End-to-End Member Experience Specialist, Principal

3 weeks ago

Oakland, United States Blue Shield of California Full time

Your Role
The End-to-End Member Experience team is accountable for leading the development of an integrated Member Experience (MX) strategy connecting digital, call center, marketing, and operations with the focus of being best in class within the healthcare industry.  The End-to-End Member Experience Specialist, Principal will report to the Director, End-to-End Member Experience. In this role you will design, manage, and conduct MX research in collaboration with external vendors and internal stakeholders to inform the optimization of member experiences specific to Blue Shield members, all while driving our Net Promoter Score (NPS) & Forrester program performance.
Your Work
In this role, you will:

Drive MX strategy and generate insights to set priorities that will drive ongoing development and refinement of the MX roadmap, prioritizing initiatives, and work efforts to continually optimize the experience
Derive insights and trends from data and analytics to create high-level strategies to drive optimization of customer experience and enhancement of loyalty
Support the Voice of the Customer (VoC) programs and collaborate across the organization to translate member reported issues into effective actionable results
Engage strong MX capabilities, including end-state visioning, design, roadmap development and journey mapping
Synthesize complex data and concepts into easily understood stories and recommendations for senior leadership, by scaling our NPS & Forrester programs
Own monthly, quarterly, and annual reporting
Identify critical business opportunities (both short and long term) that enable transformational change across the enterprise
Navigate ambiguity through strategic thinking, identify and implement improvements to various processes, programs, and tools used in support of the VoC best practices
Serve as subject matter expert in all things Member Experience
Your Knowledge and Experience

Requires a bachelor’s degree in Business, Human Computer Interaction, Information Management, Information Technology, Integrated Marketing Communications, or other related fields
Requires at least 10 years of prior relevant experience
Requires at least 3 years of experience in Customer Experience Management, Voice-of-Customer programs (e.g., CAHPS, NPS, and Forrester, etc.) or Market Research including end-state visioning, design, roadmap development, and journey mapping in roles such as analyst, program manager, or adjacent
Requires strong executive-level communication skills and ability to tell the story, innately curious, questioning and wanting to know “why" or “how” or “why not?” thrives in continuous test, learn environment, and creates a “safe to fail” culture
Ability to build effective relationships across the organization and externally, with vendors and business partners
Experience gaining cross-functional alignment in a matrixed environment and drive measurable and sustainable change
Ability to analyze ambiguous feedback from members (customers), employees and other sources to put into practical use
Experience managing larger improvement projects from insights to building business cases to managing implementation (working with cross-functional teams), strongly desired
Working experience with Tableau and statistical software (SAS, SPSS, R, etc.), strongly desired
Working knowledge and experience within the digital capabilities including UX research and best practices, strongly desired

 
Pay Range:
The pay range for this role is: $ 136400.00 to $ 204600.00 for California.
Note:
Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.

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