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.

Please note that effective Jan. 4, 2022, Blue Cross and Blue Shield of Louisiana implemented a policy requiring any employee who enters any of our offices or who interacts in person with anyone for company business purposes to be fully vaccinated for COVID 19, unless legally entitled to a reasonable accommodation related to religious or medical exemptions. At this time, that policy is suspended and vaccination is not required to enter our facilities. Please note this is subject to change at any point in time to ensure compliance with company policy or government mandates and certain client facing roles may have separate protocols.

Residency in or relocation to Louisiana is preferred for all positions.

We will consider remote work in the following states: LA, AL, AR, FL, GA, KY, MS, NH, NC, PA (limited counties), TN, TX, VA, WV, WI, OK, MO, UT, SC, & IA

POSITION PURPOSE

The Director of Customer Insights will work with the CXO to develop and direct the Customer Insights team, including: CX Metric development, strategy, analytics, reporting, and operationalization processes to ensure customer feedback is continuously collected, processed, disseminated and effectively leveraged to inform customer-centric business decisions. Responsible for strategic end-to-end customer research capabilities to collect objective Customer Experience metrics, utilizing various AI/ML capable research technology platforms, to close the customer feedback loop and operationalize research findings. Deliver strategic and actionable insights to shape business decisions throughout the organization, with a specific focus on the customer experience.

NATURE AND SCOPE

• Manages People
• This role directly manages workers
• This role directly manages these jobs: MANAGER, INSIGHTS AND CONSUMER STRATEGY
• This role reports to this job: SVP, Chief Customer Experience Officer
• Necessary Contacts: In order to effectively fulfill this position, the incumbent must be in contact with:
  
  All levels of Company Management, the Board of Directors, the Blue Cross Blue Shield Association, SaaS Vendors.

QUALIFICATIONS

Education

• Bachelor's in Computer Science, Data Analytics, Business or related field is required
• Master's in MBA is preferred
• Four years of related experience can be used in lieu of a Bachelor's degree.

Work Experience

• 7 years in technical product development, data analytics, business strategy, software development, business development is required
• 3 years of people management experience required
• Experience can run concurrently

Skills and Abilities

• Skills in mathematics, statistics, CS, Product, or another technical field, MA/MS is preferred
• Proven success managing people and projects, working across teams, and driving results in a cross-functional environment.
• Experience in software systems, programming, data modeling, or highly logical and analytical field is preferred
• Knowledge of Customer Experience practice fundamentals.
• Experience in marketing, web utilization analytics, and CX teams to understand analytics needs and identify and prioritize areas of opportunity for analytics initiatives.
• Ability to lead strategic evolution of the Customer Insights team including strategic metric development, customer feedback loop closure, reporting and operationalization processes.
• Must be able to identify opportunities for ROI based on metrics.
• Advanced knowledge and experience with a breadth CX Metrics and analytics is required, including: NPS, eNPS, CSAT, CES, VoC, and sentiment detection capabilities.

Licenses and Certifications

• None Required

ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS

• Responsible to establish the overarching CX metric platforms and to define organization-wide strategic imperatives by transforming the voice of the customer to actionable and measurable insights. Ensures experience, design, and improvement strategies drive organizational goals and the culture of the organization.
• Oversee CX metric resources, SaaS technologies, analysts, and/or team members in the development of customer-centric metric capabilities, programs and initiatives. Collaborate with CX Experience Management, Executive leadership, Data and Analytics, Strategy and business process owners, and other functional areas on strategic planning for customer metrics, application of predictive analytics, and operationalization processes.
• Responsible for strategic end-to-end customer research capabilities to collect objective Customer Experience metrics, utilizing various AI/ML capable research technology platforms, to close the customer feedback loop and operationalize research findings.
• Identifies, analyzes, and interprets trends or patterns and prepares ongoing reports and data visualizations (e.g., charts, dashboards, heat maps) in order to support business decisions. Typically uses dedicated CX metric applications and/or cloud services but may also leverage the reporting capabilities of existing ERP, CRM and/or database software vendors.
• Responsible to develop and deploy a comprehensive and customer-focused measurement and insights strategy to gauge success and identify moments that matter across the connected customer experience, spanning in product, digital and human interactions.
• Deliver strategic and actionable insights to shape business decisions throughout the organization, with a specific focus on the customer experience.
• Responsible for defining survey objectives, methodology, overseeing execution, interpreting results and sharing insights with key stakeholders.
• Research crosses all lines of business and includes members, group leaders, providers, brokers and marketplace.
• Undertakes detailed quantitative analyses of consumer databases and external data sources and develops a data driven insight into customers, their behaviors, buying preferences and patterns. Identifies and communicates initiatives that enhance the positioning and offering of our products and services to customers.

Additional Accountabilities and Essential Functions
The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential Functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions

• Perform other job-related duties as assigned, within your scope of responsibilities.
• Job duties are performed in a normal and clean office environment with normal noise levels.
• Work is predominately done while standing or sitting.
• The ability to comprehend, document, calculate, visualize, and analyze are required.

An Equal Opportunity Employer

All BCBSLA EMPLOYEES please apply through Workday Careers.

PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME, FIREFOX, SAFARI)

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 [email protected] 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.