Director of Customer Experience

<strong>With more than 7,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust.</strong>

Detroit, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="https://www.bcbsm.com/" target="_blank" rel="noopener noreferrer">Blue Cross Blue Shield of Michigan</a> for health insurance, you can know you&rsquo;re getting much more. We're a company founded on a tradition of affordable, quality health care for everyone, improving the present and investing in the future.&nbsp;<br /><br />We offer:<br />Plans for employers and individuals that meet today&rsquo;s needs, budgets and lifestyle<br />The largest network of doctors and hospitals in the state<br />Lower health care costs Higher quality health care<br />Award-winning diversity practices<br />Grants and programs that promote better health throughout Michigan<br /><strong><br />Mission:&nbsp;</strong>We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health.<br /><br /><a href="http://www.bcbsm.com/index/about-us/our-company.html" target="_blank" rel="noopener noreferrer"><strong>Click here</strong></a> to learn more about our commitment to our Social Mission, view company updates and reviews, and view our awards &amp; accolades.<br /><br />For Application Timeline &amp; Selection Process:&nbsp;<a href="https://s3.amazonaws.com/data.vizirecruiter.com/Images/BCBSMCareers+-+Quick+Reference+Guide.pdf" target="_blank" rel="noopener noreferrer">Click Here</a>. Learn more about your options as an external candidate. <a href="https://bcbsm.taleo.net/careersection/2/jobsearch.ftl?lang=en" target="_blank" rel="noopener noreferrer">Click here</a> to view open positions. http://www.bcbsm.com

keywords: job description,duties,member experience,strategy,engagement,resources,problem solving,goals,policies,department required,department preferred,education & experience,skills,knowledge

Director

Competitive Total Compensation Package

Overview: <br /> <p>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.</p> <p>This director will wear&nbsp;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 Customers 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.</p>
Responsibilities: <br /> <ul> <li>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</li> <li>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. Working across stakeholders (group customers, providers, and agents) to create experiences that work together to deliver easy, useful and personal experiences.&nbsp;</li> <li>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</li> <li>Dive improvement in CX performance metrics</li> <li>Create an enterprise strategy that delivers an experience that our members characterize as being easy, useful, and enjoyable.&nbsp;</li> <li>Focuses on the member experience and works with stakeholders (internal functional areas as well as groups, agents, and providers) to holistically address the member perception of Blue Cross.&nbsp;</li> <li>Member engagement (driving member knowledge and action related to the use of their health plan) and marketing support by working with each business segment&rsquo;s goals and developing and assisting with implementing and measuring plans to achieve results.</li> <li>Collaborates with Vice President of Corporate Marketing and Customer Experience to develop vision and strategy that delivers an easy, useful, and enjoyable experience for our members.</li> <li>Creates and manages the Find and Fix program that identifies and addresses member experience issues across the end-to-end member experience. Maintains an inventory of issues, shares them with appropriate areas across the company, assists with resolution, and tracks progress of the improvement. Analyzes in-flight work to identify and prevent member experience risks.</li> <li>Advances the consumer centricity of BCBSM/BCN through capabilities, policies, processes, and employee understanding and behaviors. Develops and promotes initiatives like E4 (educate, empower and equip employees) and builds capabilities such as Clear &amp; Simple&reg; and the other CX Practices, journey mapping, embedding member impacts into the corporate project planning process and the Go to Market process.</li> <li>Conceptualizes and develops programs to promote positive member experiences. Advances programs to assist members&rsquo; ability to self-serve their needs in a way that advances their understanding of their health plan and improves satisfaction with Blue Cross. Works across stakeholders (groups, providers, and agents) to create experiences that work together to deliver an easy, useful and enjoyable member experience</li> <li>Develops capabilities to engage group customers and members in their health plan and health care including improving awareness and understanding of what customers and members need to know and do as well as driving action or behaviors.</li> <li>Designs and manages the Customer Experience portion of the enterprise annual corporate goal. Collaborates with executives across business areas to advance the customer experience strategy while simultaneously balancing the needs and resources of each area; all while working with Corporate Strategy and Corporate Audit to ensure the goals are structured and measured appropriately.&nbsp;</li> <li>Works across business areas to ensure implementation, management, tracking, and documentation of the Board approved goals throughout the year</li> </ul>
Requirements: <br /> <p><strong>Department Required Skills/Experience:</strong></p> <ul> <li>Innate empathy and desire to improve customer experiences</li> <li>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.</li> <li>Ability to drive results, lead cross-functional teams, influence others, and foster collaboration</li> <li>Excellent oral and written communication skills</li> <li>Strong presentation skills</li> <li>Excellent analytical skills and demonstrated ability to translate the analysis into meaningful and practical recommendations</li> <li>Evidence of achieving results in complex settings and in a matrix environment</li> </ul> <p>&nbsp;</p> <p><strong>Department Preferred Skills/Experience:</strong></p> <ul> <li>Human-centered design</li> <li>Service design, business design, and design thinking</li> <li>Digital transformation</li> <li>Familiarity with Agile development methodology</li> </ul> <br /><strong>Qualifications<br /><br /></strong> <ul> <li>Bachelor&rsquo;s Degree in related field.&nbsp; Master&rsquo;s degree strongly preferred. Preferred degree in Interaction Design, Human Factor Design, User Experience Design, Business Process Improvement, Marketing, and Communications.</li> <li>Design Certification is a plus</li> <li>Ten (10) years of related experience with at least five (5) years in roles directly related to customer experience management, measurement, research, or design.</li> <li>Work experience to include shifting a company&rsquo;s focus to a consumer-driven environment.</li> <li>Work experience in healthcare, financial services, or similar direct to consumer industry.</li> <li>Advanced analytical, organizational, verbal, and written communication skills.</li> <li>Proven experience delivering on initiatives in a complex organizational structure.</li> <li>Experienced leadership skillset including mentoring and training managers and supervisors.</li> <li>Experienced Communicator with ability to present to top executive management.</li> <li>Ability to collaborate and build relationships across the Enterprise.</li> <li>Passion for improving customer experience and ability to implement organizational change.</li> <li>Other related skills and/or abilities may be required to perform this job.</li> </ul>