Consumer Experience Design Manager (Service Designer)

📍 Job Overview

Job Title: Consumer Experience Design Manager (Service Designer)

Company: Memorial Hermann Health System

Location: West, Texas, United States

Job Type: Full-Time

Category: Consumer Experience Design / Service Design

Date Posted: June 15, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: On-site

🚀 Role Summary

• This role is pivotal in designing and overseeing consumer journeys within the healthcare system, focusing on patient-centered solutions that are scaled across the enterprise.

• It involves deep collaboration with cross-functional teams to innovate and implement patient-centric problem-solving strategies.

• The position requires conducting comprehensive design research, synthesizing insights from patient, caregiver, and stakeholder feedback to craft exceptional experiences.

• A key aspect is developing transformational strategies that align with the organization's vision of delivering high-quality, efficient, and personalized care.

📝 Enhancement Note: While the title is "Consumer Experience Design Manager," the core responsibilities and experience requirements align with a senior Service Designer or CX Strategist role, emphasizing design execution and implementation oversight rather than direct team management, which is typical for a "manager" title. The reporting structure to a VP of Consumerism further supports this.

📈 Primary Responsibilities

• Journey Design & Oversight: Design and manage end-to-end consumer journeys, ensuring a seamless and positive experience from initial contact through ongoing care and follow-up.

• Cross-Functional Collaboration: Partner effectively with implementation teams and various departments (clinical, operational, IT) to ensure successful scaling and adoption of designed experiences across the health system.

• Design Research & Insight Synthesis: Conduct rigorous qualitative and quantitative research, including field observations, interviews, surveys, and data analysis, to uncover deep user needs, pain points, and opportunities.

• Solution Design & Prototyping: Translate research insights into innovative, patient-centered solutions, developing future-state experience designs, service blueprints, and prototypes.

• Stakeholder Engagement & Buy-in: Facilitate workshops and present findings, design concepts, and strategic recommendations to diverse stakeholders, including C-suite executives, physicians, operational leaders, and frontline staff, building consensus and advocacy.

• Consumer Testing & Validation: Lead and execute consumer testing initiatives to validate design effectiveness, measure impact, and build a strong business case for enterprise-wide implementation.

• Strategic Planning & Roadmapping: Support the development of execution frameworks, short- and long-term goals, and program evaluation metrics to guide the successful implementation of new patient-centered initiatives.

• Culture Building: Foster relationships and collaborate closely with leadership to cultivate a organizational culture that prioritizes patient-centered problem-solving and compassionate care.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic design thinking, hands-on research and design execution, and strong communication/collaboration skills, typical of a senior-level individual contributor focused on driving tangible improvements in patient experience.

🎓 Skills & Qualifications

Education:

• Required: Bachelor's degree in Design, Communications, Social Science, or a closely related field.

• Preferred: Master’s Degree in a relevant discipline.

Experience:

• Required: A minimum of three (3) years of progressive experience in journey mapping, service design, experience design, customer experience strategy, or a directly related field. This experience should demonstrate a strong understanding of user-centered design principles and methodologies.

Required Skills:

• Journey Mapping & Service Design: Proven expertise in creating detailed customer/patient journey maps, service blueprints, and experience maps to visualize current and future states.

• Design Research Methodologies: Proficiency in conducting qualitative research (interviews, ethnography, usability testing) and quantitative analysis (surveys, data analysis) to gather actionable insights.

• Strategic Thinking & Problem Solving: Ability to synthesize complex information, identify root causes, and develop innovative, pragmatic solutions that address business objectives and user needs.

• Storytelling & Executive Communication: Exceptional oral and written communication skills, with a demonstrated ability to articulate complex design concepts, research findings, and strategic recommendations clearly and persuasively to C-suite executives and diverse audiences.

• Workshop Facilitation: Experience designing and leading collaborative workshops with cross-functional teams and stakeholders to ideate, problem-solve, and co-create solutions.

