Consumer Experience Manager

The Consumer Experience Manager at Ibex plays a crucial role in enhancing healthcare experiences for members, patients, providers, caregivers, and care teams. This position focuses on designing and improving healthcare journeys to boost care quality, patient engagement, navigation, and operational efficiency. By leveraging consumer feedback, clinical insights, research, and performance data, the manager identifies gaps and proposes practical solutions. The role requires close collaboration with clinical, operations, product, technology, and business teams to ensure that experience improvements align with both clinical needs and organizational 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 aimed at creating better healthcare experiences.

- Cross-Functional Collaboration: Partner with clinical, operations, product, technology, and business teams to develop and implement experience solutions.

- Experience Improvement: Monitor feedback and performance metrics to identify areas for enhancement and recommend solutions across digital, phone, and in-person channels.

- Performance Measurement: Define success metrics and track the impact of improvements on experience, quality, operational efficiency, and business outcomes.

- Stakeholder Communication: Present insights and recommendations clearly to stakeholders, supporting alignment across teams.

- Support healthcare experience strategy and improvement initiatives across Ibex.

- Translate consumer, provider, clinical, and operational insights into actionable recommendations.

- Create 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 Qualifications

- Minimum of 5 years’ experience in healthcare, consumer experience, clinical operations, service design, care management, population health, or related fields.

- Proven experience improving patient, member, provider, or customer experiences.

- Strong ability to work effectively with cross-functional teams.

- Skilled at translating research, feedback, and data into practical, actionable recommendations.

- Excellent communication, analytical, and problem-solving skills.

- Solid understanding of healthcare systems, clinical workflows, and care management.

- Familiarity with care coordination, population health, utilization management, healthcare quality measures, and performance indicators.

- Knowledge of healthcare consumer and provider needs.

- Experience with human-centered design and service design methods, including journey mapping and service blueprints.

- Ability to analyze clinical, operational, and experience data, interpreting consumer and provider feedback to generate actionable insights.

Preferred Qualifications

- Background in nursing, social work, healthcare administration, public health, or related healthcare disciplines.

- Experience working with health plans, provider organizations, or integrated healthcare systems.

- Proven collaboration 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 with the ability to manage multiple priorities in a dynamic environment.

- High emotional intelligence, interpersonal skills, and the ability to influence stakeholders.

- Capability to prepare clear presentations and communicate effectively with both operational teams and senior leadership.

- A collaborative, adaptable, and consumer-focused approach to problem-solving.

This role offers the opportunity to make a meaningful impact on healthcare experiences by driving strategic improvements and fostering cross-functional collaboration within a dynamic healthcare environment.