Customer Experience Strategist

Position Purpose:

We’re hiring a Customer Experience Strategist to join our Customer Experience (CX) team. Our team’s purpose is to champion the voice of our customers and deliver data-driven insights to drive human-centered solutions.

As a Customer Experience Strategist, you’ll identify, research, evaluate and quantify all aspects of a member experience/business solution or opportunity. You will consult with management, from front line supervisors up to senior management, while engaging in the design, development, communication and implementation of customer-facing solutions.

As a Customer Experience Strategist, you’ll identify, research, evaluate and quantify all aspects of a member experience/business solution or opportunity. You will consult with management, from front line supervisors up to senior management, while engaging in the design, development, communication and implementation of customer-facing solutions.

Location: This is a full-time position located in Columbia, SC. You must reside in South Carolina, North Carolina, or Georgia.

Sponsorship: This position is not eligible for sponsorship now or in the future.

What You’ll Do:

• Develop, manage, and implement customer insight methodologies as a foundation for business and service strategy and member experience roadmap development. Serve as a consultant across all lines of business to ensure and promote a consistent member experience strategy. Determines, sets, and executes best direction in addressing business issues or opportunity by facilitating communication with business units.
• Continually look for ways to better the member experience and develop project and implementation plans, as well as serve as the corporate project lead. Manages one’s own tasks in projects, a project team and/or leads multiple projects. Works with vendors and internal areas to negotiate and manage deadlines based on the requirements of the projects. Recruit, coordinate, and manage member panels for online surveys, focus groups and usability studies.
• Provide ongoing user support for ad hoc questions, inquiries, and business area requests by performing assessments and meeting with internal customers to understand and anticipate their needs and assist in determining priorities in the context of the overall member experience strategy. Assist all lines of business in mapping their existing processes, identifying problem areas, develop a correct action plan, and design methods to measure the effectiveness of change.
• Coordinate with Corporate Communications to develop a plan for ongoing and episodic communications to employees to promote engagement, along with branding and implementation of customer centric marketing campaigns.
• Develop programs for instilling the BCBS culture in new and existing employees. Define measures and incentives for cultural alignment.

To Qualify For This Position, You'll Need The Following:

Required Education:

• Bachelor's degree

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.

If you need special assistance or an accommodation while seeking employment, please email mycareer.help@bcbssc.com or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.

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