• Business Acumen: Strong understanding of business processes, market trends in consumerism, and the ability to connect design initiatives to business outcomes and ROI.

• Comfort with Ambiguity: Ability to navigate and thrive in uncertain environments, adapting quickly to changing priorities and evolving project scopes.

Preferred Skills:

• Visualization Software Proficiency: Skilled in using design and/or journey mapping software (e.g., Miro, Mural, Figma, Adobe Creative Suite, Lucidchart) for creating compelling visualizations.

• Consumer Testing Expertise: Experience designing and executing consumer testing initiatives to validate hypotheses and demonstrate the value of proposed solutions.

• Healthcare Industry Knowledge: Familiarity with the healthcare ecosystem, patient care pathways, and the unique challenges and opportunities within healthcare consumer experience.

• Change Management Principles: Understanding of change management principles to support the successful adoption of new experiences and processes.

📝 Enhancement Note: The requirement for 3 years of experience, coupled with a Bachelor's degree and preference for a Master's, positions this as a mid-level to senior individual contributor role. The emphasis on C-suite presentation and stakeholder management suggests a need for strong professional presence and communication skills beyond typical junior design roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Design Research Case Studies: Showcase projects demonstrating your ability to conduct thorough user research, analyze findings, and translate insights into actionable design recommendations.

• Journey Mapping & Blueprint Examples: Include examples of detailed patient or consumer journey maps and service blueprints that illustrate current-state pain points and proposed future-state improvements.

• Solution Design & Prototyping: Present examples of designed experiences, concepts, or prototypes that effectively address identified user needs and business objectives.

• Impact & ROI Demonstration: Where possible, provide examples of how your design work has led to measurable improvements in user satisfaction, efficiency, or other key performance indicators. Quantify the business impact of your contributions.

Process Documentation:

• Workflow Design & Optimization: Demonstrate experience in mapping existing workflows, identifying inefficiencies, and designing optimized future-state processes that enhance the consumer experience.

• Implementation Support: Showcase examples of how you have supported the implementation of design solutions, including defining execution frameworks, setting goals, and establishing evaluation metrics.

• Measurement & Analysis: Provide evidence of your ability to define key performance indicators (KPIs) for experience initiatives and analyze data to measure success and iterate on designs.

📝 Enhancement Note: For a role focused on service design and consumer experience within a large health system, a portfolio that clearly articulates the problem, the design process, the proposed solution, and the measurable impact is critical. Candidates should be prepared to walk through their thought process and the strategic decisions made at each stage.

💵 Compensation & Benefits

Salary Range:

• Given the location (West, Texas), the mid-level experience requirement (2-5 years), and the nature of the role within a large health system, a competitive salary range for a Consumer Experience Design Manager (Service Designer) in this region would likely fall between $85,000 - $115,000 annually.

• This estimate is based on industry benchmarks for similar roles in the Texas healthcare market, considering the responsibilities involving strategic design, research, stakeholder management, and C-suite communication. Actual compensation may vary based on specific experience, qualifications, and the organization's compensation philosophy. Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision coverage for employees and eligible dependents.

• Retirement Savings Plan: 401(k) or similar plan with potential employer matching contributions.

• Paid Time Off (PTO): Generous PTO accrual for vacation, sick leave, and personal days.

• Holidays: Paid observance of major public holidays.

• Professional Development: Opportunities for continued learning, training, certifications, and conference attendance to enhance skills in design research, service design, and healthcare innovation.

• Employee Assistance Program (EAP): Confidential counseling and support services for personal and work-related challenges.

• Life and Disability Insurance: Employer-provided life insurance and long-term/short-term disability coverage.

• Wellness Programs: Initiatives and resources to support employee well-being.

Working Hours:

• Standard full-time hours are typically 40 hours per week.

• While the role is on-site, the demands of stakeholder meetings and project timelines may occasionally require flexibility in working hours.

