What are the responsibilities and job description for the VP, Customer Experience & Digital position at Blue Cross Blue Shield of Massachusetts?
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Blue Cross Blue Shield of Massachusetts (BCBSMA) is aiming to create a frictionless Experience for the people we serve by reimagining how they navigate key journeys and use healthcare products. Our goal is to achieve best-in-class Net Promoter Scores and drive business results by transforming the experience our members have with us. Our goal is to anticipate and exceed members’ individual needs through data to improve the end-to-end experience. We’re also measuring and tracking organizational change as we evolve our consumer-first mindset to accelerate continuous improvement and increase brand loyalty.
Our Blue Cross Blue Shield of Massachusetts is looking for a visionary Vice President, Customer Experience & Digital to spearhead the evolution toward exceptional customer journey management and building innovative digital solutions. Our ideal candidate is a passionate leader adept at driving a consumer-centric culture, digital innovation and overseeing Customer experience and digital.
The Role
The Vice President of Customer Experience and Digital reporting to the Chief Information Officer, will be responsible for driving the overall strategy and execution of customer experience initiatives and digital efforts across the organization. This role requires a visionary leader who can enhance customer satisfaction, loyalty, and engagement through innovative digital & other solutions and customer-centric practices.
The Vice President, Customer Experience will lead Customer Experience, Digital Product, Digital Engineering, and User Experience Design functions across the enterprise. This role will champion the customer experience by leveraging comprehensive research and insights as a fundamental element of the omni-channel strategy. Collaboration with technology and operational teams and the business will be integral, identifying necessary products and capabilities for the effective execution of strategies.
Responsibilities
Strategic Leadership:
Develop and implement a holistic strategy for customer experience and digital that aligns with organizational goals.
Drive a culture of innovation by fostering collaboration between product, engineering, and customer experience teams.
Digital Product Development
Oversee the end-to-end product lifecycle, from ideation to launch, ensuring products meet customer needs and business objectives.
Implement best practices in product management and agile methodologies to enhance product delivery and efficiency.
Customer-Centric Design
Champion user-centered design principles to create seamless, engaging, and intuitive customer experiences across all channels.
Utilize customer feedback and data analytics to inform product enhancements and drive continuous improvement.
Engineering Excellence
Lead engineering teams in the development of high-quality, scalable digital products and solutions.
Ensure the adoption of modern technologies and frameworks that enhance product performance and security.
Lead Site Reliability Engineering function to provide 24 X 7 seamless experience to our customers.
Cross-Functional Collaboration
Collaborate with marketing, sales, and operations teams to align product offerings with customer needs and market trends.
Work closely with measurement team to understand metrics and customer feedback and set goals based on metrics
Work closely with stakeholders to ensure alignment on product roadmaps and customer experience initiatives.
Performance Metrics
Establish and track key performance indicators (KPIs) to measure the success of product initiatives and customer experience enhancements in collaboration with measurement team
Present insights and progress reports to the executive team and stakeholders.
Team Development
Build, mentor, and lead a high-performing team of product managers, engineers, and customer experience professionals.
Foster a culture of innovation, accountability, and continuous learning within the team.
Budget Management
Manage budgets for digital product development and engineering initiatives, ensuring effective resource allocation and ROI maximization.
Stakeholder Engagement
Engage with customers, partners, and vendors to gather insights, identify opportunities, and build strong relationships.
Required Qualifications
High school degree or equivalent required unless otherwise noted above
Location
Boston
Time Type
Full time
Salary Range: $286,560.00 - $350,240.00
The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.
This job is also eligible for variable pay.
We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
WHY Blue Cross Blue Shield of MA?
We understand that the confidence gap and imposter syndrome can prevent amazing candidates coming our way, so please don’t hesitate to apply. We’d love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It’s in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.
As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting our Company Culture page. If this sounds like something you’d like to be a part of, we’d love to hear from you. You can also join our Talent Community to stay “in the know” on all things Blue.
At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. For more information on how we work and support that work/life balance visit our "How We Work" Page.
R07610
Blue Cross Blue Shield of Massachusetts (BCBSMA) is aiming to create a frictionless Experience for the people we serve by reimagining how they navigate key journeys and use healthcare products. Our goal is to achieve best-in-class Net Promoter Scores and drive business results by transforming the experience our members have with us. Our goal is to anticipate and exceed members’ individual needs through data to improve the end-to-end experience. We’re also measuring and tracking organizational change as we evolve our consumer-first mindset to accelerate continuous improvement and increase brand loyalty.
