To learn more about Arkansas Blue Cross and Blue Shield Hiring Policies, please click here. Workforce Scheduling Flex Job Summary The Manager Customer Experience works to create simple and enjoyable member experiences by using human-centered design to elevate the voice of our customers and create improved customer experiences. The CX Manager will be responsible for improving every stage of the end-to-end customer lifecycle. This role requires hands-on strategy formulation, sprint design and facilitation, journey and concept design, qualitative research and partnering on implementation. Requirements EDUCATION Bachelor’s degree in Design, UX, Communications, Marketing, Product Development, Anthropology, Psychology, or related field. In lieu of degree, five (5) years’ relevant experience will be considered. EXPERIENCE Minimum seven (7) years' experience in the following with depth of expertise in at least one of them: Information Architecture, User Research, Usability Testing, Interaction Design, Content Strategy, Human Factors, Visual and Information Design, Ethnographic Research. OR applicable Masters in related field with minimum five (5) years' experience. Minimum two (2) years' leadership experience (role, team and/or project management). Experience in creative prototyping, strategy consulting, marketing, or related customer-focused function required. Experience designing holistic, omni-channel customer and service delivery ecosystem design. Experience conducting qualitative and quantitative research and documenting insights. Digital product development experience with proven ability to translate business and user problems into solid solutions. ESSENTIAL SKILLS & ABILITIES Oral & Written Communication Detail Oriented Passion for driving results and a desire to question the status quo. Natural curiosity with a passion for problem solving and delivering results. Ability to use storytelling to share your discoveries, influence business partners and create energy around an idea or an initiative. Ability to teach teams and partners experience and human-centered design techniques to improve their everyday processes. Ability to pitch concepts in a clear, concise, and compelling way to obtain buy-in and/or funding. Ability to create qualitative, quantitative, and secondary research insights and strategies. Skills Responsibilities Advocates for customers at all times., Builds customer empathy in business partners and emotionally connect to the lives and realities of the people we serve., Guides team responsible for gathering insights through research and transforming them into recommendations that can be applied through the entire experience lifecycle., Increases customer satisfaction, ease and loyalty, by developing and implementing strategies that ensure interactions meet customer needs and by managing the customer life cycle., Manages the hiring, coaching/training, employee development and performance management of assigned team. , Oversees the strategy, planning and execution of the organization’s overall customer experience goals to optimize interaction between the company and our customers., Translates strategy into prototypes, member experience journey maps and service maps, and communicate your vision to and get prioritization from CX Steering Committee and business partners. Certifications Security Requirements This position is identified as level three (3). This position must ensure the security and confidentiality of records and information to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained. The integrity of information must be maintained as outlined in the company Administrative Manual. Segregation of Duties Segregation of duties will be used to ensure that errors or irregularities are prevented or detected on a timely basis by employees in the normal course of business. This position must adhere to the segregation of duties guidelines in the Administrative Manual. Employment Type Regular ADA Requirements 1.1 General Office Worker, Sedentary, Campus Travel - Someone who normally works in an office setting and routinely travels for work within walking distance of location of primary work assignment.