Customer Experience Specialist

Horizon Blue Cross Blue Shield of New Jersey•Newark, NJ

About The Position

Horizon Blue Cross Blue Shield of New Jersey empowers our members to achieve their best health. For over 90 years, we have been New Jersey’s health solutions leader driving innovations that improve health care quality, affordability, and member experience. Our members are our neighbors, our friends, and our families. It is this understanding that drives us to better serve and care for the 3.5 million people who place their trust in us. We pride ourselves on our best-in-class employees and strive to maintain an innovative and inclusive environment that allows them to thrive. When our employees bring their best and succeed, the Company succeeds. This role is responsible for advocating and improving the customer experience within Horizon BCBSNJ. The Customer Experience (CX) Specialist role supports Horizon BCBSNJs priority customer experience improvement initiatives, including touch point redesign and process improvement. Work closely with the Voice of the Customer Team to become a subject matter expert on the CX Dashboards and metrics. Leverage insights from the dashboards to consult with business owners, disseminate results, and build action plans. Assist with planning the bi-weekly agenda of the Horizon BCBSNJ CX Council, including working with cross-functional partners to develop updates to the Council. Work with cross-functional teams that include internal Horizon BCBSNJ business owners and external agency partners to manage a portfolio of CX projects. Includes developing and managing detailed project plans, business cases, and budget. Create journey maps and pain point analyses to identify improvement opportunities. Support Horizon BCBSNJ employee engagement initiatives, including employee training efforts. Advocate for improving the customer experience within Horizon BCBSNJ. The information above is intended to describe the general nature of the work being performed by each incumbent assigned to this position. This job description is not designed to be an exhaustive list of all responsibilities, duties, and skills required of each incumbent.

Requirements

Bachelors degree from an accredited college or university in related field preferred
Minimum 5-7 years of total experience in management consulting, consumer marketing or related field
Minimum 1-2 year of experience in a customer experience, market research or process improvement role
Strong communication skills, both oral and written
Strong analytical skills, including ability to analyze data, draw conclusions, and make recommendations
Advanced Microsoft Office skills (Word, Excel, PowerPoint)
Customer Focus: Keeps customers/members as a top priority when making all business decisions. Develops a strong understanding of customer insights and advocates for solutions that improve the customer experience.
Analytical and Strategic Thinking: Applies strategic thinking skills by developing solutions that incorporate both business objectives and consumer insights. Analyzes data and develops actionable conclusions and recommendations.
Ownership & Detail Orientation: Takes on ownership and accountability of deliverables and delivers high quality results by developing a deep understanding of insights and cross-functional requirements.
Cross-Functional Collaboration: Successfully drives results while operating in a matrix organizational structure and collaborating with multiple stakeholders. Successfully works with internal Horizon BCBSNJ business owners and external agency partners.
Project Management: Possesses outstanding and demonstrated project management skills, including managing timelines and deliverables.
Horizon BCBSNJ employees must live in New Jersey, New York, Pennsylvania, Connecticut or Delaware

Responsibilities

Advocating and improving the customer experience within Horizon BCBSNJ
Supporting Horizon BCBSNJs priority customer experience improvement initiatives, including touch point redesign and process improvement
Working closely with the Voice of the Customer Team to become a subject matter expert on the CX Dashboards and metrics
Leveraging insights from the dashboards to consult with business owners, disseminate results, and build action plans
Assisting with planning the bi-weekly agenda of the Horizon BCBSNJ CX Council, including working with cross-functional partners to develop updates to the Council
Working with cross-functional teams that include internal Horizon BCBSNJ business owners and external agency partners to manage a portfolio of CX projects
Developing and managing detailed project plans, business cases, and budget
Creating journey maps and pain point analyses to identify improvement opportunities
Supporting Horizon BCBSNJ employee engagement initiatives, including employee training efforts