Job Information
Blue Cross Blue Shield of Massachusetts Vice President, Customer Experience in Boston, Massachusetts
Ready to help us transform healthcare? Bring your true colors to blue.
Do you stand for something? For the right things. For listening to the person who has no voice. For believing you can make things better. We’re Blue Cross, and we’re for big changes, starting right now. We’re taking the lead in transforming health care for tomorrow. And together, we’ll take our passion for humanity and turn it into action for those who need it most. Are you with us?
Blue Cross Blue Shield of Massachusetts (BCBSMA) is aiming to create a frictionless Member Experience for the people we serve by reimagining how they navigate key journeys and use healthcare products. Our goal is to achieve best-in-class Net Promoter Scores and drive business results by transforming the experience our members have with us. Our goal is to anticipate and exceed members’ individual needs through data to improve the end-to-end experience. We’re also measuring and tracking organizational change as we evolve our consumer-first mindset to accelerate continuous improvement and increase brand loyalty.
Our Blue Cross Blue Shield of Massachusetts Customer Experience team is looking for a visionary Vice Pre sident, Customer Experience to spearhead the evolution toward exceptional customer journey management. Our ideal candidate is a passionate leader adept at driving a consumer-centric culture, overseeing Customer Journey Owners, Strategic Designers & Researchers, Usability Testers, Behavioral Researchers, and a Measurement Team.
The Role
As Vice President, Customer Experience, your mission will be to leverage customer insights and data to create an unparalleled customer experience that emphasizes the criticality of excellent health outcomes for our members and supports business outcomes for our business and clients. In order for BCBSMA to transform into a consumer-centric, product led organization to compete in a highly dynamic and volatile marketplace, we must understand how to put customers at the center of everything we do. This transformation requires that we understand our customs better than ever before and engage them in an integrated way across our brand, journeys, and platforms.
The Vice President, Customer Experience will lead a cross-functional team crafting future journeys for enhanced customer experiences. Aligning these evolved and reimagined current-state journeys and strategies with business imperatives is crucial to fostering brand loyalty and facilitating growth in the market. This role will champion the customer experience by leveraging comprehensive research and insights as a fundamental element of the omni-channel strategy. Collaboration with technology and operational teams and the business will be integral, identifying necessary products and capabilities for the effective execution of strategies. The VP will also oversee the measurement and iterative enhancement of the experience roadmap.
Success in this role will require defining clear objectives and key results, executing redesigned journeys, and applying a product management approach. Tracking and measuring consumer success metrics and outcomes requires effective cross-functional collaboration with technology partners, product, and others to expedite exceptional results. This leader inspires an 'outside-in' approach, prioritizing member-centric initiatives while aligning with overarching business objectives.
Responsibilities and Accountabilities
Own end-to-end customer experience journeys, insight gathering, and strategic measurement, and collaborate with rest of organization to drive alignment on customer experience objectives.
Lead and inspire a diverse and talented team of Journey Owners, Strategic Designers & Researchers, Usability Testers, Behavioral Researchers, and a Measurement Team to drive a holistic and innovative CX strategy.
Collaborate closely with Enterprise Technology and various other stakeholders to integrate technological advancements with CX initiatives, ensuring seamless and personalized member experiences.
Responsibilities and Accountabilities (Continued)
Utilize deep insights and advanced analytics to identify pain points and opportunities in the consumer journey and develop strategies and implement tactics to address them that translate into improved health outcomes.
Embed a consumer-obsessed philosophy across the organization, fostering cross-functional collaboration and a unified approach to delivering superior service, all while keeping the consumer at the center.
Support development of innovative solutions to complex problems by collaborating across product areas.
Develop robust measurement frameworks to evaluate CX effectiveness, identifying key metrics that align with business goals and member well-being.
Establish feedback loops between the organization and members to continuously refine CX strategies, ensuring member voices are heard and acted upon.
Champion organizational change initiatives that support a future-focused CX vision, advocating for resource allocation, process improvements, and technological investments.
Deliver regular reports to executive leadership and broader organization, showcasing progress, ROI, and strategic insights from CX initiatives.
Required Qualifications
15+ years of experience in consumer marketing, customer experience, product management and transformation leadership. Healthcare Payer or Healthcare Delivery experience a plus.
A minimum of 10 years in a senior customer experience leadership role, preferably in the healthcare sector.
Strong leadership skills with experience managing multidisciplinary teams in a complex organizational structure.
Extensive experience planning and managing large-scale, strategic marketing/product/experience initiatives (including capital planning, across matrixed organizations).
Demonstrated strong executive presence and success as a collaborative leader with experience attracting, developing managing, motivating and retaining outstanding talent.
Evidence of strong leadership and communication skills at all levels of the organization including C-suite/board level as well as peers and functional teams.
Proven change management successes, evidenced by impact to team outcomes and in navigating global matrixed environments where teamwork is valued and building a positive working culture critical to success.
Experience developing strong teams and building effective operating models to drive results. Proven ability to assess, retain, grow and attract strong diverse talent to meet business objectives. Proven track record of empowering team members and holding them accountable.
Highly strategic: demonstrated track record in assessing complex, competitive markets and situations and in developing related initiatives in partnership with other stakeholders to drive business results.
Ability to operate at both a strategic level to align key business owners on CX priorities aligned to business results, as well as tactical level to lean in and drive the necessary cross-company collaboration for effective end-to-end execution.
History of rapidly assessing situations, absorbing & applying new information to drive direction setting.
Demonstrated exceptional written & verbal communication skills with ability to communicate & inspire at all levels, including addressing opportunities, risks, & strategic positioning with business & technology teams.
A systems-oriented thinker with the ability to analyze complex relationships and situations, think outside the box, act, and promote entrepreneurial and innovative approaches.
Analytical thinker with experience in data-driven decision making and the ability to translate insights into action.
Experience using agile methods in the product management discipline.
Minimum Education Requirements:
High school degree or equivalent required unless otherwise noted above
LocationBoston, HinghamTime TypeFull time
Salary Range: $272,700.00 - $333,300.00
The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.
This job is also eligible for variable pay.
We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
WHY Blue Cross Blue Shield of MA?
We understand that the confidence gap (https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/) and imposter syndrome (https://www.braintreepayments.com/blog/overcoming-imposter-syndrome/) can prevent amazing candidates coming our way, so please don’t hesitate to apply. We’d love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It’s in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.
As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting our Company Culture (https://careers.bluecrossma.org/us/en/culturepage) page. If this sounds like something you’d like to be a part of, we’d love to hear from you. You can also join our Talent Community (https://careers.bluecrossma.org/us/en/jointalentcommunity?applyType=JTC) to stay “in the know” on all things Blue.
At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. We provide a flexible hybrid work model in which roles are designated as resident (on site 4-5 days/week), mobile (on site 1-3 days/week), or eworker (on site 0-3 days/month).
Voted as the highest in member satisfaction among Massachusetts commercial health plans by JD Power , Blue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston. We have been a market leader for over 75 years, and are consistently ranked among the nation's best health plans. Our daily efforts are dedicated to effectively serving our 2.8 million members, and consistently offering security, stability, and peace of mind to both our members and associates.
Our Commitment to You
We are committed to investing in your development and providing the necessary resources to enable your success. We are dedicated to creating a refreshing and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path. We take pride in our diverse, community-centric, wellness-focused culture and believe every member of our team deserves to enjoy a positive work-life balance.
Blue Cross Blue Shield of Massachusetts is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.
Blue Cross Blue Shield of Massachusetts will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Blue Cross Blue Shield of Massachusetts's legal duty to furnish information.