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Posted: Friday, March 2, 2018 2:35 AM

Description: In partnership with regional and national executive leadership, and under the direction of the Senior Vice President of National Delivery System Strategy, Planning & Design, leads the development and implementation of service experience design and implementation across the enterprise to support national strategic plan priorities including One KP, Vision 2025, care transformation, consumer digital strategy and the Total Health strategy. Leads national delivery system experience and facility design efforts, driving innovation and transformation efforts, and allowing these capabilities to grow and expand. This position will provide direct and indirect leadership aimed at creating a consistent experience for members across the enterprise through service experience and facility design initiatives, and data and strategy driven work.

Essential Responsibilities:
  • Service Experience Design: Leads national processes to design and implement delivery system-related member and community experiences in alignment with national strategic priorities around care transformation and Total Health. These efforts will be aimed at designing the service experiences of the future that leverages facility design, information technology, new care venues, and community integration. Aligns, coordinates and directs national resources to support delivery system design efforts. These resources include the Garfield Center, Innovation Consultancy and Strategic Design & Implementation. Coordinates with other internal KP functions focused on innovation, such as emerging regional innovation teams, by connecting with them to increase collaboration and share learnings. Works collaboratively with other national functions focused on innovation, such as KPIT and National Facilities Services, to bring together ideas to design service experiences that are transformative, appropriately resourced, and nationally scalable. Continues to enhance and develop the organization-s innovation and design capabilities through: recruitment of internal designers; field testing and other design approaches partnerships with design firms and other innovators; and, collaborations with KP vendors and others interested in co-creation efforts. Advises national executive leadership on opportunities to continue to invest in building innovation and design capabilities across the program. Initiates strategies and initiatives in support of the program-s care transformation and Total Health vision and seeks alignment and collaboration across the regions and national functions.
  • Design and Innovation Strategic Relations: Serves a key role in maintaining effective external relationships with other organizations that are leading the nation in design and innovation. Serves in leadership capacities on various design and innovation trade groups and boards. Provides and/or coordinates external facing leadership for the KP's innovation brand through: briefings with high profile KP customers (employer CEOs and VPs of HR); published articles in relevant publication and blog posts; external speaking engagements, and media interviews. Leads the processes and administration of the Sidney Garfield Center as an internal and community resource, a venue for organic innovation work, and as a showcase where in depth, customized experiences for high profile customers, brokers and decision makers are curated and toured.
  • Human Centered Design: Advances the program-s human centered design capabilities in collaboration with others leading innovation efforts across the enterprise, including both the health plan/hospital organizations and the Permanente Medical Groups and Federation.
  • Leverages work done to date across the program to design human centered design methodologies and execute training programs, and finds opportunities for partnership to advance key strategic initiatives across the program, particularly in the area of service experience design. Partners with outside organizations interested in co-creation of new service experience and delivery system capabilities. Helps create a community of practice to connect others across the program employing human centered design methodologies to create a larger and broader innovation community. This includes, but is not limited to: Permanente Medical Groups, Permanente Federation, National Quality, and KPIT.
  • Facility Design: Coordinates closely with facility design efforts within National Facilities Services and across the regions through effective and forward-thinking service experience design that yields new space and functional programs. Creates and leverages collaborative relationships and partnerships with KPIT to optimize investments between facilities, service experience design and information technology in support of national priorities. Nurtures partnerships with design firms, architects and other innovators to co-create around a vision for the future of service experiences and the delivery system. Solicits ideas from top designers across the country to bring the best and brightest ideas from within and outside the healthcare industry to drive the highest level of quality and the most outstanding service experience across the healthcare industry. In close partnership with National Facilities Services, leverages Kaiser Permanente-s relationships, influence and expertise with KP vendors to drive innovation across a myriad of facility-related industries, including architecture, furniture design, environmental and landscape design, and technology integration. Advises national executive leadership on opportunities to continue to invest in building innovation and design capabilities across the program.

    Basic Qualifications:
  • Minimum ten (10) or more years of executive level experience in a field of design and innovation.
  • Bachelor-s degree in business administration, research, public health, architecture/design, or health administration.
    License, Certification, Registration
  • N/A.

    Additional Requirements:
  • The ideal candidate will be a proven leader with a demonstrated track record of results who combines exceptional relationship building skills; communication and interpersonal skills; analytical and problem-solving skills; with well-developed business acumen. The candidate also possesses the following:
  • Demonstrated executive leadership skills in a matrix management environment that includes influencing, collaboration, candor, and openness with a focus on execution and results.
  • Demonstrated executive level skills in managing leaders and staff, including staff development, coaching/mentoring, performance reviews, financial performance and administration of human resources policies.
  • Demonstrated ability to lead innovation and change, leading broad-scale change management and human centered design efforts, project work involving various partners including Medical Group and/or Labor partners.
  • Demonstrated expertise in the operations and/or business of KP, health policy trends, and any applicable regulations related to the responsible practice area.
  • Expert communication skills, including internal and external public speaking, as well as other media (video, publications, etc.).
  • Demonstrated interpersonal skills, including networking, conflict resolution, negotiation, and collaboration, characterized by effective interactions with a diverse range of internal and external constituents, stakeholders and audiences
  • Demonstrated behaviors of decisiveness, action-orientation, personal integrity, and the capability to persevere in difficult situations
  • Demonstrated dedication to diversity and inclusion
  • Must be able to work in a Labor/Management Partnership environment

    Preferred Qualifications:
  • Master-s degree preferred.
    Primary Location: California,Oakland,Ordway One Kaiser Plaza
    Scheduled Weekly Hours: 40
    Shift: Day
    Workdays: Mon
    Working Hours Start: 8:00 AM
    Working Hours End: 5:00 PM
    Job Schedule: Full-time
    Job Type: Standard
    Employee Status: Regular
    Employee Group/Union Affiliation: Salaried, Non-Union, Exempt
    Job Level: Senior Executive
    Job Category: Research and Development
    Department: National Delivery System Strategy, Planning & Desi
    Travel: Yes, 25 % of the Time
    Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.
    Click here for additional requirements >

    Associated topics: administrative assistant, administrative officer, chief operations officer, document, facilities, front office, food, operation, operational assistant, operations director


  • • Location: East Bay

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