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Director Customer Experience-ORC-CUS000CX at Blue Cross Blue Shield of Michigan

Posted in Management 30+ days ago.

Type: Full-Time
Location: Detroit, Michigan





Job Description:

As the healthcare industry transforms and customer expectations change, leading companies are differentiating through the customer experience (CX). Blue Cross Blue Shield of Michigan (BCBSM) has a strong track record of improving CX and is looking for an experienced leader to advance CX efforts into the future.


This director will wear many hats, including strategist, facilitator, evangelist, ambassador, educator and experience designer.  The director must be a confident and adept leader with the ability to challenge the status quo while simultaneously working to build relationships and credibility in support of delivering results. The role reports to the vice president of Corporate Marketing and Customer Experience and is responsible for working across all business areas from operations to sales to customer service, and across all communications channels. Digital and mobile experience is important.


Responsibilities:



  • Leverage research and insights to obtain an in-depth understanding of member wants and needs of their health plan and the current pain points they experience; then find ways to improve those interactions

  • Envision the experience we want our members to have and build those experiences with the member at the center.  These efforts include how members can self-serve their needs in a way that advances their understanding of their health plan and improves satisfaction with Blue Cross.  This necessarily includes working across stakeholders (group customers, providers and agents) to create experiences that work together to deliver an easy, useful and personal experiences. 

  • Activate employees to demonstrate consumer centric behaviors by leading or contributing to enterprise-wide campaigns that help demonstrate how to behave in consumer centric ways and encourage on-going practice

  • Drive improvement in CX performance metrics

Responsible for leading efforts in support of improving HMO/PPO member satisfaction targets, CAHPS scores and enterprise wide goals tied to delivering a high-valued customer experience. Lead change efforts and collaborate with other organizational areas.





  • Serve as member experience champion across all product lines with primary focus on optimizing interactions from customers’ perspective for commercial business.



  • Build a deep understanding of member experience through synthesis and analysis of primary and secondary research from multiple stakeholders to determine critical focal points for improvement initiatives.



  • Benchmark best practices within the industry, addressing gaps in performance based on survey data and utilization of feedback from internal and external focus groups.



  • Partner with business areas to champion improvement initiatives across the organization; including coordination with the project management office and operating areas on execution of improvement initiatives.



  • Direct and lead strategic projects tied to improving the overall member experience across multiple business areas.



  • Lead cross functional work teams to identify, develop and/or oversee initiatives targeted at improving member experience. Facilitate development of member experience initiative roadmap, performance measures and appropriate tracking to ensure organizational objectives are met.



  • Develop and implement progress reporting to key internal stakeholders.

"
Qualifications"



  • Bachelor's Degree in related field required.  Master's Degree in Business, Health Services Administration or related field preferred. 



  • Five (5) to ten (10) years experience in related field including experience in a managerial role required.



  • Experience in health plan operations required.



  • Excellent communication and leadership skills and ability to multi-task.



  • Ability to create structured processes and synthesize information and develop /execute programs and projects from conceptual level.



  • Must possess strong initiative and ability to anticipate needs and sense of urgency. Strategic thinker with broad understanding of business preferred.



  • Other related skills and/or abilities may be required to perform this job.


Department Required Skills / Experience:



  • Innate empathy and desire to improve customer experiences

  • Advance CX Maturity, CX ROI-based business cases, Voice of the Customer programs, CX design (persona, journey maps, and empathy maps), employee rewards and recognition programs, and cultural change programs.

  • Ability to drive results, lead cross-functional teams, influence others and foster collaboration

  • Excellent oral and written communication skills

  • Strong presentation skills

  • Excellent analytical skills and demonstrated ability to translate the analysis into meaningful and practical recommendations

  • Evidence of achieving results in complex settings and in matrix environment

Department Preferred Skills / Experience:



  • Human-centered design

  • Service design, business design and design thinking

  • Digital transformation

  • Familiarity with Agile development methodology


 


All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.





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