Manager Customer and Employee Experience
Blue Cross Blue Shield Kansas

Job Info

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Research-based change management expert that can inspire a diverse workforce to become customer experience obsessed brand ambassadors. This position oversees customer experience data interpretation to drive a customer-centric culture, education, and communications at BCBS Kansas. They will share customer research, educate staff, and ensure the consistent socialization of customer experience strategy and deliverables to employees, contractors' third-party vendors, senior leadership and board members. The candidate will use primary and secondary research and internal data to develop evidence-based storytelling through professional presentations and deliverables. This position also includes decision making, corporate-wide communication and training, hiring, and coaching a team.

"This position is eligible to work onsite, remote or hybrid (9 or more days a month on site) in accordance with our Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment."

Are you ready to make a difference? Choose to work for one of the most trusted companies in Kansas.

Why Join Us?

• Make a Positive Impact: Your work will directly contribute to the health and well-being of Kansans.
  
• Lead and Inspire: Guide and mentor your team to achieve their full potential and success.
  
• Family Comes First: Total rewards package that promotes the idea of family first for all employees.
  
• Dynamic Work Environment: Collaborate with a team of passionate and driven individuals.
  
• Trust: Work for one of the most trusted companies in Kansas
  
• Stability: 80 years of commitment, compassion and community
  
• Flexibility: options to work onsite, hybrid or remote available
  
• Inclusive Work Environment: We pride ourselves on fostering a diverse and inclusive workplace where everyone is valued and respected.
  

Compensation

$96,800 - $115,000 annually

Exempt 17

• Blue Cross and Blue Shield of Kansas offers excellent competitive compensation with the goal of retaining and growing talented team members. The compensation range for this role is a good faith estimate, it is estimated based on what a successful candidate might be paid. All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive wages that align with the individual's skills, education, experience, and training. The range may vary above or below the stated amounts.
  

What you'll do

• Responsible for the vision and representation of the customer voice and CX culture related to expectations of current and future customers and ensuring that vision is aligned with department and corporate objectives.
  
• Responsible for analyzing Forrester CX Index and other data sources to look for trends, patterns, areas of opportunity for improvement and to pulse our company's key performance metrics.
  
• Partners with training and development department to infuse CX behaviors into corporate training and provide ongoing development for employees to strengthen CX abilities.
  
• Responsible for analyzing the outcomes and reporting on trends, patterns, areas of opportunity for improvement and to pulse our company's performance in key metrics.
  
• Attends local and national meetings and serves on committees involving issues pertinent to CX.
  
• Acts as a liaison and represents CX and the voice of the customer in cross departmental meetings and committees.
  
• Regularly presents CX work and results to wide audiences including employees at all levels, the executive team, and the board of directors.
  
• Ensures accountability for cross-divisional work that impacts the customer journey.
  
• Must comply with corporate compliance program.
  
• Identifies processing or administrative policy problems and recommends corrective action as required.
  
• Must be able to maintain confidentiality.
  
• Regular and predictable attendance is an essential job function as defined by policy.
  
• Must comply with and implement corporate information security policies, standards, and guidelines relative to access control.
  
• Deal effectively and timely with personnel and performance issues in correlation to documented individual development, improvement and action plans.
  
• Responsible for maintaining an awareness and understanding of the business unit recovery plan for the department and the corporation's business continuity program in general.
  
• Projects future workload volumes and staff requirements within the department.
  
• Implements, organizes and monitors activities within the company to achieve optimum service levels based on projected workload volumes and staff fluctuation.
  
• Develops the annual budget for areas of responsibility and monitors the judicious use of allocated funds.
  
• Organizes and supervises the planning and execution of recognition for successful CX focused tasks.
  
• Responsible for ensuring CX training and continued development of all new hires aligns with vision and expected behaviors.
  
• Coaches and counsels direct team providing continual feedback, periodic performance reviews and annual performance evaluations.
  
• Delegates responsibility and authority necessary within the department to meet departmental and organizational objectives.
  
• Maintains department records on all CX focused activity.
  
• Responsible for clarifying contractual benefits and administrative policies and procedures as it relates to CX for the company.
  

What you need
Knowledge, Skills, and Abilities

• Executive level/C-Suite presentation and delivery skills
  
• Deep experience with:
  

- Customer research methodologies

- Data analytics

- Organizational behavior

- Culture improvement

- Change management

- Employee experience

- Crucial conversations

• Primary and secondary research
  
• Translates metrics into plain talk
  
• Strong verbal and written communication skills.
  
• Ability to prioritize work functions and manage time.
  
• Strong analytical skills and ability to use critical thinking and sound judgment in resolving complex issues.
  
• Must have the ability to identify roadblocks impacting the customer experience. This would include but not limited to data mining, collaboration with divisional employees and cross divisional employees, and root cause analyses.
  
• Ability to create a strong team through team building activities, relationship building, and coaching.
  
• Knowledgeable in current policies, training, trends, technology, and information affecting our company. Must also be knowledgeable in surveying and driving results through the customer voice.
  
• Preferred an understanding of the business rules behind claims processing, membership and eligibility. Also, an understanding of the Marketplace and our sales flows.
  
• Demonstrates ability to effectively manage people, processes, projects and potential risk.
  
• Requires strong customer focus and orientation as well as teamwork skills.
  
• Requires knowledge of basic statistical principles and ability to use spreadsheet software.
  
• Must be action oriented with a drive for results.
  

Education and Experience

• Bachelor's degree with emphasis on Research, Human Behavior/Organizational Communications, Business Administration, or Management with at least three years professional level position with documented leadership of people and/or projects with consistent achievement of goals.
  
• Health insurance industry knowledge, experience with executive-level presentations, and successful senior level collaboration preferred.
  
  

OR

• 10 years' experience with BCBSKS with documented success leading cross divisional efforts, and experience with executive-level presentations. Proven track record of coaching and developing successful teams. Demonstrates ability to find ways to improve customer experiences and support change efforts.
  

AND

• Must complete certification in CX essentials skills (through Forrester or similar) within the first year. Topics could include journey mapping, ethnography, experience measurement, etc.
  

Benefits & Perks

• Base pay is only one component of your competitive Total Rewards package
  
• Incentive pay program (EPIP)
  
• Health/Vision/Dental insurance
  
• 6 weeks paid parental leave for new mothers and fathers
  
• Fertility/Adoption assistance
  
• 2 weeks paid caregiver leave
  
• 5% 401(k) plan matching
  
• Tuition reimbursement
  
• Health & fitness benefits, discounts and resources
  

Our Commitment to Diversity, Equity, Inclusion, and Belonging

At Blue Cross and Blue Shield of Kansas, we are committed to fostering a culture of diversity, equity, inclusion, and belonging (DEIB), where mutual respect is at the foundation of our workplace. We provide equal employment opportunities to all individuals, regardless of race, color, religion, belief, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military or veteran status, family or parental status, or any other characteristic protected by applicable law.

We believe that embracing diversity and authentically promoting inclusion, equity, and belonging among our team members is crucial to our collective success. By intentionally recruiting, developing, and retaining a diverse pool of talent, we cultivate an environment where everyone feels valued, heard, and empowered to contribute. Accommodations are available for applicants with disabilities upon request, ensuring an inclusive and accessible hiring process for all.

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