Customer Experience Strategist (Potential Remote in Select SC Counties) job vacancy

Vacancy expired!

Summary Position PurposeWe are currently hiring for a Customer Experience Strategist to join BlueCross BlueShield of South Carolina. As a Customer Experience Strategist, you will Identify, research, evaluate, and quantify all aspects of a member experience/business solution or opportunity. Consult with Corporation's managers from front line supervisors up to senior management. You will also engage in the design, development, communication and implementation of member experience/business solutions and opportunities.

The ideal candidate for this role must be highly organized and able to successfully connect the dots on multiple competing projects.

Logistics: This position is full time (40 hours/week) Monday-Friday and will be located at 4101 Percival Road, Columbia S.C., 29219. This position has the potential to be a W@H position after an initial training period. Please note, this is subject to change based on business needs and/or employee performance. Description What You'll Do:

Support strategy, planning and performance of enterprise Customer Experience/Employee Experience programs, goals, KPIs (includes consumer, employee and co-led call center optimization efforts)
Monitor cross-functional Experience roadmaps and ensure prioritization, proactive scheduling of key deliverables, milestones and tasks (to include Corporate, LOB and team initiatives)
Partner across the enterprise to facilitate idea generation/innovation and transform concepts into consumer-focused experiences (i.e. launch Blue Tank)
Partner with Customer Experience team members to bridge Experience metrics for scorecard reporting, quarterly business reviews and other partnership reporting (also includes LOB engagement survey metrics)
Monitor all consumer and employee journeys (including friction points, improvements and trends)
Develop, manage, and implement customer insight methodologies as a foundation for business and service strategy and member experience roadmap development. Serve as a consultant across all lines of business to ensure and promote a consistent member experience strategy. Determine, set, and execute best direction in addressing business issues or opportunity by facilitating communication with business units.
Continually look for ways to better the member experience and develop project and implementation plans, as well as serve as the corporate project lead. Manage one's own tasks in projects, a project team and/or leads multiple projects. Work with vendors and internal areas to negotiate and manage deadlines based on the requirements of the projects. Recruit, coordinate, and manage member panels for online surveys, focus groups and usability studies.
Provide ongoing user support for ad hoc questions, inquiries, and business area requests by performing assessments and meeting with internal customers to understand and anticipate their needs and assist in determining priorities in the context of the overall member experience strategy. Assist all lines of business in mapping their existing processes, identifying problem areas, develop a correct action plan, and design methods to measure the effectiveness of change.
Coordinate with Corporate Communications to develop a plan for ongoing and episodic communications to employees to promote engagement, along with branding and implementation of customer centric marketing campaigns.
Develop programs for instilling the BlueCross BlueShield culture in new and existing employees. Define measures and incentives for cultural alignment.

To Qualify for This Position, You Need:

Bachelor's degree any major
Five (5) Years research/analysis, health plan operations, customer service management, and/or user experience/insight design/development.

We Prefer You Have:

Experience working in a healthcare related field, health insurance or other insurance industries.

Work Environment:

Typical Office Environment.

What We Can Do for You:

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have access and opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.

Our comprehensive benefits package includes:

401(k) retirement savings plan with company match
Health Insurance
Free vision coverage
Voluntary dental, vision, and life insurance
Paid annual leave - the longer you work here, the more you earn
Nine paid holidays
On-site cafeterias and fitness centers in major locations
Wellness programs and a healthy lifestyle premium discount
Tuition assistance
Service recognition

What to Expect Next:

After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements.

Management will be conducting interviews with those candidates who qualify with prioritization given to those candidates who demonstrate the preferred qualifications.

We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains Affirmative Action programs to promote employment opportunities for minorities, females, disabled individuals and veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities.

If you need special assistance or an accommodation while seeking employment, please e-mail abilities@bcbssc.com or call 1-800-288-2227, ext. 43172 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.

ID: #49176867
State: South Carolina Columbia 29201 Columbia USA
City: Columbia
Salary: USD TBD TBD
Job type: Permanent
Showed: 2023-02-13
Deadline: 2023-04-13
Category: Et cetera