Our Blue Cross Blue Shield of Massachusetts is looking for a visionary Vice President, Customer Experience & Digital to spearhead the evolution toward exceptional customer journey management and building innovative digital solutions. Our ideal candidate is a passionate leader adept at driving a consumer-centric culture, digital innovation and overseeing Customer experience and digital.
The Role
The Vice President of Customer Experience and Digital reporting to the Chief Information Officer, will be responsible for driving the overall strategy and execution of customer experience initiatives and digital efforts across the organization. This role requires a visionary leader who can enhance customer satisfaction, loyalty, and engagement through innovative digital & other solutions and customer-centric practices.
The Vice President, Customer Experience will lead Customer Experience, Digital Product, Digital Engineering, and User Experience Design functions across the enterprise. This role will champion the customer experience by leveraging comprehensive research and insights as a fundamental element of the omni-channel strategy. Collaboration with technology and operational teams and the business will be integral, identifying necessary products and capabilities for the effective execution of strategies.
Responsibilities
Strategic Leadership:
Develop and implement a holistic strategy for customer experience and digital that aligns with organizational goals.
Drive a culture of innovation by fostering collaboration between product, engineering, and customer experience teams.
Digital Product Development
Oversee the end-to-end product lifecycle, from ideation to launch, ensuring products meet customer needs and business objectives.
Implement best practices in product management and agile methodologies to enhance product delivery and efficiency.
Customer-Centric Design
Champion user-centered design principles to create seamless, engaging, and intuitive customer experiences across all channels.
Utilize customer feedback and data analytics to inform product enhancements and drive continuous improvement.
Engineering Excellence
Lead engineering teams in the development of high-quality, scalable digital products and solutions.
Ensure the adoption of modern technologies and frameworks that enhance product performance and security.
Lead Site Reliability Engineering function to provide 24 X 7 seamless experience to our customers.
Cross-Functional Collaboration
Collaborate with marketing, sales, and operations teams to align product offerings with customer needs and market trends.
Work closely with measurement team to understand metrics and customer feedback and set goals based on metrics
Work closely with stakeholders to ensure alignment on product roadmaps and customer experience initiatives.
Performance Metrics
Establish and track key performance indicators (KPIs) to measure the success of product initiatives and customer experience enhancements in collaboration with measurement team
Present insights and progress reports to the executive team and stakeholders.
Team Development
Build, mentor, and lead a high-performing team of product managers, engineers, and customer experience professionals.
Foster a culture of innovation, accountability, and continuous learning within the team.
Budget Management
Manage budgets for digital product development and engineering initiatives, ensuring effective resource allocation and ROI maximization.
Stakeholder Engagement
Engage with customers, partners, and vendors to gather insights, identify opportunities, and build strong relationships.
Required Qualifications
- 15 years of experience in customer experience, digital product management, UX design, and engineering leadership. Healthcare Payer or Healthcare Delivery experience a plus.
- A minimum of 10 years in a senior customer experience leadership or digital role, preferably in the healthcare sector.
- Deep understanding of omni channel strategies for seamless customer experience
- Strong leadership skills with experience managing multidisciplinary teams in a complex organizational structure.
- Extensive experience planning and managing large-scale, strategic marketing/product/experience initiatives (including capital planning, across matrixed organizations).
- Demonstrated strong executive presence and success as a collaborative leader with experience attracting, developing managing, motivating and retaining outstanding talent.
- Evidence of strong leadership and communication skills at all levels of the organization including C-suite/board level as well as peers and functional teams.
- Proven change management successes, evidenced by impact to team outcomes and in navigating global matrixed environments where teamwork is valued and building a positive working culture critical to success.
High school degree or equivalent required unless otherwise noted above
Location
Boston
Time Type
Full time
Salary Range: $286,560.00 - $350,240.00
The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.
This job is also eligible for variable pay.
We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
WHY Blue Cross Blue Shield of MA?
We understand that the confidence gap and imposter syndrome can prevent amazing candidates coming our way, so please don’t hesitate to apply. We’d love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It’s in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.
As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting our Company Culture page. If this sounds like something you’d like to be a part of, we’d love to hear from you. You can also join our Talent Community to stay “in the know” on all things Blue.
At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. For more information on how we work and support that work/life balance visit our "How We Work" Page.
R07610
Salary : $286,560 - $350,240
