Manager, CX Learning & Engagement

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.Job SummaryThe CX Learning & Engagement team is responsible for developing and maintaining all patient educational information and content distributed throughout Memorial Hermann. The Manager, Consumer Experience, Learning & Engagement is responsible for overseeing the entire program including identifying opportunities for information development, determining most appropriate communication channel, ensuring consistent dissemination of information, and developing and tracking key performance indicators of success. The Manager may manage a team of professionals and reports to the Director, Consumer Experience, Learning & Engagement.Job DescriptionMINIMUM QUALIFICATIONSEducation: Bachelor’s degree in marketing, education, communications or related field required.Licenses/Certifications: (None)Experience / Knowledge / Skills:• Past experience managing/developing teams in a healthcare environment and guiding delivery of complex patient care services.• Five (5) years of experience in change management, program development, and behavioral design required.• Comfortable with online publishing/content platforms (CRM).• Effective oral and written communication skills.• Excellent presentation skills.• Demonstrated ability to plan, manage, and implement successful large-scale changes in a complex health care organization.• The ability to design and deliver facilitated problem-solving sessions.• Proficient in Microsoft Word, Excel, Outlook and PowerPoint.PRINCIPAL ACCOUNTABILITIES• Scans the organization for current educational information and identifies opportunities to create impactful, educational experiences at pivotal moments in the patient journey. Provides consultation to the Director on priorities for the department.• Designs implementation strategies for end-to-end learning experiences, with an emphasis on process and behavior change management.• Partners with key stakeholders such as physicians and executives on the successful development, deployment, and maintenance of materials throughout the system.• Develops key performance indicators (KPIs) to track and monitor dissemination of materials by employees and use/understanding of materials by patients. Uses KPIs to recommend to Director areas to refine and adapt overall team strategy.• Assesses adoption of processes and workflow changes needed/related to proposed educational changes in order to meet project goals; is empowered to implement course correction as necessary.• Provide guidance to the Content Strategist and Content Creator to ensure project objectives are met.• Consults with team around the best ways to build learning journeys that will resonate with both staff and consumers based on knowledge of behavioral design and application.• Oversees all custom content submissions, obtains and maintains copyright permissions, and triggers content updates based on project calendar.• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards of providing safe, caring, personalized and efficient experiences to patients and our workforce.• Other duties as assigned.