Resp & Qualifications

PURPOSE: 
As a member of the Enterprise Strategy Division, you will play a critical role in driving customer-centric strategies using data-driven insights to improve experiences for key business segments. The segments include brokers, customers, providers (doctors), and members.
Your goal will be to deliver extensive consultation and guidance to ensure critical experience strategies are in place for all core audiences. At the same time, we enable experience strategies that drive meaningful value and action that evolve to meet the emerging needs of our audiences and corporate strategic goals. Delivers expert-level consultation and data-driven guidance to Executive leadership and Business areas to drive the adoption and activation of experience strategies, objectives and goals.
This role will lead and develop a team of professionals in customer experience, insights, and analytics capabilities. 
ESSENTIAL FUNCTIONS:

Customer Experience:

• Develop, implement, and refine comprehensive customer experience strategies and experience activations informed by measurement programs aligned with the company's strategy, mission and goals. Create a clear vision for in-depth understanding of the customer experience being delivered by leveraging operational, behavioral, benchmark, customer service and survey data.
• Develop a vision and roadmap for the CX & Insights team that helps shape future strategic decision-making with sound data solutions. Analyze national and regional healthcare trends and scenarios, new business models and potentially disruptive forces, and determine implications for the companys business strategies. Regularly lead and influence meetings with executives related to strategic insights and connecting the dots between customer insights and experience and corporate strategic goals.
• Make certain that insights gathered inform an on-going and iterative approach resulting in actionable advancements in customer experience. Specifically, managing the team to synthesize insights and take learnings to deliver optimized customer experiences quickly and consistently.

Market Analytics:

• Deliver expert level consultation and data driven guidance to Executive leadership and Business areas to support corporate wide and divisional objectives and goals. Oversee the collection and organization of data from various sources including but not limited to operational, customer service, financial and experience data. Oversee those who manage projects including vendor selection, study design and data analysis. This includes training and development planning for each team member. Extract meaningful insights across structured and unstructured data sets and creating and delivering meaningful presentations. Facilitate action planning based on recommendations to key stakeholders. Deliver data-driven presentations to Executive leadership inclusive of research-based recommendation while making certain to present in a succinct, compelling, fashion focused on delivering the right level of content to Executive and stakeholder audiences alike. 

Market Insights:

• Ensure comprehensive integration of research findings with marketplace analysis and internal operational and behavioral data analysis to fully assess organizational strengths, weaknesses, market opportunities and threats to delivering a world class customer experience. Help team members to develop customer strategies for core audiences, to gather insights, and to translate insights into meaningful experience activations in an iterative fashion. Build compelling presentations that synthesize findings, explain the story behind the numbers, and communicate actionable recommendations.

Cross Functional Team Building:

• Foster an inclusive and welcoming culture within the CX & Insights team, promoting close collaboration and career development. Lead, train, develop, and oversee a team of CX strategists and insights team members in the initiatives to improve experiences. Inventory, refine, and optimize existing and future insights programs to deliver nimble and actionable insights in support of CX initiatives and business stakeholder decision making and actioning. Support the deployment of ongoing experience activations. Foster a cross-functional culture of accountability and action toward customer experience working closely with cross-functional teams (e.g., sales, service, health services, quality, IT, marketing, product etc.) to deliver against CX strategies, insights, and experience activations.

QUALIFICATIONS:
Education: Bachelor's Degree in Business, Marketing, Economics, Social Sciences, Statistics, Mathematics or related field. In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Experience: 

• 8 years Progressive experience in a consumer research, consumer insights, or analytics role.
• 3 years management experience.

Preferred Qualifications:

• Graduate degree at the Masters or PhD level in Business, Market Research, or other quantitative discipline is preferred.
• Background in evolving iterative and systematic-based approaches to insight development aligned to the enterprise goals.
• Background in enabling KPIs for managing multiple streams of data.
• Extensive knowledge of the healthcare organization landscape and business model.

Knowledge, Skills and Abilities (KSAs):

• Demonstrated business agility and capacity to manage and succeed through emerging change in 
• Demonstrated experience building, leading and implementing customer-focused strategies, programs/initiatives, and or consulting. 
• Knowledge of customer journey mapping, voice of customer, and similar CX related tools and disciplines. 
• Skills/experience with business process re-engineering methods, metrics, tools and techniques. 
• Competency in strategic thinking and leadership with strong abilities in relationship management.
• Competency in developing efficient and effective solutions to diverse and complex business problems. 
• Ability to quickly and creatively analyze quantitative and qualitative information related to health industry trends, products, customer feedback, and internal performance; make strategy recommendations; and make timely decisions in a fast-paced high-pressure environment.
• Proficient in Microsoft Applications.

Salary Range: $132,160 - $245,322 

Salary Range Disclaimer

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilites of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

Department

Digital Products

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Where To Apply

Please visit our website to apply: www.carefirst.com/careers

Federal Disc/Physical Demand

Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS:

The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

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