Job Information
Blue Cross and Blue Shield of Louisiana VP, Chief Customer Experience Officer in Baton Rouge, Louisiana
We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities. We invite you to apply for a career with Blue Cross.
Residency in or relocation to Louisiana is preferred for all positions.
POSITION PURPOSE
This leader will set the vision for our Customer Experience (CX) organization. Responsible for defining and owning the end-to-end customer experience by working with management to develop our CX vision and roadmap and overseeing the ongoing deployment of the CX model. This leader will ensure a holistic customer experience that leads to a satisfied and highly referenceable customer base by implementing and driving a customer experience culture – coordinating initiatives across key lines of business that bring to life our brand promise and purpose and values. Using transparent, data driven decision making, this leader will help drive an “outside-in” mentality and leverage insights to establish key areas of focus for improved customer experience; drive focus, prioritization, execution and accountability. Accountable for complying with all laws and regulations associated with duties and responsibilities.
NATURE AND SCOPE
Manages People
Necessary Contacts: In order to effectively fulfill this position, the incumbent must be in contact and work collaboratively with:All levels of Company Management, the Board of Directors, the Blue Cross Blue Shield Association, other Blue Cross and Blue Shield Plans, and other outside personnel on an as-needed basis.All customer-facing teams and those teams that manage customer touch-points that include members, providers, brokers and employees.Departments including but not limited to customer service, care management, sales and marketing, product development, organizational effectiveness, technology and operations.
QUALIFICATIONS
Education
Bachelor's degree in business management, marketing, public relations, computer science or related field required
Master's (MBA) preferred
Four years of related experience can be used in lieu of a Bachelor’s degree.
Work Experience
10 years of progressive leadership experience with a focus on healthcare and strategy
10 years of experience in creating data management strategy, interpreting customer insights, process analysis, business analysis, process mapping and process improvement execution.
Program Management experience in the healthcare or insurance industry preferred.
Experience in transforming the delivery of care by creating and executing strategic programs that promote strong partnerships with stakeholders while providing access and excellent health outcomes.
Experience may run concurrently.
Skills and Abilities
Excellent communication skills to include: written, presentation development and public speaking.
Strong project management skills.
Demonstrates the ability to exceed goals through a hands-on, entrepreneurial approach.
Licenses and Certifications
- None Required
ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS
Oversees all aspects of the CX Office and works via a matrix model to ensure execution of the CX Strategy and road-map.
Serve as the Customer Experience “thought leader” and Change Agent/catalyst to initiate needed culture change within and across the Enterprise by leading, developing and inspiring the organization to continually learn and leverage industry best practices, to cultivate insights and to drive customer/business value.
Drive end-to-end implementation of CX strategy.
Drive positive customer experiences that create client and consumer value and satisfaction, retention and growth, building on voice of the customer feedback and qualitative and quantitative data.
Champion and leverage sources such as, voice of customer insights and analytics, emotional and behavioral research, and customer journey mapping to fully understand our customers’ experience with us, while focusing daily on delivering value to the company, solving customer experience problems and realistically developing new opportunities.
Leverage data to identify key opportunities for improving the customer experience and build customer loyalty.
Align key touch points with KPI measurements for both traditional and new business models.
Identify customer pain points and leveraging tools to drive short-term solutions and long-term road-maps with specific action items and timeline, clearly articulating evolving priorities of the company.
Work to establish baseline customer experiences and moments of truth; work cross-functionally to align and mobilize stakeholders around one view of the customer experience.
Define high impact customer journeys, develop a measurement system, share CX best practices, and implement customer service process management disciplines.
Segment customers and identify high value customer improvements that could be made and provide the most return.
Work cross-functionally with business partners to affect change via people, policy and/or system changes with the end-customer in mind.
Develop, monitor and report on quality and performance metrics that provide strong insight into the success of corporate strategies and the execution from an operational perspective.
Bring a sense of urgency to the organization and will lead by example and demonstrate high personal energy in every interaction.
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An Equal Opportunity Employer
All BCBSLA EMPLOYEES please apply through Workday Careers.
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Additional Information
Please be sure to monitor your email frequently for communications you may receive during the recruiting process. Due to the high volume of applications we receive, only those most qualified will be contacted. To monitor the status of your application, please visit the "My Applications" section in the Candidate Home section of your Workday account.
If you are an individual with a disability and require a reasonable accommodation to complete an application, please contact recruiting@bcbsla.com for assistance.
In support of our mission to improve the health and lives of Louisianians, Blue Cross encourages the good health of its employees and visitors. We want to ensure that our employees have a work environment that will optimize personal health and well-being. Due to the acknowledged hazards from exposure to environmental tobacco smoke, and in order to promote good health, our company properties are smoke and tobacco free.
Blue Cross and Blue Shield of Louisiana performs background and pre-employment drug screening after an offer has been extended and prior to hire for all positions. As part of this process records may be verified and information checked with agencies including but not limited to the Social Security Administration, criminal courts, federal, state, and county repositories of criminal records, Department of Motor Vehicles and credit bureaus. Pursuant with sec 1033 of the Violent Crime Control and Law Enforcement Act of 1994, individuals who have been convicted of a felony crime involving dishonesty or breach of trust are prohibited from working in the insurance industry unless they obtain written consent from their state insurance commissioner.
Additionally, Blue Cross and Blue Shield of Louisiana is a Drug Free Workplace. A pre-employment drug screen will be required and any offer is contingent upon satisfactory drug testing results.
JOB CATEGORY: Customer Service & Contact Center Operations