CX Insights Architect

Southcarolinablues; Columbia (SC); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Subsidized health plans

Dental and vision coverage

401K with company match

Life Insurance

Paid Time Off

Job summary

BlueCross BlueShield of South Carolina is seeking a Customer Experience Strategist to drive data-driven, human-centered improvements in member journeys. Hybrid role based in Columbia, SC, requiring residence in SC/NC/GA and a BA degree with 5 years in research, UX, or health-plan operations.

The role emphasizes designing end-to-end experiences, coordinating with Communications, and building experience measurement frameworks across channels and segments.

Qualifications

• Bachelor's degree required.
• 5 years of research/analysis, health plan operations, customer service management, and/or UX/insight design.
• Experience conducting qualitative and quantitative research.
• Strong analytical and problem-solving skills with ability to translate findings.
• Excellent written, verbal, and visual communication for leadership.

Responsibilities

• Develop, manage, and implement customer insight methodologies as a foundation for business and service strategy and member experience roadmap development.
• Consult across lines of business to ensure a consistent member experience strategy.
• Lead projects, manage deadlines, and coordinate with vendors and internal teams.
• Recruit, coordinate, and manage member panels for surveys and usability studies.
• Provide ongoing user support and assess needs while translating insights into priorities.

Skills

Qualitative research

Quantitative research

Analytical thinking

Communication skills

Stakeholder management

Human-centered design

Qualtrics

Power BI

Tableau

Miro

Education

Bachelor's degree

Tools

Qualtrics

Medallia

Power BI

Tableau

Miro

Job description

BlueCross BlueShield of South Carolina is seeking a Customer Experience Strategist to drive data-driven, human-centered improvements in member journeys. Hybrid role based in Columbia, SC, requiring residence in SC/NC/GA and a BA degree with 5 years in research, UX, or health-plan operations.

The role emphasizes designing end-to-end experiences, coordinating with Communications, and building experience measurement frameworks across channels and segments.