Director of Customer Experience Strategy & Digital Adoption

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

Job summary

CareFirst is seeking a Director of Customer Experience to lead a team of Business Relationship Managers and Business Change Managers, shaping the customer experience strategy across Blue Cross and Blue Shield Plans and the Association. You will align adoption, governance, and satisfaction targets with FEPOC capabilities and enterprise priorities.

You will drive broad digital product adoption, coordinate readiness, communications, training, and change management; and serve as the customer

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 experience.
• Strong analytical and problem-solving capabilities.
• Experience collaborating with executives and external stakeholders.

Responsibilities

• Own and execute the customer experience strategy across plans and the association.
• Establish satisfaction measures, adoption indicators, and escalation processes.
• Lead a team of Business Relationship and Business Change Managers.
• Represent the voice of the customer in enterprise planning and decisions.

Skills

Analytical skills

Design thinking

Executive presence

Relationship management

Change management

Healthcare knowledge

Communication skills

Multi-tasking

Attention to detail

Project leadership

Education

Bachelor's degree in business/healthcare/ IT

Tools

Microsoft Office

Job description

CareFirst is seeking a Director of Customer Experience to lead a team of Business Relationship Managers and Business Change Managers, shaping the customer experience strategy across Blue Cross and Blue Shield Plans and the Association. You will align adoption, governance, and satisfaction targets with FEPOC capabilities and enterprise priorities.

You will drive broad digital product adoption, coordinate readiness, communications, training, and change management; and serve as the customer