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Director, Customer Insights

Company: Blue Cross and Blue Shield of Louisiana Inc.
Location: Baton Rouge
Posted on: September 13, 2020

Job Description:

We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities. We invite you to apply for a career with Blue Cross.

You should know that:

Jobs are updated and posted daily.

You must submit your resume online.

Apply for each position for which you are qualified and interested in.

You will only be considered for positions for which you apply.

Resumes are only accepted for posted positions.

Positions are full-time unless otherwise stated.

Due to the high volume of applicants, only those most qualified will be contacted.

POSITION PURPOSE

POSITION PURPOSE:

The Director of Customer Insights will work with the CXO to develop and direct the Customer Insights team, including: CX Metric development, strategy, analytics, reporting, and operationalization processes to ensure customer feedback is continuously collected, processed, disseminated and effectively leveraged to inform customer-centric business decisions.

Responsible for strategic end-to-end customer research capabilities to collect objective Customer Experience metrics, utilizing various AI/ML capable research technology platforms, to close the customer feedback loop and operationalize research findings.

Deliver strategic and actionable insights to shape business decisions throughout the organization, with a specific focus on the customer experience.

NATURE AND SCOPE

Manages People

This role reports to this job: SVP, Chief Customer Experience Officer

Necessary Contacts: In order to effectively fulfill this position, the incumbent must be in contact with:

All levels of Company Management, the Board of Directors, the Blue Cross Blue Shield Association, SaaS Vendors.

QUALIFICATIONS

Education

Bachelors in Computer Science, Data Analytics, Business or related field is required

Masters in MBA is preferred

Four years of related experience can be used in lieu of a Bachelor’s degree.

Work Experience

7 years in technical product development, data analytics, business strategy, software development, business development is required

3 years of demonstrated leadership experience is required

Experience can run concurrently

Skills and Abilities

Skills in mathematics, statistics, CS, Product, or another technical field, MA/MS is preferred

Proven success managing people and projects, working across teams, and driving results in a cross-functional environment.

Experience in software systems, programming, data modeling, or highly logical and analytical field is preferred

Knowledge of Customer Experience practice fundamentals.

Experience in marketing, web utilization analytics, and CX teams to understand analytics needs and identify and prioritize areas of opportunity for analytics initiatives.

Ability to lead strategic evolution of the Customer Insights team including strategic metric development, customer feedback loop closure, reporting and operationalization processes.

Must be able to identify opportunities for ROI based on metrics.

Advanced knowledge and experience with a breadth CX Metrics and analytics is required, including: NPS, eNPS, CSAT, CES, VoC, and sentiment detection capabilities.

Licenses and Certifications

None Required

ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS

Responsible to establish the overarching CX metric platforms and to define organization-wide strategic imperatives by transforming the voice of the customer to actionable and measurable insights. Ensures experience, design, and improvement strategies drive organizational goals and the culture of the organization.

Oversee CX metric resources, SaaS technologies, analysts, and/or team members in the development of customer-centric metric capabilities, programs and initiatives. Collaborate with CX Experience Management, Executive leadership, Data and Analytics, Strategy and business process owners, and other functional areas on strategic planning for customer metrics, application of predictive analytics, and operationalization processes.

Responsible for strategic end-to-end customer research capabilities to collect objective Customer Experience metrics, utilizing various AI/ML capable research technology platforms, to close the customer feedback loop and operationalize research findings.

Identifies, analyzes, and interprets trends or patterns and prepares ongoing reports and data visualizations (e.g., charts, dashboards, heat maps) in order to support business decisions. Typically uses dedicated CX metric applications and/or cloud services but may also leverage the reporting capabilities of existing ERP, CRM and/or database software vendors.

Responsible to develop and deploy a comprehensive and customer-focused measurement and insights strategy to gauge success and identify moments that matter across the connected customer experience, spanning in product, digital and human interactions.

Deliver strategic and actionable insights to shape business decisions throughout the organization, with a specific focus on the customer experience.

Responsible for defining survey objectives, methodology, overseeing execution, interpreting results and sharing insights with key stakeholders.

Research crosses all lines of business and includes members, group leaders, providers, brokers and marketplace.

Undertakes detailed quantitative analyses of consumer databases and external data sources and develops a data driven insight into customers, their behaviors, buying preferences and patterns. Identifies and communicates initiatives that enhance the positioning and offering of our products and services to customers.

Additional Accountabilities and Essential Functions

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential Functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions

Job duties are performed in a normal and clean office environment with normal noise levels.

Work is predominately done while standing or sitting.

The ability to comprehend, document, calculate, visualize, and analyze are required.

An Equal Opportunity Employer

All BCBSLA EMPLOYEES please apply through Workday Careers.

Posted 3 Days Ago

Full time

R4105

About Us Company Mission

To improve the health and lives of Louisianians.

Company Vision

To be the market leader that delivers unsurpassed value to our customers through partnerships across the healthcare system.

Blue Cross and Blue Shield of Louisiana is incorporated as Louisiana Health Service & Indemnity company and is an independent licensee of the Blue Cross and Blue Shield Association. Blue Cross and Blue Shield of Louisiana is licensed to sell products only in the state of Louisiana.

Keywords: Blue Cross and Blue Shield of Louisiana Inc., Baton Rouge , Director, Customer Insights, Other , Baton Rouge, Louisiana

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