Associate Director, Experience Transformation & Operations

What We Need
Blue Cross Blue Shield of MA is transforming the way we work so we can show up for everyone like they’re the only one. The Customer Experience (CX) Team works to support all business areas by visualizing and articulating customer journeys in order to deliver meaningful enhancements that drive improved outcomes for our customer and business.  

The Associate Director Experience Transformation and Operational Excellence is a critical member of the Customer Experience (CX) Team and is responsible for help to execute on the team’s objectives. The primary goal of the this role is to help advance the transformation of our organization’s ways of working and mindset to ensure that our customers are always at the center of everything we do.

Reporting to the Head of Customer Experience, the Associate Director of Experience Transformation & Operational Excellence is responsible for the management of the CX portfolio, optimization of cross-functional processes, and the advancement of CX acumen across the organization. They will spearhead process improvement initiatives that are aligned with enterprise strategies which will enable the improvement of customer and employee experience in the most efficient way. Additionally, this role will be focused on effectively showcasing the CX strategy and evangelizing the CX philosophy across the organization. This role will be a key cross-functional collaborator interfacing with all areas of the organization to articulate the criticality of employing a customer-first mindset in order to achieve business value. The will also be responsible for clearly illustrating the importance of involving CX services/capabilities to effectively solve business problems.

Day-to-Day

• Manage a portfolio of enterprise-wide and internal projects that require CX team’s support/involvement.
• Define and refine existing processes, introducing new strategies and approaches for working more nimbly/effectively and promoting/incorporating
• Optimize team performance, creating improvements in people, process, practices and procedures.
• Help identify and implement strategies that enhance activation and drive efficiency while ensuring exceptional customer experience.
• Develop meaningful decks, presentations and other artifacts that clearly communicate/visualize processes, strategy, and and Customer Experience philosophies.
• Evangelize and inspire all areas of the organization on CX and the critical role it plays in achieving business goals
• Promote the Business Transformation vision to stakeholders, enhancing awareness, advocacy, and engagement.
• Effectively educate partners/stakeholders on new CX concepts and methodologies.
• Champion change management efforts to align employees with new processes and tools, equipping them to deliver on the outcomes of strategic and operational initiatives.
• Foster a culture of continuous improvement through training, workshops, and knowledge sharing.

What We're Looking

• Bachelor's degree in Business, Operations Management, Communications or a related field ideal.
• 10-15 years of experience in Portfolio and Operations Management
• 5-8 years in Change Management and Business Transformation
• Experience in Healthcare Insurance, Healthcare or management/consulting experience preferred
• Certifications in Six Sigma, PMP, as well as Public Speaking are highly desirable.
• Experience with corporate strategy and porfolio processes,
• Deep experience with Agile/Scrum and project management tools (JIRA, Clarizen).
• Understanding of Customer Experience function and working knowleddge of Product Management.
• Previous involvement in customer-facing technology initiatives and software implementation
• Understanding of the value of human centered design, journey management,  data/research backed experience design.
• Experience developing and fostering strategic partnerships with cross-functional teams to cultivate a culture of innovation and continuous improvement.
• Ability to balance oversight of strategic initiatives with ongoing operational responsibilities.
• Experience communicating and visualizing complex and abstract concepts as well as story-tell to all levels/knowledge-bases in a way that resonates.
• Passionate about education, organization, operational excellence and the customer.
• Ability to thrive in a fast-paced, evolving, and sometimes ambiguous environment.
• Familiarity with emerging technologies that will help progress the CX agenda is a plus.

#LI-Hybrid

High school degree or equivalent required unless otherwise noted above

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 and 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 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 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. For more information on how we work and support that work/life balance visit our "How We Work" Page.