Senior Digital Product Analyst

Blue Cross and Blue Shield of North Carolina; North Carolina; Hybrid; USD 98,000 - 157,000; Full time

Job summary

Blue Cross NC is seeking a Senior Digital Product Analyst to optimize the holistic customer experience across our online solutions. You will lead data-driven recommendations aligning customer needs with business goals and ensure usability and accessibility across digital channels.

You will drive governance, taxonomy, and content strategy, partner with design and analytics teams, monitor KPIs with tools like SiteImprove and Adobe Analytics, and apply UX principles to improve pages and AI-enabled

Qualifications

• Bachelor’s degree or advanced degree, when required.
• 5+ years of experience in related field; 7+ years if no degree.
• Bonus: Adobe Analytics certified; CCXP certification within 1 year preferred.

Responsibilities

• Lead the evolution and maintenance of a digital-first enterprise content governance model across experiences and repositories.
• Own and maintain a global taxonomy informing information architecture for scalable AI experiences.
• Lead content development for regulated segments with opportunities for reuse across platforms.
• Ensure brand voice, ADA compliance, and avoidance of ableism in content.
• Monitor content KPIs through Customer Journey Analytics, SiteImprove, and user research to align with audiences and business goals.
• Apply design thinking and UX principles to page authoring.

Skills

Customer experience

Data analysis

UX principles

Content governance

Content strategy

ADA compliance awareness

Education

Bachelor’s degree or advanced degree

Tools

Adobe Analytics

AEM

AEM as a Cloud Service

SiteImprove

Job description

Job Description We’re hiring a Senior Digital Product Analyst who will be responsible for the holistic customer experience optimization of BCBSNC’s online solutions, based on diverse data sources within their assigned applications. The incumbent will be a strategic leader, leveraging their knowledge of BCBSNC customer needs, online solutions, business objectives and data analysis to provide strategic recommendations focused on current and future state application needs to improve the user experience and drive business value. They will be a leader in utilizing customer experience best practices to validate that new application business solutions meet BCBSNC customer experience needs with data to ensure that optimum business benefit is being achieved while enhancing the current operating environment and relevant systems/applications.

What You’ll Do

• Lead the evolution and maintenance of a digital-first enterprise content governance model in partnership and parallel to the enterprise design language system that creates consistency across experiences and repositories, enables clear content architecture, and ensures scalability for AI use cases
• Own and maintain a global taxonomy that informs information architecture across digital experiences, fosters data quality for scalable AI experiences, and builds AI engine optimization into all digital content
• Lead content development for highly regulated key segments, identifying opportunities for reuse across platforms and channels to create efficiencies in business stakeholder approvals
• Incorporate the Blue Cross NC brand, tone of voice, and core messaging, as well as ensuring language is ADA compliant and avoids ableism
• Lead content research and performance by identifying key content KPIs and continuously monitoring through Customer Journey Analytics, SiteImprove, and user research to ensure language is aligned with target audiences and business objectives
• Apply design thinking and UX principles to page authoring

What You Bring

• Bachelor's degree or advanced degree (where required)
• 5+ years of experience in related field
• In lieu of degree, 7+ years of experience in related field

Bonus Points (preferred qualifications)

• Adobe analytics certified, preferred.
• CCXP Certified or certified within 1 year of employment, preferred.

Salary Range

At Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications and other business and organizational needs. Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs. *Based on annual corporate goal achievement and individual performance. $98,092.00 - $156,947.00

Skills

Adobe Experience Manager (AEM), Adobe Experience Manager (AEM) as a Cloud Service, Adobe Photoshop, Adobe Target, Business Intelligence (BI), Content Creation, Content Management, Content Management Systems (CMS), Data Analysis, Data Modeling, Data Science, Data Visualization, Digital Experiences, Enterprise Content Management System, Metrics Development, Online User Experience, Product Analysis, Reporting and Analysis, Search Engine Optimization (SEO), Statistical Models

About Us

It's an exciting time to work at Blue Cross and Blue Shield of North Carolina (Blue Cross NC). Health care is changing, and we're leading the way. We offer more than health insurance our customers can count on. We’re committed to better health and better health care − in our communities and beyond. Our employees bring energy and creativity to the workplace, and it shows in our innovative approach to improving the health and well‑being of North Carolinians. Blue Cross NC is a fully taxed, not‑for‑profit company headquartered in Durham, North Carolina. We serve more than 4.3 million members, and we employ more than 5,000 people across the country who are passionate about making health care better for all. Help us lead the charge for better health care by joining our award‑winning team. Discover tremendous opportunities with us to do challenging and rewarding work. Opportunities that can lead you to a fulfilling career, work that can help others lead healthier, happier lives.

Authorization to Work in the United States

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Request Accommodations

Blue Cross NC provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application, hiring process, or have technical issues that prevent you from completing your application please notify HR at [e-mail].

Hybrid Flex and Remote Flex

Blue Cross NC is a Hybrid Flex company. Whether the role is Hybrid Flex or Remote Flex depends on the nature of the work and distance from our Durham headquarters. We welcome candidates from outside the local area and in any of our approved states: Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin, and Wyoming