End-to-End Journey Management, Principal

Blue Shield of California; California (MO); On-site; USD 150,000 - 190,000; Full time

Job summary

Blue Shield of California seeks a Principal, End-to-End Journey Management, to lead the development and ownership of interrelated journey maps spanning acquisition to retention, aligning MX strategy with product, digital, marketing and operations.

You will partner with executive stakeholders and cross-functional teams to drive measurable improvements, governance, and roadmaps, leveraging VOC analytics and journey-centric operating models.

Qualifications

• Bachelor's degree or equivalent experience is required
• At least 10 years of prior relevant experience
• At least 3 years of experience in Customer Journey Mapping and Management
• Experience facilitating workshops in virtual and in-person settings
• Ability to translate quantitative and qualitative data into actionable recommendations

Responsibilities

• Develop and own end-to-end journey maps reflecting acquisition to retention
• Identify critical moments and KPIs for journey health measurement
• Contribute to sustainable journey management programs and governance
• Present actionable insights to executives driving business requirements
• Identify opportunities that enable transformational change across the enterprise
• Collaborate with cross-functional teams to translate insights into prioritized actions
• Engage CX capabilities including VOC analytics, journey visioning, and roadmaps

Skills

Customer journey mapping

Workshop facilitation

Data interpretation

Education

Bachelors degree or equivalent

Job description

Your Role

The Experience Insights & Enablement team is accountable for leading the development of an integrated Member Experience (MX) strategy connecting digital, call center, marketing, and operations with the focus of being best in class within the healthcare industry. The End-to-End Journey Management, Principal will develop and own the management of several interrelated journey maps to reflect the end-to-end experience (from acquisition to retention) of members and customers and will work closely with product strategy, digital, marketing and operational teams to drive optimized member, provider and customer experiences. This position will report to the Senior Manager, End-to-End Journey Management.

Job Description

Your Role

The Experience Insights & Enablement team is accountable for leading the development of an integrated Member Experience (MX) strategy connecting digital, call center, marketing, and operations with the focus of being best in class within the healthcare industry. The End-to-End Journey Management, Principal will develop and own the management of several interrelated journey maps to reflect the end-to-end experience (from acquisition to retention) of members and customers and will work closely with product strategy, digital, marketing and operational teams to drive optimized member, provider and customer experiences. This position will report to the Senior Manager, End-to-End Journey Management.

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Responsibilities

Your Work

In this role, you will:

• Take disparate information, collected through stakeholder interviews, market research, member feedback, and operational data, to develop easy to digest maps
• Identify critical moments and areas for improvement within the end-to-end member journey and determine KPIs for ongoing measurement
• Contribute to the development of a sustainable journey management program, including end-to-end journey atlas, journey health measurement and governance structure
• Present actionable insights and recommendations to key stakeholders, including at the executive level, that drive business requirements
• Identify critical business opportunities (both short and long term) that enable transformational change across the enterprise
• Navigate ambiguity through strategic thinking, identify and drive improvements to various processes, programs, and tools
• Partner with cross-functional teams to shape and advance business cases that translate member experience insights into prioritized, measurable enterprise action
• Engage strong CX capabilities, including VOC analytics, end-state visioning, design, and roadmap development
• Champion an outside-in perspective and journey-centric operating models

Qualifications

Your Knowledge and Experience

• Requires a bachelor's degree, or a high school diploma/GED plus four additional years of relevant experience in lieu of a bachelor's degree
• Requires at least 10 years of prior relevant experience
• Requires at least 3 years of experience in Customer Journey Mapping and Management, including familiarity with software and techniques used for mapping and measuring customer journeys
• Requires experience facilitating workshops in both virtual and in-person settings
• Ability to translate quantitative and qualitative data into actionable recommendations
• Dem