Digital Asset Management (DAM) Librarian
About The Position
We are hiring a Digital Assessment Manager(DAM) Librarian. This individual will be responsible for the holistic customer experience optimization of BCBSNC’s online solutions, based on diverse data sources within their assigned applications. The incumbent will be a strategic leader, leveraging their knowledge of BCBSNC customer needs, online solutions, business objectives and data analysis to provide strategic recommendations focused on current and future state application needs to improve the user experience and drive business value. You will be a leader in utilizing customer experience best practices to validate that new application business solutions meet BCBSNC customer experience needs with data to ensure that optimum business benefit is being achieved while enhancing the current operating environment and relevant systems/applications.
Requirements
- Bachelor's degree or advanced degree (where required)
- 5+ years of experience in related field
- In lieu of degree, 7+ years of experience in related field
Nice To Haves
- Adobe analytics certified, preferred.
- CCXP Certified or certified within 1 year of employment, preferred.
Responsibilities
- Proactively intake granular application-specific knowledge as the customer experience subject matter expert.
- Understand and proactively provide customer experience insights to shape business needs and requirements.
- Act as a thought leader and daily advocate for the use of digital customer experience best practices
- Advocate for what customers or visitors want, need and expect from our applications.
- Work collaboratively with internal user experience and design experience stakeholders to further customer experience research across similar customer experience funnel within applications.
- Coordinate the development of team experience projects
- Uses independent judgment and initiative to generate practical, sustainable and creative recommendations to solve customer experience online delivery issues.
- Bring the application analysis and strategy together to provide data-driven enhancement recommendations and clarity to the changes and outcomes needed.
- Responsible for superior communication of detailed analysis insights, tied to application KPIs, feature KPIs and VOC research by creating charts, slides presentations, reports and/or dashboards and presenting analysis and recommendations to product solutions team.
- Provide ad hoc reporting or answers to questions, queries, and problem support.
- Understand the strategic imperatives of applications. Bring the analysis and strategy together in real-time presentations of applications and how customer experience is affecting business outcomes and successes.
- Conduct ongoing validation of data and metrics sources, back-end data modeling and refinement based on front end data from all tools.
- Leader in identifying complex trends across applications and making recommendations to the product solutions teams to effectively assist them with decision making on operational or other business issues.
- Leader in performing application specific comparative testing to optimize the customer experience.
- Maintain detailed application-specific customer experience analysis documentation for product solutions team to reference.
- May serve as point-of-contact for enterprise audit processes and procedures.
Benefits
- Annual Incentive Bonus
- 401(k) with employer match
- Paid Time Off (PTO)
- Competitive health benefits
- Wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
