End-to-End Journey Management, Principal

Blue Shield of CA; Los Angeles (CA); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Blue Shield of California’s Experience Insights & Enablement team is shaping an integrated Member Experience strategy across digital, call center, marketing and operations. The End-to-End Journey Management, Principal will own end-to-end journey maps from acquisition to retention, collaborating with product strategy, digital, marketing and operations to optimize experiences.

This role reports to the Senior Manager, End-to-End Journey Management and demands leadership, data-driven insights, and

Qualifications

• 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.

Responsibilities

• Develop and own the management of several interrelated journey maps reflecting the end-to-end experience (from acquisition to retention).
• Collaborate with product strategy, digital, marketing and operations to drive optimized member, provider and customer experiences.
• Report to the Senior Manager, End-to-End Journey Management and lead initiatives across teams.

Skills

Customer journey mapping

Executive communication

Workshop facilitation

Cross-functional leadership

Data analysis

Education

Bachelor's degree

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.

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
• Demonstrated experience communicating insights and recommendations to executive-level stakeholders
• Demonstrated ability to influence stakeholders and drive outcomes without direct authority
• Experience driving cross-functional alignment and leading initiatives in a matrixed environment
• Experience in the health payor space strongly preferred
• Experience leading complex improvement initiatives from discovery and analysis through business case development, implementation, and outcome measurement, strongly preferred

Hybrid

This role requires employees to be in-office based on our hybrid workplace model, balancing purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.