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The Journey Transformation Lead is an essential part of the CenterWell Customer Experience Team. This role partners with business, clinical, operations, and experience strategy partners to transform critical journeys that impact patient outcomes and associate experiences. You will report to the Director, Experience Strategy & Transformation.
You will apply research, journey analysis, service design, experience strategy, and human-centered design methods, including design thinking and the desirability, viability, and feasibility framework. You will uncover unmet patient needs, identify causes of experience challenges, and guide teams in improving the patient, consumer, and associate experience.
You will operate as a strategic consultant and practice leader, in translating journey-level insights into applicable recommendations that inform experience roadmaps, shape investment decisions, and influence organizational priorities. It integra...