End-to-End Member Experience Specialist, Consultant - Strategic Insights

Company: Blue Shield of California
Location: Oakland
Posted on: March 12, 2025

Job Description:

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 WorkIn 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 ExperienceYour Knowledge and Experience
  • Requires a bachelor's degree or equivalent experience and/or equivalent combination of education and experience
  • Requires at least 7 years of prior relevant experience, including in Member or Customer Experience, Voice-of-Customer programs (e.g., CAHPS, NPS, Forrester, etc.) or Market Research
  • Requires ability to analyze ambiguous feedback from members/customers, employees, and other sources to turn into actionable insights for practical use
  • Experience in end-state visioning, design, roadmap development, and journey mapping in roles such as analyst, program manager, or adjacent strongly preferred
  • Experience managing larger improvement projects from insights to building business cases to managing implementation (working with cross-functional teams), strongly preferred
  • Experience with tools to analyze and interpret member feedback data (e.g., Medallia, Qualtrics) strongly preferred

Keywords: Blue Shield of California, Oakland , End-to-End Member Experience Specialist, Consultant - Strategic Insights, Professions , Oakland, California