Customer Experience Strategist

BlueCross BlueShield of South Carolina•Columbia, SC

17h•Onsite

About The Position

BlueCross BlueShield of South Carolina is hiring a Customer Experience Strategist for its Customer Experience (CX) team. The team champions the voice of customers and uses data-driven insights to develop human-centered solutions. The strategist identifies, researches, evaluates, and quantifies aspects of member experiences, business solutions, and opportunities. The role consults with management at all levels and engages in the design, development, communication, and implementation of customer-facing solutions. This full-time position is located in Columbia, South Carolina. The employee must reside in South Carolina, North Carolina, or Georgia. The position is not eligible for sponsorship now or in the future.

Requirements

Bachelor's degree.
Five years of experience in research/analysis, health plan operations, customer service management, and/or user experience/insight design or development.

Nice To Haves

Experience conducting qualitative and quantitative research, collecting feedback, and synthesizing insights.
Strong analytical and problem-solving skills, including the ability to combine 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 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, identifying experience gaps, and developing 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.

Responsibilities

Develop, manage, and implement customer insight methodologies to inform business and service strategies and member experience roadmaps.
Consult across lines of business to promote a consistent member experience strategy.
Determine and execute the best direction for addressing business issues or opportunities by facilitating communication with business units.
Identify ways to improve the member experience; develop project and implementation plans; and serve as the corporate project lead.
Manage individual project tasks and project teams, and lead multiple projects as needed.
Work with vendors and internal areas to negotiate and manage project deadlines.
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; assess and meet with internal customers to understand and anticipate needs and help prioritize them in the context of the overall member experience strategy.
Help lines of business map existing processes, identify problem areas, develop corrective action plans, and design methods to measure the effectiveness of changes.
Coordinate with Corporate Communications on ongoing and episodic employee communications to promote engagement, and on the branding and implementation of customer-centric marketing campaigns.
Develop programs to instill the BCBS culture in new and existing employees.
Define measures and incentives for cultural alignment.