**This position is flexible with location, can be located at any of the BCBSM locations within MI**

Responsible for developing initiatives to support, maintain and increase HMO membership and competitive positioning in the market by optimizing the HMO experience and supporting the development of new HMO products and initiatives. In close collaboration with CMCX, Provider Experience and many other cross-functional partners, pursue the enterprise-led experience visions for our HMO members, providers, groups and agents—while working to achieve the HMO identity aspirations of affordability and convenience.

• Identify and develop experience initiatives for HMO group and individual products to drive business growth and support executive decision making.
• Provide leadership to team members and ensure continued staff development, coaching and mentoring. Collaborate with team members and division staff to document key processes and identify, implement and maintain continuous process and project improvements. 
• Plan, lead and deliver complex projects using a comprehensive understanding of HMO products, programs and requirements. 
• Ensure that HMO group and individual products are appropriately positioned during strategic development and implementation of initiatives by working closely with Market Solutions, Digital Experience, Market Communications, Corporate Administration, IT and others.
• Develop strategies and direct work to ensure that HMO members receive information needed to use their health plan benefits, including member handbooks, benefit change kits, digital tools, etc. 
• Oversee divisional compliance and audit activities. Coordinate development and tracking of annual budget for division.
• Own leadership reporting deliverables for the division. 

QUALIFICATIONS

• Bachelor's degree in business administration, Marketing or related area required. 
• Minimum of five (5) years’ experience within health care patient or member experience, marketing, customer service or health care administration.
• Must be proficient in CX and Marketing fundamentals and best practices.
• Must be consumer-centric, strategic and future-focused. 
• Comfortable with some level of ambiguity, can successfully uncover potential opportunity and drive work independently.
• Excellent relationship-builder.
• Excellent written and oral presentation skills.
• Passionate, motivated and results driven.
• Advanced organizational, planning, analytical, and problem-solving skills.
• Ability to manage multiple projects and to work with internal and external partners to identify needs and develop innovative solutions.

**This position is flexible with location, can be located at any of the BCBSM locations within MI**