prioritization, scoping, and execution of consumer experience initiatives to ensure alignment with enterprise strategy and available resources.
• Serves as CX liaison to Intermountain leaders, providing leadership on CX strategies and tactics, and participating in organizational decision-making. Builds strong and collaborative partnerships.
• Influences cross-organizational alignment by identifying what matters most to consumers and translating those insights.
• Identifies emerging market trends and opportunities, and leads CX Design team to bolster, enhance, or recommend consumer-driven responses.

Skills

• Consumer Experience Strategy
• Experience Design and Improvement
• Enterprise Influence and Partnership
• Insight Synthesis and Storytelling
• Teamwork
• Strategic Leadership
• Change Leadership
• Taking Initiative
• Decision Making
• Strategic Direction
• People Management
• Business Acumen

Minimum Qualifications

• Bachelor's degree in Design, Organizational Design, or a related social science field involving consumer insight skills and critical thinking. Education must be obtained through an accredited institution. Degree will be verified.
• Six years of experience leading human-centered design projects.
• Ten years of experience using design thinking.
• Strong understanding of analytics and research, and their application to developing, evaluating, and refining consumer experience activities.
• Experience using a wide variety of CX tools and channels in the design and delivery of consumer experiences.
• Strong interpersonal and organizational skills. Experience performing under stress and managing competing priorities and meeting deadlines.
• Excellent writing, editing, interviewing, counseling, and design knowledge.
• Experience working independently and effectively without close supervision, while consulting and coordinating with other management team members or stakeholders.
• Experience communicating, collaborating, and analyzing data in a high-stress environment.

Preferred Qualifications

• Master's degree in Design, Organizational Design, or a related social science college major involving consumer insight skills and critical thinking.
• Experience working within a hospital or ambulatory clinical area, or an understanding of both in and out-patient workflows and processes.
• Multi-disciplinary knowledge of health care related project development and research strategies.
• Experience using multi-media presentation, graphics, and desktop publishing applications.

Physical Requirements

• Ongoing need for employee to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
• Frequent interactions with providers, colleagues, customers, patients/clients, and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.
• Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.
• For roles requiring driving: Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, and other vehicles.

Additional Information

• This is an exempt, full-time position. Pay offers are determined by prior years of relevant experience within the established pay range. In addition to the annual salary, to show our commitment to you and assist with your transition, we may offer a sign-on and relocation bonus when applicable. With this position, you are eligible to participate in the Annual Pay for Performance (AP4P) Plan. This plan enables Intermountain Health to provide leaders with an additional performance compensation opportunity. The AP4P award opportunities are calculated as a percentage of your base salary. Awards are paid out based on attainment of selected Board-approved goals.

Location:

Key Bank Tower

Work City:

Salt Lake City

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$68.42 - $105.62

We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

At Intermountain Health, we usethe artificial intelligence ("AI") platform, HiredScore to improve your job application experience.HiredScore helps match your skills and experiences to the best jobs for you. WhileHiredScore assists in reviewing applications, all final decisions are made byIntermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.