Principal End-to-End Member Journey Lead

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

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.