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Member Experience Lead - Research & Design (Hybrid) at Independence Blue Cross LLC

Posted in Management 30+ days ago.

Type: Full-Time
Location: Philadelphia, Pennsylvania





Job Description:

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

At Independence, everyone can feel valued, supported, and comfortable to be themselves. Our commitment to equity means that all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplaceCelebrating and embracing the diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.  

The Member Experience Lead (Research and Design) is responsible for identifying research opportunities and leveraging insights based on voice-of-the-customer data to create a world class member experience. The Member Experience Lead helps design highly innovative and visible projects that are transformative to the member experience. Partners with key business areas throughout the organization to design an ideal future state experience using design thinking principles. He/she will be expected to work with cross-functional partners and create organizational buy-in. 


  • Acts as the Voice of the Customer (VoC) through understanding data, research, and analytics to build and optimize strategies that extend loyalty and engagement.

  • Transforms raw customer data into actionable insights.

  • Leverages Voice of the Customer (VoC) feedback and journey mapping to develop, enhance and streamline customers’ experiences.

  • Acts as a liaison between the member experience team and key partners/departments throughout the organization.

  • Researches and stays up to date on latest member experience strategies to devise fresh approaches to uncover insights and actionable results.

  • Drives VoC research, through new studies and review of existing data, to understand current state member experience, pain points, and unmet needs. Includes research activities such as analysis of surveys and operational metrics, usability testing, conducting workshops with internal stakeholders to align to business needs, member focus groups, frontline employee focus groups, etc.

  • Compiles finished, well-documented research findings to deliver meaningful and actionable insights for future-state omni-channel member experiences that improve net promoter scores (NPS).

  • Utilizes design thinking principles such as persona development, rapid ideation, and “how might we?” thinking.

  • Partners with product and designers to inform on potential direction for new experiences and test with members.

  • Presents current state findings and recommendations for future-state design to functional heads and management throughout Independence.

  • Negotiates recommendations with leadership, finding balance of member experience improvement with operational efficiency.

  • Collaborates with peers across Independence to ensure a consistent end to end member experience.

  • Prepares written reports and presentations regarding project status, recommendations, and member experience direction.

  • Influences leaders through the organization to implement changes and recommendations.

  • Comfortable working in a fast-paced environment that thrives on delivering value to our customers frequently.

Qualifications


  • Bachelor’s Degree in Marketing, Business Administration or related field or equivalent work experience.   MBA preferred.

  • 8+ years of relevant work experience (i.e., Marketing, Research, Member Experience).

  • Understanding of and experience with Design Thinking principles to improve member experience.

  • Customer research experience (e.g., surveys, segmentation/personas development, focus groups, etc.).

  • Proven competency in data analytics and qualitative aspects of UX research.

  • Proven strategic thinking skills.

  • Effective communication and interpersonal skills (managing diverse relationships, inspiring others, flexibility), energy/drive, and strategic skills (making complex decisions, dealing with ambiguity, etc.).

  • Excellent quantitative, analytical, and problem-solving skills.

  • Collaborative disposition with a proven ability to influence leadership and indirect peers.

  • Natural curiosity to get into the details.

  • Able to translate customer needs into business solutions using creative problem solving.

  • Successful track record of driving results across multiple channels and initiatives.

Independence has implemented a “Hybrid of Choice” model which provides our associates with the flexibility to choose whether to work remotely, work in the office every day, or work in the office on certain days at their discretion. However, management may require our associates to work from Independence’s physical office locations on certain occasions. This role is designated as a role that fits into the “Hybrid of Choice” model. While associates may work remotely, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania.





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