Patient Experience Transformation Consultant - (24469)

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Job Title

Patient Experience Transformation Consultant

Program & Department

Regular / Temporary

Regular

Full / Part Time

Full time

Temporary End Date (Anticipated)

Union

Non Union

Requisition Close Date

09 November 2026

Salary Plan / Job Grade

$51.76 - $60.89 ( NU_08 )

Job Posting Reason

New Position

Job Summary & Requirements

The Patient Experience Transformation Consultant serves as an organizational champion and change agent for patient- and care partner-centred care, working across RVH to mobilize patient experience strategy, build organizational capability, influence culture, and embed experience into how care is designed, delivered, and continuously improved. The role advances RVH’s Vitally You strategic priorities by ensuring the perspectives and experiences of patients and care partners meaningfully inform organizational planning, service design, decision-making, and improvement.

Working collaboratively with patients, care partners, physicians, staff, leaders, and community partners, the Consultant acts as a catalyst for transformation, building shared ownership and supporting teams to translate patient experience insights into meaningful and sustainable improvements. The Consultant leverages aggregated experience insights, trends, themes, and organizational learning to identify systemic opportunities, influence priorities, and drive proactive improvement.

The Patient Experience Transformation Consultant serves as a resource and subject matter expert in patient experience, engagement, experience measurement, service design, co-design, and related improvement methodologies.



The Consultant works across clinical and operational areas to translate experience data and insights into actionable recommendations, support strategic and quality improvement initiatives, facilitate co-design and engagement, build capability, and enable sustainable change. Through consultation, facilitation, education, coaching, and project leadership, the role strengthens organizational capacity for patient- and care partner-centred care and supports RVH’s commitment to exceptional patient and care partner experiences.

Qualifications

Education:

- Undergraduate degree in Health Administration, Health Sciences, Business Administration, Organizational Development or a related field.
- Master’s degree in a related discipline preferred.
- Equivalent combinations of education and demonstrated professional experience in patient experience, customer experience, service excellence, organizational transformation, engagement or progressive improvement initiatives may be considered.

Experience:

- Five (5) to seven (7) years of progressive experience leading or supporting experience, engagement, or organizational improvement initiatives.
- Experience leading or supporting change initiatives that engage leaders, frontline staff and support the adoption and sustained integration of new practices.
- Experience working collaboratively with customers, staff,



and leaders to improve experience.
- Experience collecting, analyzing, and interpreting experience data and feedback to identify opportunities, inform decision-making, and measure improvement.
- Experience developing, implementing, and evaluating experience strategies, frameworks, and improvement initiatives that support better delivery and outcomes.
- Experience facilitating customer engagement, consultations, working groups, and co-design processes to inform service and improvements.
- Experience developing and delivering education or training to leaders and frontline staff.
- Experience with digital engagement platforms, feedback systems, or innovative approaches to access and engagement.
- Knowledge of patient-, care partner, customer- and human-centred experience principles, patient engagement practices, experience measurement, service design and co-design methodologies.
- Knowledge of change management, quality improvement principles, and evidence-informed approaches to implementing and sustaining practice change.
- Demonstrated ability to influence without formal authority, challenge existing practices constructively, and mobilize leaders and teams around experience improvement.
- Demonstrated emotional intelligence, organizational awareness, political acuity and ability to navigate complex organizational environments, build trust and influence diverse contributors.
- Exceptional facilitation, consultation, communication, and relationship-building skills, with the ability to engage.
- Ability to translate strategy into action by leading and coordinating complex transformation and improvement initiatives, managing c

📌 Patient Experience Transformation Consultant (Barrie)
🏢 Royal Victoria Regional Health Centre
📍 Barrie