📝 Enhancement Note: Salary estimates are based on publicly available data for similar roles in the Texas region and general industry compensation trends for experienced design professionals in healthcare. Benefits are standard offerings for large health systems and are inferred from typical employer packages.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare. Memorial Hermann operates within a dynamic and highly regulated industry focused on patient care, public health, and medical innovation. This context necessitates a strong emphasis on safety, quality, empathy, and evidence-based practices in all initiatives, including consumer experience design.

Company Size: Large. Memorial Hermann Health System is one of the largest not-for-profit healthcare systems in Texas, employing tens of thousands of individuals across numerous hospitals, clinics, and facilities. This scale implies complex organizational structures, diverse patient populations, and significant opportunities for impact, but also requires robust processes for standardization and change management.

Founded: The system has a long history, established in 1927. This legacy suggests a strong foundation, established values, and a commitment to serving the community for decades, providing a stable environment for long-term strategic initiatives.

Team Structure:

• Operations Team: While not explicitly detailed, the Consumer Experience Design Manager likely sits within a broader Consumerism, Patient Experience, or Strategy division. This team would likely comprise other designers, researchers, data analysts, and strategists focused on improving patient and caregiver interactions.

• Reporting Structure: The role reports to the Vice President, Consumerism, indicating a strategic focus at a high organizational level and direct access to senior leadership for advocacy and decision-making.

• Cross-functional Collaboration: This role is inherently cross-functional, requiring close partnerships with clinical leadership, IT, operations managers, marketing, patient advocacy, and frontline staff across various departments and facilities to ensure successful design and implementation.

Methodology:

• Data-Driven Decision-Making: The role emphasizes using quantitative and qualitative data to identify pain points, inform design decisions, and measure the effectiveness of implemented solutions.

• User-Centered Design: A core methodology involving deep empathy for patients and caregivers, iterative design, and user testing to ensure solutions are practical, desirable, and effective.

• Process Optimization: Focus on analyzing and improving existing patient and staff journeys and workflows to enhance efficiency, reduce friction, and elevate the overall care experience.

Company Website: http://www.memorialhermann.org

📝 Enhancement Note: Understanding the size and industry of Memorial Hermann is crucial. A large healthcare system presents unique challenges and opportunities for service designers, such as a wide range of patient demographics, complex regulatory environments, and the potential for significant impact across a vast network. The reporting line to a VP of Consumerism highlights the strategic importance placed on consumer experience.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-level to senior individual contributor, equivalent to a Senior Service Designer or CX Strategist. It requires significant autonomy in research, design, and stakeholder engagement but does not explicitly mention direct reports. The "Manager" title, in this context, signifies responsibility for managing specific design projects and initiatives rather than a team.

Reporting Structure: The direct reporting line to the Vice President, Consumerism, provides high visibility and direct access to executive decision-making. This structure allows for swift communication of insights and recommendations, potentially accelerating the adoption of innovative solutions. It also implies that the individual will be expected to operate with a high degree of strategic thinking and deliver impactful results that align with executive priorities.

Operations Impact: The Consumer Experience Design Manager plays a critical role in shaping the perception and delivery of care within Memorial Hermann. By designing patient-centered journeys, they directly influence patient satisfaction, trust, loyalty, and potentially health outcomes. Their work also impacts operational efficiency by identifying and streamlining processes, reducing waste, and improving staff experience, which can indirectly contribute to the financial health of the organization. The role is key in driving the system's commitment to "delivering high quality, efficient care while creating exceptional experiences."

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as healthcare UX, patient journey mapping, or design research methodologies within complex organizations.

• Leadership Track: Progress to a formal management role, leading a team of designers or researchers, or move into more senior strategic roles like Director of Patient Experience or Head of Service Design.

• Cross-Functional Expertise: Gain broader experience by collaborating on projects with different departments, potentially leading to roles in strategic planning, innovation, or operational excellence.

