Intermountain welcomed Kevan Mabbutt on August 24 as our new Senior Vice President and Chief Consumer Officer. He leads Intermountain’s efforts to create a customer-centric mentality across the organization and weave it into our culture. Mabbutt is a global leader in customer experience—where he’s worked to create best-in-class consumer outcomes for brands like Disney, Discovery Channel, and the BBC. Now he brings his expertise to Intermountain and to healthcare.
“Kevan is superbly qualified to identify what our customers and patients need and expect from us, and to evolve our capability to create and deliver consistent, customer-centered, digitally enabled experiences for them,” said Marc Harrison, MD, Intermountain’s President and CEO. “We’re fortunate he’s chosen Intermountain and healthcare on his professional journey.”
Mabbutt will be a member of Intermountain’s Executive Leadership Team—the team of top leaders—and will represent the voice of the customer at the strategy-setting level of the organization. He’ll also succeed Bruce Jensen, who’s retiring in January 2018, as the leader of Intermountain’s Communications team (including its marketing, advertising, public relations, internal communications, and media functions).
Mabbutt has served as the global head of consumer insight for The Walt Disney Company, based in Los Angeles, for the past seven and a half years. There, he led the transformation and development of Disney’s theme park, cruise line, resort, retail, and digital experiences in the U.S., Europe, and Asia. He was instrumental in defining and optimizing the guest experience at Disney’s first theme park in mainland China (Shanghai Disney Resort, opened in 2016). He also oversaw the expansion of the Disney, Pixar, Marvel, and Star Wars brands globally.
Before Disney, Mabbutt held global marketing and analytics leadership roles at Discovery Channel and the British Broadcasting Corporation, and he served as a consultant to media companies in the Middle East and Europe.
“I’m excited to join an industry that’s so vital and dynamic and to be part of an organization at the forefront of change,” Mabbutt said. “Healthcare is primed for transformation, and Intermountain is well-positioned to lead the shift to a more customer-centric model. Leadership here has a clear, compelling, and progressive vision, and my sense is that the organization is ready, energized, and has the chops to pull it off. I’m humbled by this opportunity and eager to help Intermountain on this exciting journey.”
Mabbutt was born in London, England. He spent his childhood in Africa before returning to the United Kingdom for high school and college. Mabbutt received both his bachelor’s and master’s degrees of arts from Cambridge University, U.K.
In 2005, he and his family moved to the U.S., where he’s continued to enjoy a global career while checking off visits to the 50 states. Mabbutt and his wife, Sue, have two boys, George and Dylan, ages 18 and 16. They enjoy travel, skiing, hiking, African safaris, Formula 1, soccer, art, and music. They know Utah has a lot to offer and look forward to taking it all in.