Kate Newbold Email & Phone Number

South Bend-Mishawaka Region

I manage a team of 6 to scale consumer-facing digital technologies across Beacon, using design thinking and data to iterate on consumer journeys to generate revenue and reduce operational costs. Highlights include: • Redesigned consumer strategy to eliminate friction, optimize digital access and deliver choice, resulting in 17.33% average consumer funnel conversion rate for online appointments• Oversaw team redesign and launch of beaconhealthsystem.org, Beacon’s Digital Front Door… Show more I manage a team of 6 to scale consumer-facing digital technologies across Beacon, using design thinking and data to iterate on consumer journeys to generate revenue and reduce operational costs. Highlights include: • Redesigned consumer strategy to eliminate friction, optimize digital access and deliver choice, resulting in 17.33% average consumer funnel conversion rate for online appointments• Oversaw team redesign and launch of beaconhealthsystem.org, Beacon’s Digital Front Door. Improved website performance and accessibility to 90+/100 with new hosting service, new theme, recoding• Consolidated manual intake processes into scaled digital registration consumer experience, with 51%+ patient utilization across 50+ live locations in 2023 to date Show less

South Bend, Indiana Area

I supervise Digital Business Analysts and Tech Support for the Digital Design & Customer Experience team. Highlights include:• Built digital customer strategy roadmap with team Director and produced market, vendor evaluations• Managed expanded team to scale Telehealth to 300+ providers, 50+ clinics in 2 weeks during COVID. Received Physicians’ Governance Council commendation for work to scale, support Telehealth during this time• Implemented digital experiences: Provider… Show more I supervise Digital Business Analysts and Tech Support for the Digital Design & Customer Experience team. Highlights include:• Built digital customer strategy roadmap with team Director and produced market, vendor evaluations• Managed expanded team to scale Telehealth to 300+ providers, 50+ clinics in 2 weeks during COVID. Received Physicians’ Governance Council commendation for work to scale, support Telehealth during this time• Implemented digital experiences: Provider directory & search, online scheduling, CRM, text reminders. Resulted in 2.5M physician profile views, 60K Call to Action scheduling clicks in 2021, and reduced and maintained hospital imaging no-show rates from 6.1% to 2.6% in 2021 Show less

South Bend, Indiana Area

I guided strategy, development, and implementation of digital customer-facing solutions across the organization. I ran interviews, observations, and focus groups to inform priorities for our 3-year customer experience roadmap. I also researched and vetted 10+ digital tools and SaaS solutions for Beacon clinical and retail departments including Cardiothoracic Surgery, Primary Care, Emergency Services, and Health and Fitness clubs. In addition, I designed and communicated new customer service… Show more I guided strategy, development, and implementation of digital customer-facing solutions across the organization. I ran interviews, observations, and focus groups to inform priorities for our 3-year customer experience roadmap. I also researched and vetted 10+ digital tools and SaaS solutions for Beacon clinical and retail departments including Cardiothoracic Surgery, Primary Care, Emergency Services, and Health and Fitness clubs. In addition, I designed and communicated new customer service standards and expectations to 400+ leaders across the organization. Show less

South Bend, Indiana Area

I organized and implemented several digital transformation projects across the organization. The largest project was a 4-month Heart & Vascular process and customer experience study, for which I recommended and executed a Telehealth pilot to improve provider productivity by 1 post-op patient per day. I also designed and installed text-based surveys at 100+ patient care sites, and boosted the response rate by 4% in 2 years.

South Bend, Indiana Area

I was hired full-time to manage the design and initial implementation of a text-based customer and associate survey solution for gathering real-time feedback and tracking service recovery. I co-created the survey questions, cadence of delivery, and service recovery protocols with C-Suite, VP, and nursing leadership. I also coordinated the technical implementation alongside IT interface resources and vendor CTO. In addition, I provided all education on survey protocols and dashboard metrics… Show more I was hired full-time to manage the design and initial implementation of a text-based customer and associate survey solution for gathering real-time feedback and tracking service recovery. I co-created the survey questions, cadence of delivery, and service recovery protocols with C-Suite, VP, and nursing leadership. I also coordinated the technical implementation alongside IT interface resources and vendor CTO. In addition, I provided all education on survey protocols and dashboard metrics, which included in-person demos tailored to individual site needs. Show less

Chicago, Il

Consulted on development of communications framework for individual/organizational change, with an independent consulting firm specializing in change management.• Co-facilitated a number of brainstorming sessions with the CEO & Managing Director• Structured the main questions, processes, and tools of the framework• Researched competitors, partners, and potential future clients• Sought influencers to test the framework’s viability on small and large-scale transformational… Show more Consulted on development of communications framework for individual/organizational change, with an independent consulting firm specializing in change management.• Co-facilitated a number of brainstorming sessions with the CEO & Managing Director• Structured the main questions, processes, and tools of the framework• Researched competitors, partners, and potential future clients• Sought influencers to test the framework’s viability on small and large-scale transformational situations Show less

