Customer Experience Analyst Intermediate

1 week ago

Ann Arbor, United States C.S. Mott Children's Hospital Full time
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How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary

Are you passionate about engaging stakeholders and making change easier for teams and individuals? The Health Information Technology & Services (HITS) department at Michigan Medicine is seeking a Customer Experience Analyst Intermediate to join our team. This is a unique opportunity to shape communication strategies and change initiatives that impact thousands of employees and healthcare professionals.

You will collaborate with the Clinical & Revenue Cycle Portfolio Change Management Lead and internal partners including physicians, nurses, and other clinical staff to conduct audience research and develop communication strategies that promote adoption. Through thoughtful content creation and stakeholder engagement, you will help shape a positive user experience during periods of transition.

Who We Are

HITS plays an essential role at Michigan Medicine, supporting more than 35,000 clinicians, researchers, learners, and staff with innovative technology solutions. Our Customer Experience (CX) Team focuses on user-centered service design, employee communications, and organizational change management to ensure smooth adoption of new technologies and processes. We thrive in a collaborative, fast-paced environment where teamwork and adaptability drive success.

Responsibilities*

Organizational Change Management & Communications Planning

  • Partner with senior team members to plan and implement change management strategies targeting clinicians, researchers, and healthcare professionals.
  • Support the development of audience-specific communication plans, ensuring alignment with strategic goals.
  • Create and maintain internal communications content, including announcements, web content, targeted email, newsletters, presentations, and executive talking points.

Stakeholder Engagement & Research

  • Conduct audience research, interviews, and impact assessments to understand the unique needs of healthcare providers and inform communication strategies.
  • Develop strategies to engage key stakeholders and align them with upcoming changes.
  • Monitor and measure the effectiveness of communication strategies, adjusting as needed.

Risk Management & Sponsor Support

  • Identify and mitigate risks associated with organizational changes.
  • Help educate sponsors on their roles in driving change and provide them with communication tools.

Sustainability & Leadership

  • Contribute to decision-making processes related to communication and change management.
  • Monitor the execution of change initiatives and assist in fine-tuning strategies for sustained adoption.

Required Qualifications*

  • Bachelors degree or equivalent combination of education and experience
  • 2-3 years of experience

Desired Qualifications*

  • Excellent written and verbal communication skills; ability to tailor messages for diverse audiences.
  • Strong interpersonal and stakeholder engagement skills.
  • Familiarity with strategic communication or organizational change management methodologies.
  • Ability to work independently and collaboratively in a remote environment.
  • Strong organizational skills, with the ability to manage multiple projects.
  • Comfortable adapting to change and open to constructive feedback.
  • Proven ability to meet deadlines and thrive in a fast-paced environment.
  • Self-motivated, detail-oriented, and reliable in follow-through on commitments.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Additional Information

Benefits

We offer a benefits package that includes comprehensive training and career development opportunities, generous retirement savings plans, ample paid time off, and a wealth of family care support: https://careers.umich.edu/benefits

Diversity Statement

HITS is firmly committed to advancing inclusion, diversity, equity, accessibility, and belonging, which are core to the culture and values of Michigan Medicine. Our community supports recruiting and cultivating a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan and the world. We strive to create a work culture where each team member feels respected, valued, and safe.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

Job Opening ID

258172

Working Title

Customer Experience Analyst Intermediate (REMOTE)

Job Title

Business Systems Analyst Inter

Work Location

Michigan Medicine - Ann Arbor

Ann Arbor, MI

Modes of Work

Mobile/Remote

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Exempt

Organizational Group

Exec Vp Med Affairs

Department

MM HITS BusIT Cust Experience

Posting Begin/End Date

12/26/2024 - 1/16/2025

Career Interest

Information Technology

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