Customer Experience Strategist

All about us

You likely know us as an insurance company, but that's just a portion of what we do. Hundreds of thousands of North Dakotans trust us to provide them with personalized service and unmatched access to care. It's a mission we take seriously.

We also work with entities throughout the state to challenge the cost and complexity of health care in North Dakota. This uncompromising goal requires caring, innovative people who are ready and willing to help create a new level of health and well-being in North Dakota and beyond.

Work environment

This opportunity is open to a hybrid or in-office working arrangement out of the Fargo, ND office. We empower our employees to find a work style that is best for them. Learn more at Life at Blue | BCBSND.

Pay information

• Pay Level: 024
• FLSA Category: Exempt - Salaried
• Individual pay will be based on skills, experience, qualifications, location, internal equity, and other relevant factors.
• Opportunities for continued salary growth through a performance-based merit program.

A day in the life

The Customer Experience Strategist is responsible for the design and enablement of complex customer experience (CX) improvement initiatives to achieve better CX outcomes. This role leads CX initiatives and programs, identifies key customer journeys, maps out the unique opportunities where the organization can deliver consistent end-to-end experiences, and uses research and data to apply best-in-class human-centered design methods.

Your responsibilities will include

• Leads complex CX initiatives associated with current and prospective projects.
• Develops and implements strategies for understanding the organization's customers.
• Works with internal business stakeholders in the adoption, application, and practice of CX management disciplines and tools, which results in achieving CX improvements to build customer loyalty and retain business.
• Partners with internal and external customers to thoroughly understand needs, perceptions, and opportunities for improvement.
• Leads with a human-centered design approach in improvement initiatives including process experimentation, design, and enablement to build customer loyalty, brand reputation, and member retention.
• Drives the application and action of voice of customer data collection, data management, survey design, and sampling methodologies for statistical significance to inform CX improvement prioritization. Documents activity for scalability and tracks progress to measure value and impact of changes.
• Develops, creates, and presents executive summaries and dashboards related to outcomes of CX strategic initiatives, analytic findings, and opportunities for CX improvements. Drives analytic practices to actionable insights and translates findings to a non-analytic audience.
• Ensures key metric reports are developed and implemented in a timely manner with high-quality data to meet business needs.
• Performs work under minimal supervision. Handles complex issues and problems and refers only the most complex issues to higher-level staff.
• Coaches and mentors department staff and collaborates with leadership to support strategic goals within the team.

What you need to succeed

• A Bachelor's degree in Business, Marketing, Psychology, or a related field. Equivalent combination of education and experience can be substituted.
• 5 years of customer experience, business strategy or consulting, or related experience. This role is preferred to have experience with Qualtrics / Voice of Customer Experience.
• It is preferred to have a Customer Experience, Human-Centered Design, User Experience Design or Project Management certification from Forrester, Luma, or similar.
• Be a problem solver with the ability to research, analyze and define methods, practices, and procedures to resolve issues.
• Desire to expand knowledge base as customer experience and data literacy continues to evolve in the workplace.
• Clearly communicate and support stakeholders in a variety of situations, while also being flexible and adaptable.
• Brings a creative mindset and a go-get-em' attitude to find ways to improve upon processes and projects.
• A strong ability to influence and prioritize and organize work with varying timelines for projects and daily work.

Equivalent combination of education, experience or training determined to be acceptable by Human Resources may be substituted, unless regulated by contract or program standards

Benefits

• Affordable medical, dental and vision coverage accepted throughout the United States
• Employer funded Lifestyle Spending Accounts, Health Savings Accounts and Health Reimbursement Arrangements
• Employer-paid life and disability insurance
• 401(k) retirement plan with company match and immediate vesting
• Paid holidays, paid time off (PTO), PTO donation program, and paid parental leave
• Voluntary benefits including Accident, Hospital Indemnity, Critical Illness, Term/Whole Life, Cancer Care Insurance, and more.

Additional company perks

• Robust mental health offerings including an Employee Assistance Program, Learn to Live, meQ.
• Comprehensive learning and development opportunities and an Educational Assistance Program.
• 16 hours of paid volunteer time with a $200 donation to a charity of your choice upon completion of all volunteer hours.
• Employee recognition, community initiative events and yearly company outings.
• Workplace flexibility offering different options for working arrangements and the freedom to make time for important commitments.
• Opportunities to connect through employee committees.

Equal opportunity employment

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individual with Disabilities, as well as Sexual Orientation or Gender Identity.

For questions, please email careers@bcbsnd.com.

This job posting will be closed 12/2/2024 at 8:00 a.m. (CT). No further applications will be considered.