Evanston, Il

Conducted extensive secondary research for a popular press book authored by a professor of anthropology at Northwestern. This book, Beeline: What Spelling Bees Reveal About Generation Z's New Path to Success (2019), examines childhood in America by analyzing key shifts in how children understand and participate in academic competitions, and which populations – generational, ethnic, and racial – are contributing to this shift. My research involved:• Sourcing and analyzing research… Show more Conducted extensive secondary research for a popular press book authored by a professor of anthropology at Northwestern. This book, Beeline: What Spelling Bees Reveal About Generation Z's New Path to Success (2019), examines childhood in America by analyzing key shifts in how children understand and participate in academic competitions, and which populations – generational, ethnic, and racial – are contributing to this shift. My research involved:• Sourcing and analyzing research articles and statistics from national databases, academic journals and presses• Summarizing popular media and newspaper archives on such topics as Generation Z, social media, South Asian immigration, Tiger Mothers, hate crimes against South Asian Americans, and historical childhood competitions• Writing several annotated bibliographies and research reports synthesizing qualitative and quantitative data on trends like immigration patterns, social media use among young people, and “brain sports” • Compiling timelines on the historical development of the Scripps National Spelling Bee and briefs on past winners, to be interviewed by the author for inclusion in the book Show less

South Bend, Indiana Area

I worked closely with exceptional experience consultants, innovation designers, and marketing and strategy officers to better listen to our customers and research their unique connections to healthcare.• Co-developed a qualitative research strategy focused on ethnographic methods of data collection for a yearlong "Voice of the Customer" project• Co-facilitated 10+ un-focus groups and several in-person interviews and observations• Analyzed months of system-wide Press Ganey… Show more I worked closely with exceptional experience consultants, innovation designers, and marketing and strategy officers to better listen to our customers and research their unique connections to healthcare.• Co-developed a qualitative research strategy focused on ethnographic methods of data collection for a yearlong "Voice of the Customer" project• Co-facilitated 10+ un-focus groups and several in-person interviews and observations• Analyzed months of system-wide Press Ganey verbatims, one-on-one interviews, and associate feedback • Synthesized diverse data using key innovation approaches including Brandtrust's emotional inquiry methods and Pine and Gilmore's persona work• Developed a pilot program, in coordination with the CAO and the VP of Marketing and Innovation, to better integrate patients’ social, cultural, and personal backgrounds into the care they receive while preparing for lower extremity joint replacement surgery• Completed secondary research and literature reviews on compliance and pre-op education• Developed qualitative research proposal - using online surveys, in-house observations, interviews, patient story sessions - to gather patient-driven data Show less

Mishawaka, In

Schurz Communications Inc. (SCI) is a Mishawaka, Indiana-based news and information company that consists of cable, newspaper publishing and digital media. The company publishes daily and weekly newspapers in medium and small markets. It also owns cable companies and phone directories. Geographically, Schurz Communications has a presence in Arizona, Indiana, Iowa, Maryland, Michigan, Nebraska, Pennsylvania and South Dakota.• Co-developed and executed strategic planning goals to clarify… Show more Schurz Communications Inc. (SCI) is a Mishawaka, Indiana-based news and information company that consists of cable, newspaper publishing and digital media. The company publishes daily and weekly newspapers in medium and small markets. It also owns cable companies and phone directories. Geographically, Schurz Communications has a presence in Arizona, Indiana, Iowa, Maryland, Michigan, Nebraska, Pennsylvania and South Dakota.• Co-developed and executed strategic planning goals to clarify Schurz Communications’ mission, values, and innovation initiatives • Co-facilitated a two-day strategic planning workshop, attended by 20 company directors and executives• Co-synthesized over 500 pages of data from employee surveys and industry trend reports and revising strategic priorities to align with company values• Produced a comprehensive report on major actionable insights and impressions from the workshop. This will be used by the CEO for future recommendations on improving SCI's strategic growth over the next several years.The end of the meeting yielded a much clearer set of priorities and company goals, most significantly a dedication to enhancing innovation at SCI at all levels of the company. Show less

Chicago, Il

HERE Life is an off-campus student housing community and laboratory designed to seed and harvest data, derive new understanding and create new meaning from consumer behaviors, and inspire products, services, and experiences for the next generation. Initially launched at the University of Illinois, Urbana-Champaign, in late August 2015, HERE works at the intersections of big data and big meaning to capture the physical and digital lives of Millennials. We employ a wide range of technologies… Show more HERE Life is an off-campus student housing community and laboratory designed to seed and harvest data, derive new understanding and create new meaning from consumer behaviors, and inspire products, services, and experiences for the next generation. Initially launched at the University of Illinois, Urbana-Champaign, in late August 2015, HERE works at the intersections of big data and big meaning to capture the physical and digital lives of Millennials. We employ a wide range of technologies, sensors and instruments to capture real time data. • Reviewed possible research strategies for a longitudinal study on student routines and behaviors at University of Illinois, Urbana-Champaign• Co-developed an on-boarding strategy with the company CEO, CFO, and a talented team of outside consultants for managing the participation and retention of nearly 500 student subjects for this study Show less

