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Company Name Blue Cross and Blue Shield of Alabama

Department Overview:

The Medicare Advantage area strives to develop a “best in class” service model and experience for our senior population.  Our team works closely with other associates and business areas that support Medicare Advantage members in an effort to meet and exceed customer expectations and continue driving toward strategic improvement.

Primary Responsibilities:

At Blue Cross and Blue Shield of Alabama it is critical that we focus on our member’s health and experience as core to our service. Our Senior population in particular needs specific focus to assist in removing uncertainty, making information and interactions simple and easy to understand, and offering services that are viewed as valuable.

The Member Experience Leader will develop and lead a team including the design program, member-centric culture transformation, and Medicare member experience measurements and insights. The incumbent will regularly interact with leadership, business partners and organize cross-functional collaboration and lead the governance committee. This Leader will be a seasoned, resilient and collaborative Customer Experience (CX) leader with the leadership skills to inspire change and create a vision for the organization to support our Senior member’s experience.

Summary of Qualifications:

•Bachelor’s Degree, preferably in Design or Strategy

•Three years of experience managing a team of professionals

•Three years of Consumer/Member Experience using Customer Experience (CX) methodologies and human-centered design practices

•Excellent interpersonal skills and commitment to focus on the consumer/member

•Organizational and leadership skills to create and lead a new team including defining roles and responsibilities

•Excellent communication and presentation skills especially with executive leadership

•Experience turning concepts into actions

•Fluency with Lean Process improvement Tools, Adobe CS or other tools with similar depth for business assessment and prototyping

•Experience delivering customer research as part of the product development lifecycle either at a startup or within a new product/market division

•Experience with qualitative and quantitative research methods

•Facilitation skills to teach team and partners experience, lean and human centered design techniques to improve their every-day processes

•Interpersonal skills to nurture productive, reciprocal partnerships to influence change, corporate strategy, Customer Experience strategy and to build trusting relationships internally and externally

•A strength in using storytelling to share discoveries, influence business partners and create energy around an idea or an initiative, including the presentation skills to pitch concepts in a clear, concise, and compelling way to obtain buy-in and/or funding

•Experience building customer empathy in business partners in order to emotionally connect to the lives and realities of people

•Experience in designing and conducting Customer Experience Immersions

•Experience leading large Customer Experience programs preferred

•Master’s Degree in Design or similar area preferred

Terms and Agreements:

By submitting a job application, I attest that all information to the best of my knowledge is true and accurate. Furthermore, I understand that any information provided by me throughout the job application process is subject to verification including, but not limited to work experience, education, assessment (test) and interviews. 

Our Company provides equal employment opportunities to minorities, females, veterans, and disabled individuals, as well as other protected groups.

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