Experience Senior Manager

What We Need:

Reporting to the Director Customer Experience, the Senior Experience Manager's primary goal will be to support business goals and objectives by designing and delivering ideal customer experiences. They will work closely with cross-functional teams including business SMEs, experience designers and technical delivery partners to discover, design, develop, iterate, and continuously improve customer experiences that result in happier consumers and a more effective business. Success in this role will be achieved by identifying and understanding what needs to transform across experiences in the customer lifecycle informed through data, research and business goals/objectives. They will also need to work with other Experience Managers, designers, operations teams, and technology partners to deliver those new experiences in an efficient, agile manner that will drive better results, faster. Additionally, this role will also champion customer experience as a core element of business operations

Your Day to Day

Full product lifecycle management including: strategy, design, development, and operational maintenance of assigned experience product. Work with human-centered experience designers as well as research and data/analytics teams to create current and future-state journey maps, experience requirements docs, and other CX artifacts that will be used to inform delivery of improved consumer experience while simultaneously supporting business goals Support key business initiatives by serving as the 'voice of the customer' to inform product and solution design; partnering closely with cross-functional project teams throughout all phases of a project Manage and influence the backlog of work that impact your assigned experience area to ensure that projects addressing key customer pain points are prioritized, and that projects underway consider the needs of the customer. Help evangelize Customer Experience across the organization by educating audiences of varying leadership levels on the function of CX and its importance to achieving business goals.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties.

We're Looking for:

• Someone with a customer-centric mindset and the desire to push for what is best for the customer.
• Ability to think creatively and flexibly when solving problems and work iteratively in a cross-functional, sometimes ambiguous environment
• Someone who understands healthcare and the complexity of it
• An individual with excellent verbal and written communication skills who feels comfortable speaking up and advocating for the customer in groups who may not understand the need or importance.
• Comprehensive understanding of Customer Experience, and how new tools and technologies are being utilized to improve the customer experience.
• Experience analyzing data and research to understand problems and drive decision-making.
• Past experience journey mapping and using Human Center Designed to solve business problems.
• The ability to think big and small.
• Proven track record of building relationships with internal and external stakeholders.
• Proven ability to work independently in a large, complex, matrixed, and ever-changing environment

What You Bring:

• Understanding of the product lifecycle and direction of consumer-facing technologies (including mobile apps) and their impact
• 7+ years of working in product management orientation in the fields of CX, marketing, or technology
• 5+ years of customer experience across online and offline channels
• 3+ years in management/consulting experience preferred; Healthcare experience preferred.
• Experience with Human Centered design, developing journey maps, and analyzing customer research and operational data to form insights.
• Experience working on broad-scale consumer engagement technology solutions at a complex, matrixed organization
• Experience using agile methods in the product management discipline; Experience with project management tools (JIRA, Clarizen)

What You'll Gain:

* Get to work with a close-knit group of seasoned CXer's who care deeply about helping our customers and making it easier for them to navigate the complexities of healthcare. Help forge the path to a new way of working across the BCBSMA that puts the customer at the center of everything we do. See projects all the way through from ideation to delivery.

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 theconfidence gapandimposter syndromecan 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 ourCompany Culturepage. If this sounds like something you'd like to be a part of, we'd love to hear from you. You can also join ourTalent Communityto 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.