• Industry Influence: Contribute to the broader healthcare design community through speaking engagements, publications, or participation in industry forums.

📝 Enhancement Note: The "Manager" title in a large health system can sometimes imply leading projects rather than people. The reporting line to a VP is a good indicator of the strategic level and potential for influence. Growth opportunities should focus on both deepening design expertise and potentially moving into formal leadership or broader strategic roles within the organization.

🌐 Work Environment

Office Type: The role is based at the "System Services Building West," suggesting a corporate or administrative office environment rather than a clinical setting. This type of workspace typically fosters a professional, collaborative atmosphere conducive to strategic planning, design work, and administrative tasks.

Office Location(s): The primary location is West, Texas. This implies a specific geographic area where the candidate will need to work on-site.

Workspace Context:

• Collaborative Environment: The role requires extensive collaboration, so the workspace likely supports team meetings, workshops, and cross-functional interaction. Expect a mix of individual work areas and shared spaces for brainstorming and presentations.

• Operations Tools & Technology: Access to standard office technology, including computers, reliable internet, and potentially specialized design and visualization software, will be essential. The organization will likely provide necessary hardware and software licenses.

• Team Interaction: Regular interaction with peers within the Consumerism or Patient Experience team, as well as frequent engagement with leaders and staff from various departments across the health system.

Work Schedule:

• The standard work schedule is 40 hours per week, typical for full-time roles.

• Given the nature of design and healthcare, there may be periods requiring flexibility to meet project deadlines or accommodate stakeholder availability, but the core expectation is an on-site presence during business hours.

📝 Enhancement Note: The "System Services Building" suggests a corporate setting. For a service designer, this means the environment will likely be more focused on strategy and planning, with opportunities for fieldwork or site visits to clinical areas to conduct research.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will likely conduct an initial phone screen to assess basic qualifications, experience, and interest.

• Hiring Manager Interview: A conversation with the VP of Consumerism (or their delegate) to delve deeper into your experience, approach to service design, understanding of healthcare consumerism, and strategic thinking.

• Portfolio Review & Presentation: A key stage where you will be asked to present a selection of your work, likely focusing on 1-2 case studies that demonstrate your end-to-end design process, research capabilities, problem-solving skills, and ability to articulate impact. Be prepared to discuss challenges, solutions, and outcomes.

• Cross-functional Panel Interview: You may meet with key stakeholders from departments you would collaborate with (e.g., clinical operations, IT, patient advocacy) to assess your collaboration style, communication skills, and ability to build rapport.

• Final Interview: Potentially a final discussion with senior leadership or a hiring committee to ensure alignment with organizational values and strategic goals.

Portfolio Review Tips:

• Curate Selectively: Choose 2-3 projects that best showcase your end-to-end service design process, from research and insight generation to solution design and validation.

Prioritize healthcare-related projects if possible.

• Structure Your Narratives: For each case study, clearly outline:

  • The Problem/Opportunity (Context)
  • Your Role & Responsibilities
  • The Research & Discovery Process
  • Key Insights & User Needs
  • The Design Process & Solutions Developed (e.g., journey maps, blueprints, wireframes, service concepts)
  • Testing & Validation Methods
  • Outcomes & Impact (Quantify where possible: e.g., improved satisfaction scores, reduced wait times, increased engagement)

• Focus on "Why": Explain the strategic rationale behind your design decisions and research methods.

• Showcase Collaboration: Highlight how you worked with stakeholders and incorporated their feedback.

• Prepare for Questions: Anticipate questions about your approach to ambiguity, handling difficult stakeholders, measuring success, and your understanding of the healthcare landscape.

Challenge Preparation:

• Hypothetical Scenario: You might be given a hypothetical patient experience challenge within the healthcare system and asked to outline your approach to understanding and solving it. Focus on your process: research methods, stakeholder engagement, ideation, and validation.

