Senior Strategic Advisor, Customer Experience

Blue Cross and Blue Shield of North Carolina

1d • Hybrid

About The Position

We are seeking a highly skilled and strategic individual to join our team as a Senior Strategic Advisor for the Customer Experience Issue Management program. In this elevated role, you will provide expert guidance and leadership to ensure the effective management and resolution of customer experience issues. You will work closely with cross-functional teams to identify, analyze, and address customer pain points, driving continuous improvement in our customer experience.

Requirements

• Bachelor's degree or advanced degree (where required).
• 5+ years of experience in a related field.
• In lieu of a degree, 7+ years of experience in a related field.

Nice To Haves

• Proven experience in a strategic advisory role, preferably within customer experience or issue management.
• Ability to analyze complex situations, make informed decisions, and identify innovative solutions to challenging problems.
• Strong analytical and problem-solving skills, with the ability to think strategically and drive actionable insights.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.
• Experience with performance metrics and data analysis tools.
• Ability to manage multiple projects and priorities in a fast-paced environment with a proven track record of keeping projects on track and meeting deadlines.
• Strong organizational skills and attention to detail

Responsibilities

• Develop and implement advanced strategies to enhance the Customer Experience Issue Management program, aligning with organizational goals and objectives.
• Conduct thorough analysis of customer experience issues, identifying root causes and recommending actionable solutions.
• Collaborate with various departments, including Risk, Compliance, Audit, and Business Partners, to ensure seamless issue resolution and process improvements.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of issue management initiatives and drive continuous improvement.
• Engage with internal and external stakeholders to gather insights, share progress, and ensure alignment on customer experience priorities.
• Perform cost-benefit analyses to evaluate the financial impact of proposed solutions and ensure cost-effective decision-making.
• Develop clear and concise communication plans to keep stakeholders informed about issue management activities and outcomes.
• Lead and mentor junior team members, fostering a culture of excellence and continuous improvement.

Benefits

• The opportunity to work at the cutting edge of health care delivery with a team that’s deeply invested in the community
• Work-life balance, flexibility, and the autonomy to do great work
• Medical, dental, and vision coverage along with numerous health and wellness programs
• Parental leave and support plus adoption and surrogacy assistance
• Career development programs and tuition reimbursement for continued education
• 401k match

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 1,001-5,000 employees