Consumer Experience Manager

Overview

The Consumer Experience Manager is responsible for improving healthcare experiences for members, patients, providers, caregivers, and care teams at Ibex.

This role supports the design and improvement of healthcare journeys to enhance care quality, patient engagement, navigation, and operational efficiency. It uses consumer feedback, clinical insights, research, and performance data to identify gaps and recommend practical solutions.

The role works closely with clinical, operations, product, technology, and business teams to ensure experience improvements align with clinical needs and business goals.

Key Responsibilities

• Experience Research & Analysis: Analyze consumer feedback, clinical data, operational performance, and quality measures to identify gaps and opportunities for improvement.
• Experience Strategy & Design: Develop journey maps, service blueprints, and improvement plans to create better healthcare experiences.
• Cross-Functional Collaboration: Work with clinical, operations, product, technology, and business teams to develop and implement experience solutions.
• Experience Improvement: Monitor feedback and performance metrics, identify areas for improvement, and recommend solutions across digital, phone, and in-person channels.
• Performance Measurement: Define success measures and track the impact of improvements on experience, quality, operational efficiency, and business outcomes.
• Stakeholder Communication: Present insights and recommendations clearly to stakeholders and support alignment across teams.

Key Accountabilities

• Support healthcare experience strategy and improvement initiatives across Ibex.
• Turn consumer, provider, clinical, and operational insights into actionable recommendations.
• Develop journey maps, service blueprints, and other experience design materials.
• Collaborate with cross-functional teams to align on priorities and solutions.
• Simplify complex healthcare processes into clear requirements and improvement plans.
• Track and report progress and outcomes for assigned initiatives.

Required Knowledge and Skills

Healthcare Knowledge

• Understanding of healthcare systems, clinical workflows, and care management.
• Familiarity with care coordination, population health, and utilization management.
• Knowledge of healthcare quality measures and performance indicators.
• Understanding of healthcare consumer and provider needs.

Experience Design

• Knowledge of human-centered design and service design methods.
• Experience with customer or patient journey mapping and service blueprints.
• Ability to identify improvement opportunities and develop measurable solutions.
• Understanding of experience research and KPI development.

Data and Insights

• Ability to analyze clinical, operational, and experience data.
• Experience interpreting consumer and provider feedback.
• Ability to combine information from multiple sources and turn it into actionable insights.

Required Experience

• 5+ years of experience in healthcare, consumer experience, clinical operations, service design, care management, population health, or a related field.
• Experience improving patient, member, provider, or customer experiences.
• Proven ability to work with cross-functional teams.
• Ability to translate research, feedback, and data into practical recommendations.
• Strong communication, analytical, and problem-solving skills.

Preferred Qualifications

• Background in nursing, social work, healthcare administration, public health, or a related healthcare field.
• Experience working with health plans, provider organizations, or integrated healthcare systems.
• Experience collaborating with clinical leaders, quality teams, and healthcare operations.
• Knowledge of care navigation, value-based care, population health, and clinical engagement.
• Strong project management and organizational skills.
• Ability to manage multiple priorities in a changing environment.
• Strong interpersonal skills, emotional intelligence, and the ability to influence stakeholders.
• Ability to prepare clear presentations and communicate effectively with both operational teams and senior leaders.
• A collaborative, adaptable, and consumer-focused approach to problem-solving.