Consultant-Customer Experience

Blue Cross Blue Shield of Michigan•Detroit, MI

About The Position

Responsible for leading customer experience-focused projects and serving as a subject matter resource on cross-functional programs and initiatives that impact member interactions, perceptions, and outcomes. The Strategist evaluates business initiatives for potential member experience risks, develops recommendations and mitigation strategies, and partners with business areas to incorporate customer experience principles into project planning, design, implementation, and measurement. This role helps ensure the voice of the customer is represented in key decisions and that customer experience considerations are embedded consistently across initiatives that affect members.

Requirements

Bachelor's degree in Business Administration, Marketing, Customer Experience, human centered design, Health Care Administration, or a related area of study is required.
Minimum of five (5) years related experience applying customer experience principles, consulting with business partners, supporting cross-functional initiatives, analyzing information, and developing recommendations that influence project or business decisions.
Understands customer experience best practices and is adept at using these principles to influence business decisions and initiatives
Ability to assess and identify member experience risks when presented with various levels of information.
Ability to develop programs to improve customer experience and mitigation strategies to address or avoid member abrasion, including program/outcome measurement.
Ability to consult with cross-functional teams and act as a Customer Experience lead on projects.
Oral and written communication skills, including ability to present information to all audience levels, including executives.
Must be a self-starter and able to manage multiple projects concurrently and complete assignments on time with limited direction.
Experience acting as a consultant to clients/business partners.
Ability to make decisions with ambiguous or incomplete information.
Adept at time management and deadline-driven performance.
Demonstrated team player in a professional role.
Proficient in using Microsoft Office Suite of tools.
Proficient in using AI tools, such as Co-pilot, for efficiency in completion of project tasks/assignments.

Nice To Haves

A Master’s degree is preferred.
Health care industry knowledge, a plus, particularly stakeholder experience, market research, strategy or product development roles.

Responsibilities

Develop, coordinate, and implement customer experience programs intended to improve member interactions and reduce avoidable friction across products, services, communications, and business processes.
Create mitigation strategies to address identified experience risks, define intended outcomes, establish measurement approaches, and monitor results to determine whether implemented solutions are improving the member experience.
Assess business initiatives, process changes, communications, and project plans to identify potential member experience risks when information may be incomplete, evolving, or presented at varying levels of detail.
Analyze the potential impact to members, determine where confusion, dissatisfaction, access barriers, or service disruption could occur, and recommend actions to prevent or minimize member abrasion.
Consult with cross-functional teams and serve as the Customer Experience lead on assigned projects by representing customer experience standards, tools, insights, and best practices.
Partner with business owners, project teams, and leaders to ensure member impacts are considered throughout project planning, solution development, implementation, and post-implementation evaluation.
Synthesize qualitative and quantitative information from multiple sources to develop clear findings, recommendations, assessments, and summaries for varying audience levels, including executives.
Prepare cogent written materials that explain member experience risks, business implications, recommended actions, expected outcomes, and measurement considerations in a manner that supports informed decision making.
Collect, review, and analyze data related to customer experience trends, project outcomes, member feedback, complaints, survey results, and other relevant indicators.
Translate data into written reports, insights, and recommendations that help business partners understand experience drivers, evaluate improvement opportunities, and measure the effectiveness of customer experience interventions