What are the responsibilities and job description for the End-to-End Member Experience, Consultant position at Blue Shield of CA?
Your Role
The End-to-End Member Experience team is responsible for developing a comprehensive Member Experience (MX) strategy that integrates digital, call center, marketing, and operations efforts to achieve excellence within the healthcare industry.
The End-to-End Member Experience, Consultant - Strategic Insights reports to the Senior Manager, Strategic Insights for End-to-End Member Experience. In this role, you will be the go-to resource for consumer survey data and insights for the organization by designing, analyzing and socializing member experience research. You'll work collaboratively with external vendors and internal stakeholders to inform the optimization of end-to-end experiences of Blue Shield members and driving our Net Promoter Score (NPS) and Forrester program performance.
Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow - personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.
Your Knowledge and Experience
- Requires a bachelor's degree or equivalent experience and/or equivalent combination of education and experience
- Requires at least 7 years of prior relevant experience, including in Member or Customer Experience insights and reporting, Voice-of-Customer programs (e.g., NPS, digital satisfaction, CAHPS, Forrester, etc.) and Market Research
- Requires proven track record of translating complex data into clear narratives with actionable insights and executive-level presentations
- Requires experience in customer experience program reporting, design, and roadmap development, in roles such as analyst, program manager, or adjacent
- Requires strong quantitative and analytical skills, with handson experience using survey platforms (e.g., Press Ganey, Qualtrics), data visualization tools (Tableau, Power BI), and statistical software (e.g., R, Python, SQL, SAS, SPSS)
- Experience managing customer experience improvement projects from insights to building business cases to managing implementation (working with cross-functional teams), strongly preferred
- Experience with digital experience analytics and journey measurement tools (e.g., Customer Journey Analytics, Dynatrace) preferred
- Track record of quickly identifying trends in survey data and distinguishing signal from noise - even under tight deadlines
- Strong communicator and strategic thinker with the ability to present confidently to senior audiences
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Hybrid
This role requires employees to be in-office based on our hybrid workplace model, balancing purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days each week.
Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.
External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.