Customer Experience Strategist

Blue Cross Blue Shield Association • Fargo, ND

419d • $69,707 - $115,017

About The Position

The Customer Experience Strategist is responsible for designing and enabling complex customer experience (CX) improvement initiatives aimed at achieving better outcomes for customers. This role involves leading CX initiatives, identifying key customer journeys, and utilizing research and data to apply human-centered design methods to enhance customer loyalty and satisfaction.

Requirements

• A Bachelor's degree in Business, Marketing, Psychology, or a related field, or equivalent combination of education and experience.
• 5 years of customer experience, business strategy, consulting, or related experience, preferably with Qualtrics / Voice of Customer Experience.
• Preferred certification in Customer Experience, Human-Centered Design, User Experience Design, or Project Management from Forrester, Luma, or similar.
• Strong problem-solving skills with the ability to research, analyze, and define methods to resolve issues.
• Desire to expand knowledge in customer experience and data literacy.
• Ability to clearly communicate and support stakeholders in various situations, demonstrating flexibility and adaptability.
• Creative mindset with a proactive attitude towards improving processes and projects.
• Strong ability to influence, prioritize, and organize work with varying timelines.

Nice To Haves

• Experience with Qualtrics / Voice of Customer Experience.
• Certification in Customer Experience, Human-Centered Design, or Project Management.

Responsibilities

• Leads complex CX initiatives associated with current and prospective projects.
• Develops and implements strategies for understanding the organization's customers.
• Works with internal business stakeholders to adopt and apply CX management disciplines and tools, resulting in CX improvements.
• Partners with internal and external customers to understand needs, perceptions, and opportunities for improvement.
• Leads improvement initiatives using a human-centered design approach to build customer loyalty and brand reputation.
• Drives the application of voice of customer data collection and management to inform CX improvement prioritization.
• Documents activity for scalability and tracks progress to measure the value and impact of changes.
• Develops and presents executive summaries and dashboards related to CX strategic initiatives and analytic findings.
• Ensures timely development and implementation of key metric reports with high-quality data.
• Performs work under minimal supervision, handling complex issues and problems.
• Coaches and mentors department staff and collaborates with leadership to support strategic goals.

Benefits

• Affordable medical, dental, and vision coverage accepted throughout the United States.
• Employer funded Lifestyle Spending Accounts, Health Savings Accounts, and Health Reimbursement Arrangements.
• Employer-paid life and disability insurance.
• 401(k) retirement plan with company match and immediate vesting.
• Paid holidays, paid time off (PTO), PTO donation program, and paid parental leave.
• Voluntary benefits including Accident, Hospital Indemnity, Critical Illness, Term/Whole Life, and Cancer Care Insurance.
• Robust mental health offerings including an Employee Assistance Program.
• Comprehensive learning and development opportunities and an Educational Assistance Program.
• 16 hours of paid volunteer time with a $200 donation to a charity of your choice upon completion of all volunteer hours.
• Employee recognition, community initiative events, and yearly company outings.
• Workplace flexibility offering different options for working arrangements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree