End-to-End Member Experience Specialist, Consultant - Strategic Insights

Your Role

The End-to-End Member Experience team is responsible for developing a comprehensive Member Experience (MX) strategy that integrates digital, call center, marketing, and operations efforts to achieve excellence within the healthcare industry. The End-to-End Member Experience Specialist, Consultant - Strategic Insights will report to the Director, End-to-End Member Experience. In this role, you will design, manage, and conduct MX research in collaboration with external vendors and internal stakeholders to inform the optimization of member experiences specific to Blue Shield members, all while driving our Net Promoter Score (NPS) and Forrester program performance.

Your Knowledge and Experience

• Requires a bachelor's degree or equivalent experience and/or equivalent combination of education and experience
• Requires at least 7 years of prior relevant experience, including in Member or Customer Experience, Voice-of-Customer programs (e.g., CAHPS, NPS, Forrester, etc.) or Market Research
• Requires ability to analyze ambiguous feedback from members/customers, employees, and other sources to turn into actionable insights for practical use
• Experience in end-state visioning, design, roadmap development, and journey mapping in roles such as analyst, program manager, or adjacent strongly preferred
• Experience managing larger improvement projects from insights to building business cases to managing implementation (working with cross-functional teams), strongly preferred
• Experience with tools to analyze and interpret member feedback data (e.g., Medallia, Qualtrics) strongly preferred

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