Director, Customer Experience Strategy

Director, Customer

Experience

• Strategy

Purpose:

• The Director, Customer Experience is accountable for customer satisfaction and for defining and executing the customer experience strategy across Blue Cross and Blue Shield Plans and the Association. The role directs a team of Business Relationship Managers and Business Change Managers to strengthen partnerships, translate Plan needs into coordinated action, and ensure consistent, high-quality experiences across all touchpoints. The Director also drives broad adoption and effective use of digital products across the Plans and Association by aligning stakeholders, managing change, monitoring adoption and satisfaction, and addressing barriers to value realization.

Essential Functions:

• Own the customer experience strategy and execution across Blue Cross and Blue Shield Plans and the Association. Establish experience priorities, integrated Plan roadmaps, satisfaction targets, and governance to align Plan and BCBSA needs with FEPOC capabilities, enterprise priorities, and measurable business outcomes. Coordinate engagement, communications, product, operations, technology, and change activities to deliver a cohesive experience, clear expectations, and timely support throughout each engagement.
• Establish and monitor satisfaction measures, adoption indicators, feedback channels, service trends, and escalation processes. Identify root causes and direct cross-functional actions that improve Plan outcomes, satisfaction, trust, and partnership.
• Drive broad adoption and effective use of digital products across Blue Cross and Blue Shield Plans and the Association. Direct readiness assessments, stakeholder engagement, communications, training, deployment support, and adoption plans; remove barriers and measure sustained use and value realization.
• Lead, develop, and set expectations for a team of Business Relationship Managers and Business Change Managers. Establish goals, operating standards, Plan assignments, and performance expectations to ensure coordinated relationship ownership, change execution, issue resolution, and consistent delivery across the Plan portfolio. Manage resources and budget and provide executive updates on results, risks, and decisions required.
• Represent the voice of the customer in enterprise planning and decision-making. Translate Plan feedback, satisfaction insights, adoption data, and business needs into product and service recommendations, and clearly communicate FEPOC's digital product value, performance, and roadmap to Plans and the Association.

Supervisory Responsibility:

• This position manages people.

Qualifications

• Education Level: Bachelor's Degree in Business Administration, Health-Care, IT/Data Analysis or related field.

• Experience: 8 years healthcare analysis and/or technology consulting and 3 years management experience.

• Knowledge, Skills and Abilities (KSAs)

• Proven analytic and problem-solving skills.

• Strong business innovation and design thinking capabilities, with demonstrated experience shaping customer-centric solutions and engagement models.

• Demonstrated success serving as a trusted advisor and primary relationship owner for external stakeholders.

• Exceptional executive presence and communication skills, including the ability to clearly convey complex operational and technology initiatives.

• Excellent knowledge of healthcare terminology, healthcare operations and technology, managed care concepts and preferably specific technology in use.

• Experience leading change initiatives and enabling adoption through coordinated communications, training, and stakeholder engagement.

• Demonstrated ability to act as a credible source to convey complex healthcare technology solutions and services information/ideas, within the healthcare business case context and strategic direction, in an easily understood manner to guide audience.

• High attention to detail and ability to manage multiple priorities independently in a fast-paced, matrixed environment.

• Proven effective written and interpersonal communication skills, well organized, ability to multi-task and work independently, promote flexibility and teamwork. Strong PC skills with experience using Microsoft Office applications.

• Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

• Travel Requirements

• Estimate Amount: 20%

• Salary Range: $141,840 - $263,291

• Department

• Customer Experience

• Equal Employment Opportunity

• CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

PHYSICAL DEMANDS:

• The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

• Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.