Head of Customer Experience Strategy & Adoption

CareFirst BlueCross BlueShield; Reston (VA); On-site; USD 158,000 - 263,000; Full time

Job summary

CareFirst BlueCross BlueShield seeks a Director of Customer Experience to lead strategy and execution across Plans and the Association. You will direct a team of BRMs and BCMs to strengthen partnerships, translate needs into action, and ensure high-quality experiences across all touchpoints.

You will drive digital product adoption, align stakeholders, monitor satisfaction, and address barriers to value realization, reporting results and risks to leadership.

Qualifications

• Bachelor's degree required in business administration, health-care, IT/data analysis or related field.
• 8 years healthcare analysis and/or technology consulting and 3 years management experience.

Responsibilities

• Own the customer experience strategy and execution across Blue Cross and Blue Shield Plans and the Association, establishing priorities, roadmaps, satisfaction targets, and governance.
• Monitor satisfaction measures, adoption indicators, feedback channels, service trends, and escalation processes; identify root causes and drive cross-functional actions.
• Lead adoption of digital products across Plans and the Association; manage readiness, stakeholder engagement, training, deployment support, and adoption plans; remove barriers and measure value realization.
• Lead, develop, and set expectations for a team of Business Relationship Managers and Business Change Managers; manage resources, budget, and provide executive updates.
• Represent the voice of the customer in enterprise planning; translate feedback and adoption data into product/service recommendations and communicate FEPOC's digital product value and roadmap.

Skills

Analytic skills

Problem solving

Executive communication

Stakeholder engagement

Change management

Relationship ownership

Multi-tasking

MS Office

Education

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

Tools

Microsoft Office

Job description

CareFirst BlueCross BlueShield seeks a Director of Customer Experience to lead strategy and execution across Plans and the Association. You will direct a team of BRMs and BCMs to strengthen partnerships, translate needs into action, and ensure high-quality experiences across all touchpoints.

You will drive digital product adoption, align stakeholders, monitor satisfaction, and address barriers to value realization, reporting results and risks to leadership.