Director, Strategic Member Research and Insights

Blue Cross Blue Shield of Massachusetts•Boston, MA

16h

About The Position

Reporting directly to the Vice President of Member Engagement and Advocacy, the Director of Strategic Member Research and Insights will be responsible for creating our member-focused ‘insight engine’: delivering rigorous, nuanced and actionable enterprise-wide research that will set the foundation for our evidence-based member engagement and experience strategy and drive the prioritization and improvement of key initiatives and activities across the business. By combining qualitative, quantitative and transactional data, with focused research initiatives, and by partnering deeply across the organization, this role is tasked with truly understanding our members – their needs, challenges, thoughts, feelings, what works for them and doesn’t – to help BCBSMA deliver on its mission and drive business results. This role will serve as the insights thought partner across the company, working closely with marketing, clinical, digital, sales, operations and service teams, among others, to ensure learnings are documented and socialized consistently, and member needs are central to decision-making and prioritization.

Requirements

Master’s degree in Economics, Public Policy, Health Care Policy/Management, Public Health/Epidemiology, Statistics, Program Evaluation, Psychology, or Sociology
10+ years of experience in applied health care research, including at least 5+ years of experience in a management position
Deep understanding of patient experience and consumer experience literature and applied practice
Deep understanding of health care payer operations including claims, utilization management, provider networks, member services, and regulatory reporting.
Demonstrated expertise in program evaluation, qualitative research methods, mixed methods research
Strong interpersonal skills to build healthy, collaborative, and trusting relationships across the company.
Exceptional skills in teamwork, collaboration, and ability to work effectively across diverse stakeholders
Excellent communication and interpersonal skills
Enterprise mindset and commitment to the company’s mission and values
“Player-coach” mindset – balancing strategic thinking with operational execution
Solution-oriented and comfortable leading through ambiguity
High school degree or equivalent required unless otherwise noted above

Responsibilities

Design, manage, and continually refine a system-wide member insights research program—including surveys, advisory panels, complaints data, digital behavior, and service interactions—to capture a 360° view of the member experience and define a holistic set of strengths, challenges, and opportunities for the enterprise to rally around.
Assemble and analyze multiple sources of member engagement data, often in close partnership with the CX measurement team in Performance Measurement Improvement (PMI). Data sources include our core business performance measures, Net Promoter Score and First Contact Resolution; reasons/root causes of member calls, chats, website searches; trends and root cause behind Appeals and Grievances; trends in engagement across our social media channels; among others; analysis to include sentiment and open text comments where available.
Oversee and manage our long-standing brand health survey, in partnership with Marketing.
Develop logic models that help the organization understand the causal pathways between member engagement interventions and their desired outcomes, as a means of clarifying business cases for investment, identifying leading indicators and lagging outcomes (e.g. new sales, retention, admin costs, medical costs), and enabling rapid test-and-learn evaluations whenever possible.
Understand patterns of consumer behavior and meaningful member “segments” revealed by the results of behavioral ‘nudges’ or interventions, working in again partnership with the Performance Measurement and Improvement (PMI) team.
Manage the portfolio of inbound strategic research requests and user/testing research, ensuring our limited resources are aligned with our overall strategy and delivering maximum value.