Greater Chicago Area

At Northwestern University, I studied media history and communications in the Department of Radio/TV/Film, one of the top departments for media studies in the country. As a Research and Teaching Assistant, for two years I:• Performed primary and secondary qualitative research on various media topics for 3 tenured professors in my department• Taught 8 classes in the School of Communications, 20+ students each• Designed my own discussion sections• Graded all work for… Show more At Northwestern University, I studied media history and communications in the Department of Radio/TV/Film, one of the top departments for media studies in the country. As a Research and Teaching Assistant, for two years I:• Performed primary and secondary qualitative research on various media topics for 3 tenured professors in my department• Taught 8 classes in the School of Communications, 20+ students each• Designed my own discussion sections• Graded all work for assigned students• Delivered guest lectures in 3 different media history courses of 50+ students each My time at Northwestern also included ample publication and presentation opportunities. To date, I have published 6 academic articles on various media history and communications topics at top peer-reviewed journals including Spectator, Media History, and the Historical Journal of Film, Radio and Television. Moreover, I have presented original media and technology research at over 10 national and international conferences such as the Society for Cinema and Media Studies and the Cultural Studies Association, and have been invited to present at specialty conferences on topics ranging from television and gender to new media history.My research and teaching endeavors were supported throughout by several competitive fellowships and grants. • Screen Cultures fellowship for 5 years of funding at $21,000/year• University Fellowship for 1 year of funding at $21,000/year• Conference Travel Grants, $5500 total over 5 years • Graduate Research Grant, $2000 awarded for research at the Library of CongressIn addition, I identified a need for more professional development in our department, and won a grant to provide quarterly professional development workshops for graduate students in media studies at Northwestern. These awards were capped off by my acceptance of the highly competitive Graduate Student Essay Prize for the Media History journal in 2014, which came with a publication and $1200 prize. Show less

Chicago And Evanston, Il

I taught 2 media classes for Northwestern's School of Continuing Studies: multiple sections of Understanding Media Contexts, a core course in the Department of Radio/TV/Film's media studies major, and a self-designed course called Comic Book TV. • Delivered lectures and facilitated discussions for classes with 20+ students• Created all lesson plans and graded all writing and oral assignments• Developed innovative approaches to teaching non-traditional students, most successfully… Show more I taught 2 media classes for Northwestern's School of Continuing Studies: multiple sections of Understanding Media Contexts, a core course in the Department of Radio/TV/Film's media studies major, and a self-designed course called Comic Book TV. • Delivered lectures and facilitated discussions for classes with 20+ students• Created all lesson plans and graded all writing and oral assignments• Developed innovative approaches to teaching non-traditional students, most successfully peer debate and observational research in public media environments • Received overwhelmingly positive feedback, with an average of 4.6/5.0 on mid- and post-course surveys. Show less

Chicago, Il

I taught several sections of a core class in DePaul's College of Communication for their media studies major: History of Radio and TV. • Designed the course to satisfy all guidelines pertaining to the media studies major• Delivered lectures and facilitated classroom discussions for classes of 25+ students• Wrote all lesson plans and graded all written and oral work• Applied innovative methods to teach my students the importance of primary and secondary research in authoring… Show more I taught several sections of a core class in DePaul's College of Communication for their media studies major: History of Radio and TV. • Designed the course to satisfy all guidelines pertaining to the media studies major• Delivered lectures and facilitated classroom discussions for classes of 25+ students• Wrote all lesson plans and graded all written and oral work• Applied innovative methods to teach my students the importance of primary and secondary research in authoring studies • Received overwhelmingly positive feedback with an average of 4.7/5.0 on mid- and post-course surveys Show less

Broadway And Roscoe, Chicago, Il

Though I began as a barista at Starbucks, after only 5 weeks I was promoted to shift manager of a neighborhood store in Chicago's Lakeview Neighborhood. • Achieved stellar sales through extensive product knowledge and over 150+ hours of in-store training• Implemented the shift to Starbucks’ upscale food product line, La Boulange• Received exemplary reviews from my co-workers, fellow shift managers, and store manager on my management and communications style

Doctor Of Philosophy (Phd), Communication And Media Studies, 3.98

Activities and Societies: Graduate Student Essay Prize, Media History peer-reviewed journal (2014) Teaching Mentor and Fellow, Searle.

Innovation Leadership Immersion Course

Two-day intensive group workshop covering the major disciplines of innovation, including Doblin's Ten Types and IDEO's Deep Dive.

Master Of Arts (M.A.), Media, Technology And Society, 4.0

Bachelor Of Arts (B.A.), English, Cinema Studies, 3.82

Activities and Societies: Assistant producer or director for over fifteen theater productions at Penn, Member of Alpha Phi fraternity.