Customer Experience Strategist

BlueCross BlueShield of South Carolina•Columbia, SC

2d•Onsite

About The Position

BlueCross BlueShield of South Carolina is hiring a Customer Experience Strategist for its Customer Experience team, which champions the voice of customers and uses data-driven insights to develop human-centered solutions. The strategist identifies, researches, evaluates, and quantifies member-experience and business solutions or opportunities. The role consults with management from front-line supervisors to senior management and participates in designing, developing, communicating, and implementing customer-facing solutions. This role develops and implements customer-insight methodologies to inform business and service strategy and member-experience roadmaps. It advises business lines on consistent member-experience strategy, leads projects and project teams, coordinates research with members, and helps business areas assess and improve their processes. The strategist also supports employee engagement, customer-centric communications and campaigns, and programs that foster the company culture. This is a full-time position 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 work experience in research/analysis, health plan operations, customer service management, and/or user experience/insight design or development.
Must reside in South Carolina, North Carolina, or Georgia.
This position is not eligible for sponsorship now or in the future.

Nice To Haves

Experience conducting qualitative and quantitative research, collecting feedback, and synthesizing insights.
Strong analytical and problem-solving skills, including 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.
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 in 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 that inform business and service strategy and member-experience roadmaps.
Consult across all lines of business to promote a consistent member-experience strategy and facilitate communication to determine the best direction for business issues and opportunities.
Identify ways to improve the member experience; develop project and implementation plans; and serve as corporate project lead.
Manage individual project tasks and project teams, and lead multiple projects as needed.
Work with vendors and internal teams to negotiate and manage project deadlines.
Recruit, coordinate, and manage member panels for online surveys, focus groups, and usability studies.
Provide ongoing support for ad hoc questions, inquiries, and business-area requests by assessing needs, meeting with internal customers, and helping prioritize requests within the overall member-experience strategy.
Help business lines 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 customer-centric campaign branding and implementation.
Develop programs to instill the BCBS culture in new and existing employees, and define measures and incentives for cultural alignment.