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 Strategic Insights, Consultant will report to the Senior Manager, Strategic Insights for End-to-End Member Experience. In this role, you will design, manage, and conduct MX research in collaboration with external vendors and internal stakeholders to inform the optimization of member experiences specific to Blue Shield members, all while driving our Net Promoter Score (NPS) and Forrester program performance.
Your Work
In this role, you will:
- Drive MX strategy by generating insights to prioritize and refine the MX roadmap, focusing on initiatives to enhance the experience for all members
- Synthesize complex data and concepts into easily understood stories and recommendations for senior leadership and cross-functional teams, by scaling our NPS and Forrester programs
- Support the Voice of the Customer (VoC) programs and collaborate across the organization to translate member reported issues into effective actionable results
- Derive insights and trends from data and analytics to create high-level strategies to drive optimization of customer experience and enhancement of loyalty
- Identify critical short and long-term business opportunities that enable transformational change across the enterprise
- Synthesize complex data and concepts into easily understood stories and recommendations for senior leadership, by scaling our NPS & Forrester programs
- Produce impactful insights by leveraging expertise in survey design, statistical analysis, and data-driven storytelling
- Collaborate with internal teams to leverage insights in the development of journey maps and action plans
- Navigate ambiguity through strategic thinking, identify and implement improvements to various processes, programs, and tools used in support of the VoC best practices
- Own monthly, quarterly, and annual reporting, sharing insights in presentations to internal teams
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, Voice-of-Customer programs (e.g., CAHPS, Digital MSAT, NPS, Forrester, etc.) or Market Research
- Requires ability to analyze ambiguous feedback from members/customers, employees, and other sources to turn into actionable insights for practical use
- Requires experience with tools to analyze and interpret member feedback data (e.g., Tableau, Vendor managed software, etc.)
- Requires experience with applying a variety of data analysis techniques and combining survey and operational data
- Experience in customer experience program reporting, design, and roadmap development, in roles such as analyst, program manager, or adjacent strongly preferred
- Experience managing customer experience improvement projects from insights to building business cases to managing implementation (working with cross-functional teams), strongly preferred
- Strong communicator, self-starter, strategic thinker with a blend of business understanding and quantitative skills
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