Customer Experience Strategist (Hybrid)

Resp & Qualifications

PURPOSE: 

The Customer Experience Strategist is responsible for planning, facilitating and executing human-centered design processes across multiple projects. This role is responsible for capturing the voice of the customer and working cross-functionally to deliver meaningful and diverse customer experiences for our Medicare Advantage and Medicaid member populations.

ESSENTIAL FUNCTIONS:

• Conducts/gather/defines preparatory research to understand needs of customers. Ability to conduct Human Centered Design (HCD) research plans, which could include interview guides, participant observation, information-gathering tools, immersive research, SME conversations, surveys, and more. Develops personas, journey maps and leads others through the development of solution seeking How Might We statements. Designs and facilitates ideation sessions with a variety of stakeholders, including future-state journey mapping, card sets, brainstorm sketching, paper prototypes, etc. Creates implementation guidelines and transition plan to product owner. Illustrates the vision for the product through product roadmap creation to include identifying the problem the product will solve for, how the product relates to the company mission or goal, define the measurable objectives and create and internally market the business case for the new product. Plans product solutions that describe the ideal users that represent the target needs. Assesses trends, technologies, vendors and potential partnerships
• Works with business teams to understand current challenges and goals, and align with Customer Experience (CX) strategy and objectives. Champions implementation of CX strategy objectives and a customer-focused culture across the organization. Collaborates with Consumer Insights team on collection of consumer trends, competitive insights, industry updates and sales reports.  Builds consensus with teammates across the organization and gives clear direction during cross-functional collaboration. Motivates teammates to build trusting, cross-functional relationships. Creates regular check points with cross-functional partners to share progress on new product development and CX strategy work including results of in-market scans, industry wide-trends analysis, best practiced evaluation, and market feedback to inform a standardized strategy document that articulates the recommendation and supporting information. Develops a high degree of trust and accountability with key internal clients and stakeholders
• Leads associate-engagement strategies, including building empathy for the customer across the organization. Acts as the voice of customer ensuring our customers needs are present in every discussion and project. Champions usage of multiples sources of customer insights, including Voice of Customer (VOC), analytics, direct customer research, HCD sessions, and customer journey mapping. Develops and presents the business case for new products or solutions at all levels of the organization, from Board and C-Suite to individual contributors. Considers future scenarios, opportunities and risks to create action plans that align with business goals and corporate strategic vision. Ensures recommendations highlight CX impact and why product features/requirements are necessary.
• Ensures there is a tracking mechanism in place to demonstrate the success or failure of the initiatives launched. Responsible for driving product and solution innovation across the company. Acts as project manager --lending support when needed. Takes ownership of team results by quantifying and qualifying team contributions at product and organizational levels.

QUALIFICATIONS:

Education: Bachelor's Degree in Marketing, Business, Design Strategy or related field OR 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 product management, marketing strategy, design strategy or marketing project management experience

Preferred Qualifications: Experience in the Medicare Advantage and/or Medicaid space

Knowledge, Skills and Abilities (KSAs):

        Executive presence: can quickly establish credibility with and influence Leadership level teams.

Experience leading multi-disciplinary teams through the entirety of the human-centered design process

        Excellent oral, written and presentation skills with ability to explain complex concepts and controversial findings clearly to a variety of audiences, including senior management

        Demonstrated ability to think strategically about issues impacting an entire portfolio or business unit

        Strong knowledge of primary research approaches including quantitative and qualitative market research

        Proven ability to think critically as well as creatively while managing internal customers, complex projects and driving business requirements and customer expectations

        Excellent Microsoft and/or Adobe Suite skills

Salary Range: $91,080 - $180,895

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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