• Process Improvement Exercise: Be ready to analyze a described process and suggest improvements from a consumer experience perspective.

• Strategic Questions: Prepare to discuss your understanding of consumerism in healthcare, key trends, and how design thinking can drive strategic objectives for an organization like Memorial Hermann.

📝 Enhancement Note: The portfolio review is critical. Candidates should prepare a concise, impactful presentation that clearly demonstrates their ability to translate complex user needs into tangible improvements within a healthcare context. Highlighting experience with healthcare-specific challenges and patient journeys will be a significant advantage.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Visualization Software: Proficiency in tools like Miro, Mural, Figma, Adobe Creative Suite (Illustrator, Photoshop, InDesign), or similar platforms for creating journey maps, service blueprints, wireframes, prototypes, and presentations.

• Survey & Feedback Tools: Experience with platforms like SurveyMonkey, Qualtrics, or similar for designing and distributing surveys and collecting qualitative feedback.

• Collaboration Platforms: Familiarity with tools like Microsoft Teams, Slack, or Google Workspace for day-to-day communication and collaboration.

Analytics & Reporting:

• Data Analysis Tools: Ability to work with data from various sources. Experience with tools like Excel for data manipulation and analysis. Familiarity with business intelligence platforms (e.g., Tableau, Power BI) is a plus for understanding dashboards and reports.

• CRM/Patient Management Systems: While not explicitly a CRM role in the traditional sense, understanding how patient data is managed within healthcare systems (e.g., EHR/EMR systems like Epic, Cerner) can be beneficial for context.

CRM & Automation:

• Project Management Software: Experience with tools like Asana, Jira, Trello, or Monday.com for managing design projects, tasks, and timelines.

• Presentation Software: Advanced skills in PowerPoint or Google Slides for creating executive-level presentations.

📝 Enhancement Note: The core technical requirement revolves around design and visualization tools for service design artifacts. While direct experience with EHR systems isn't mandatory, understanding their role in the patient journey is advantageous. Strong presentation and collaboration tools are essential for this cross-functional role.

👥 Team Culture & Values

Operations Values:

• Compassion & Personalization: A fundamental value in healthcare, requiring all initiatives, including experience design, to be empathetic, patient-centered, and tailored to individual needs.

• Quality & Efficiency: Striving for the highest standards of care delivery while optimizing processes to ensure efficient use of resources and timely service.

• Safety: Paramount in healthcare; all designed experiences must uphold and enhance patient safety protocols.

• Teamwork & Collaboration: Memorial Hermann emphasizes collective effort. Operations professionals are expected to work seamlessly across departments to achieve shared goals.

• Community Focus: A commitment to serving and improving the health and well-being of the community, which informs the purpose and impact of all roles.

Collaboration Style:

• Cross-Functional Integration: Expect a highly collaborative environment where insights and designs are co-created and refined with input from diverse teams, including clinical staff, administrators, IT, and patients.

• Process Review & Feedback: A culture that encourages open feedback on processes and designs to ensure continuous improvement and alignment with operational realities.

• Knowledge Sharing: Practices that promote the sharing of best practices, research findings, and design solutions across the organization to foster learning and innovation.

📝 Enhancement Note: The values of a healthcare organization like Memorial Hermann are deeply tied to patient well-being and community service. For a service designer, this means aligning design choices with ethical considerations, patient safety, and the overall mission of providing compassionate care. Collaboration is key, as healthcare environments are complex and require buy-in from many stakeholders.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Healthcare Complexity: The healthcare industry is highly regulated, data-sensitive, and involves diverse stakeholders with varying priorities. Designing effective solutions requires deep understanding and careful navigation.

• Balancing Patient Needs with Operational Constraints: Finding innovative solutions that are both highly desirable for patients and feasible within the operational and financial realities of a large health system.

• Driving System-Wide Change: Scaling successful pilot initiatives across a large, distributed organization like Memorial Hermann requires strong change management, stakeholder buy-in, and robust implementation support.

