Customer Experience Strategist

Summary
 Why should you join the BlueCross BlueShield of South Carolina family of companies? Other companies come and go, but we've been part of the national landscape for more than seven decades, with our roots firmly embedded in the South Carolina community. We are the largest insurance company in South Carolina … and much more. We are one of the nation's leading administrators of government contracts. We operate one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies, allowing us to build on various business strengths. We deliver outstanding service to our customers. If you are dedicated to the same philosophy, consider joining our team!
Description
 

Position Purpose:

We’re hiring a Customer Experience Strategist to join our Customer Experience (CX) team. Our team’s purpose is to champion the voice of our customers and deliver data-driven insights to drive human-centered solutions.

As a Customer Experience Strategist, you’ll identify, research, evaluate and quantify all aspects of a member experience/business solution or opportunity. You will consult with management, from front line supervisors up to senior management, while engaging in the design, development, communication and implementation of customer-facing solutions.

Location: This is a full-time position located in Columbia, SC. You must reside in South Carolina, North Carolina, or Georgia.

 

Sponsorship: This position is not eligible for sponsorship now or in the future.

What You’ll Do:

• Develop, manage, and implement customer insight methodologies as a foundation for business and service strategy and member experience roadmap development. Serve as a consultant across all lines of business to ensure and promote a consistent member experience strategy. Determines, sets, and executes best direction in addressing business issues or opportunity by facilitating communication with business units.
• Continually look for ways to better the member experience and develop project and implementation plans, as well as serve as the corporate project lead. Manages one’s own tasks in projects, a project team and/or leads multiple projects. Works with vendors and internal areas to negotiate and manage deadlines based on the requirements of the projects. Recruit, coordinate, and manage member panels for online surveys, focus groups and usability studies.
• Provide ongoing user support for ad hoc questions, inquiries, and business area requests by performing assessments and meeting with internal customers to understand and anticipate their needs and assist in determining priorities in the context of the overall member experience strategy. Assist all lines of business in mapping their existing processes, identifying problem areas, develop a correct action plan, and design methods to measure the effectiveness of change.
• Coordinate with Corporate Communications to develop a plan for ongoing and episodic communications to employees to promote engagement, along with branding and implementation of customer centric marketing campaigns.
• Develop programs for instilling the BCBS culture in new and existing employees. Define measures and incentives for cultural alignment.

To Qualify For This Position, You'll Need The Following:
Required Education:

• Bachelor's degree

Required Work Experience:

• 5 Years research/analysis, health plan operations, customer service management, and/or user experience/insight design/development.

We Prefer That You Have The Following:

• Experience conducting qualitative and quantitative research, feedback collection, and insight synthesis.
• Strong analytical and problem-solving skills, with the ability to integrate customer feedback, research, and operational performance data to identify root causes and prioritize opportunities.
• Excellent written, verbal, and visual communication skills, including the ability to translate complex findings into clear, compelling recommendations for business leaders.
• Demonstrated ability to navigate complex organizational environments, facilitate collaborative working sessions, and influence stakeholders without direct authority.
• Ability to balance customer needs, operational feasibility, and business objectives when evaluating experience improvement opportunities.
• Familiarity with experience management, research, analytics, or collaboration platforms such as Qualtrics, Medallia, Power BI, Tableau, or Miro.
• Demonstrated experience developing customer experience (CX) strategies, programs, or improvement initiatives that translate stakeholder needs into measurable business outcomes.
• Understanding of emerging technologies, including opportunities to apply AI and advanced analytics to customer insight generation and experience improvement.
• Proficiency applying human-centered design and service design methodologies, including customer journey mapping, identification of experience gaps, and development of future-state experiences.
• Experience designing end-to-end experiences across multiple customer segments, interaction channels, and business functions.
• Experience creating experience measurement frameworks, linking experience metrics with operational performance, and evaluating the impact of improvement initiatives.

Our Comprehensive Benefits Package Includes The Following: 

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have access and opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.

 

Our comprehensive benefits package includes:

• Subsidized health plans, dental and vision coverage
• 401K retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• Nine paid holidays
• On-site cafeterias and fitness centers in major locations
• Wellness program and healthy lifestyle premium discount
• Tuition assistance
• Service recognition
• Employee Assistance
• Discounts to movies, theaters, zoos, theme parks and more

 

What to Expect Next:

After submitting your application, our recruiting team members will review your resume to ensure you meet the qualifications. This may include a brief telephone interview or email communication with our recruiter to verify resume specifics and salary requirements. Management will be conducting interviews with those candidates who qualify with prioritization given to those candidates who demonstrate the preferred qualifications.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.

If you need special assistance or an accommodation while seeking employment, please email [email protected] or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.

We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer. Here's more information.

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