Director, Customer Experience Strategy & Transformation

CareFirst, Inc.; Reston (VA); On-site; USD 142,000 - 263,000; Full time

Job summary

CareFirst BlueCross BlueShield is seeking a Director, Customer Experience to own the strategy and execution across plans and the association, leading BRMs and BCMs to deliver a cohesive, high-quality customer journey across touchpoints.

You will drive adoption of digital products, align stakeholders, monitor satisfaction, and communicate value and roadmap to Plans and the Association, enabling sustained improvements and strong customer partnerships.

Qualifications

• Bachelor's degree in Business Administration, Health-Care, IT/Data Analysis or related field.
• 8 years healthcare analysis and/or technology consulting and 3 years management.
• Proven analytic and problem-solving skills.
• Strong business innovation and design thinking capabilities.
• Excellent communication and executive presence with external stakeholders.
• Experience leading change initiatives and stakeholder engagement.

Responsibilities

• Own the customer experience strategy and execution across Blue Cross and Blue Shield Plans and the Association. Establish experience priorities, integrated Plan roadmaps, satisfaction targets, and governance.
• Establish and monitor satisfaction measures, adoption indicators, feedback channels, service trends, and escalation processes.
• Drive broad adoption and effective use of digital products across Plans and the Association; direct readiness assessments and adoption plans.
• Lead, develop, and set expectations for a team of Business Relationship Managers and Business Change Managers.
• Represent the voice of the customer in enterprise planning and communicate FEPOC's digital product value, performance, and roadmap.

Skills

Analytical skills

Design thinking

Trusted advisor

Executive presence

Healthcare terminology

Change leadership

Stakeholder engagement

Communication

Attention to detail

Multitasking

Education

Bachelor's degree in Business Administration, Health-Care, IT/Data Analysis or related field

Job description

CareFirst BlueCross BlueShield is seeking a Director, Customer Experience to own the strategy and execution across plans and the association, leading BRMs and BCMs to deliver a cohesive, high-quality customer journey across touchpoints.

You will drive adoption of digital products, align stakeholders, monitor satisfaction, and communicate value and roadmap to Plans and the Association, enabling sustained improvements and strong customer partnerships.