End-to-End Member Experience Consultant - Strategic Insights

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 Specialist, Consultant - Strategic Insights will report to the Director, 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
• Collaborate, partner, and exchange insights with internal teams to facilitate action and development of journey maps
• 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 as needed
• Serve as a subject matter expert in all things Member Experience

Your Knowledge and Experience

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