Senior Consultant, Customer Experience (CX) at avalerehealth

About the Role

We are looking for a Senior Consultant, CX to join Avalere Health's SenseLab team. This role plays a critical part in embedding human-centered experience thinking into healthcare strategy and decision-making. You will lead the development of patient journeys and experience frameworks that help clients understand patients, caregivers, and systems in ways that directly inform strategy, design, and activation.

Key Responsibilities

• →Develop end-to-end patient journeys (current and future state), including Moments that Matter, unmet needs, and opportunity areas
• →Apply service design principles to connect patient experience with stakeholders, systems, and enablers
• →Produce high-quality CX artefacts, including patient and caregiver personas, journey maps, and service blueprints
• →Partner with research and insight colleagues to synthesize findings into journeys, experience priorities, and implications
• →Mentor Consultants and Associate Consultants on journey thinking and experience synthesis
• →Support proposals and scoping from a CX/experience-design perspective