• Measuring Impact in Healthcare: Quantifying the ROI of experience design initiatives can be challenging due to the multi-faceted nature of patient outcomes and the long-term impact of care.

Learning & Development Opportunities:

• Healthcare CX Specialization: Opportunities to become a subject matter expert in customer experience design specifically within the healthcare sector, understanding unique patient journeys and regulatory environments.

• Advanced Design Methodologies: Access to training and resources for advanced service design techniques, user research methods, and emerging tools.

• Strategic Exposure: Direct interaction with senior leadership (VP level) provides exposure to strategic decision-making and organizational priorities.

• Industry Conferences & Certifications: Potential support for attending healthcare innovation or design conferences, and pursuing relevant certifications to stay abreast of industry best practices.

📝 Enhancement Note: Key challenges will involve translating design concepts into practical, scalable solutions within the unique constraints of healthcare. Growth opportunities are strong, given the organization's size and focus on consumerism, allowing for deep specialization and strategic influence.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex patient journey you have mapped and redesigned. What were the key pain points, what was your design process, and what was the measurable outcome?" (Focus on your end-to-end process, problem-solving, and impact.)

• "How would you approach building consensus among diverse stakeholders (e.g., physicians, administrators, IT, patients) for a new patient experience initiative?" (Highlight your collaboration, communication, and stakeholder management skills.)

• "Imagine we want to improve the experience of patients undergoing a specific procedure. What steps would you take to understand the current experience and design a better future state?" (Demonstrate your systematic approach to research, ideation, and design.) Company & Culture Questions:

• "What do you know about Memorial Hermann's commitment to community health and patient-centered care, and how would your role as a Service Designer contribute to this mission?" (Research the company's mission, values, and recent initiatives.)

• "How do you stay updated on consumer trends, particularly within the healthcare industry?" (Showcase your proactive learning and industry awareness.)

• "Describe a time you had to work with ambiguity. How did you navigate it and move forward with a design project?" (Assess your comfort with uncertainty and problem-solving skills.) Portfolio Presentation Strategy:

• Tell a Story: Frame each case study as a narrative, clearly outlining the journey from problem to solution to impact.

• Show, Don't Just Tell: Use visuals (journey maps, blueprints, mockups) to illustrate your points effectively.

• Quantify Impact: Wherever possible, present data and metrics that demonstrate the success of your projects. If direct metrics aren't available, discuss qualitative feedback and potential impact.

• Focus on Your Role: Be clear about your specific contributions, especially in team-based projects.

• Engage Your Audience: Be prepared to answer questions thoughtfully and demonstrate your passion for improving consumer experiences.

📝 Enhancement Note: Interview preparation should focus on showcasing a blend of strategic thinking, deep design methodology, strong communication skills, and an understanding of the healthcare context. The portfolio presentation is a crucial opportunity to demonstrate these capabilities in action.

📌 Application Steps

To apply for this Consumer Experience Design Manager (Service Designer) position:

• Submit your application through the provided link on the Memorial Hermann careers portal.

• Customize Your Resume: Tailor your resume to highlight keywords and responsibilities mentioned in the job description, such as "journey mapping," "service design," "patient experience," "design research," "stakeholder management," and "C-suite presentation." Quantify your achievements with specific metrics where possible.

• Prepare Your Portfolio: Select 2-3 of your strongest projects that best demonstrate your end-to-end service design process, research capabilities, and ability to drive impact. Ensure your portfolio is well-organized, visually compelling, and ready for presentation.

• Research Memorial Hermann: Gain a deep understanding of their mission, values, recent news, and any specific patient experience initiatives they have publicly discussed. This will help you tailor your responses and demonstrate genuine interest.

• Practice Your Presentation: Rehearse your portfolio presentation thoroughly, focusing on clear storytelling, concise explanations, and confident delivery. Be prepared to answer detailed questions about your process and decisions.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.