Please contact your Administrator to change your authorization settings.
The Senior Consultant, Customer Experience, is responsible for contributing to the Brand Strategy team and Corporate Affairs more broadly with various projects related to membership retention and growth to support the health of the Blue Cross Blue Shield Brand. Responsibilities include managing both internal and external initiatives and partnering with cross-functional teams.
The Senior Consultant will act as a connector with the Blue Cross Blue Shield (BCBS) companies and the Association and serve as the primary contact for the Customer Experience team and BCBS companies.
They will participate in and lead frequent meetings with BCBS companies and internal business areas to identify needs and collect and share best practices within the system.
Responsibilities include but are not limited to:
Contributes to key customer experience initiatives by serving as primary point of contact with BCBS companies. Lead internal workgroup and 1-1 meetings, promote best practice sharing and research. Ability to listen and deeply understand business needs and priorities in effort to identify areas of opportunity.
Lead the development, implementation and maintenance of tools that will streamline interactions with BCBS companies and catalog best practices (e.g. customer database, asset management system, etc.)
Monitor social channels and source relevant user generated content from companies.
Develop and support virtual, in-person and hybrid events, meetings, and workshops to drive continuous engagement and participation.
Create repeatable method to track, measure and communicate BCBS company stories, best practices, and the impact to our members and/or business. Oversee the development of assets (e.g. tools and resources) to enable utilization.
Keeps current on divisional, Association and industry trends and technical offerings/requirements as input for Plan and Association decisions.
Act as a BCBS company SME and present customer knowledge and/or recommendations to cross-functional teams, BCBSA management and leadership as needed. Participate and contribute to ad-hoc projects that contribute to the broader team goals.
Required Education, Certifications and Experience
Bachelor's degree in business, operations, healthcare administration or related field, or equivalent work experience.
5 years' related business experience.
3 years' event coordination, logistics and execution experience for small to mid-size meetings, workshops or events.
Experience in relationship management and applicable tools.
Experience building a consensus to gain alignment across multiple stakeholders.
Strong interpersonal skills including positivity, professionalism, persuasiveness, and courtesy with and a service-oriented mindset.
Ability to communicate effectively with all levels of staff, front-line to senior leadership.
Excellent oral, written and presentation skills/communications.
Solid time management and prioritization skills.
Curious learner and passion for bringing people together for purpose.
Demonstrated analytical and problem-solving skills and ability to make connections.
Excellent communicator and connector with the ability to listen deeply to understand and distill information to identify gaps and opportunities.
Preferred Education, Certifications and Experience
Healthcare experience.
Experience or understanding of customer relationship management tools (e.g. SalesForce).
Facilitation and/or workshop design experience.
Professional (PAHM) or Fellow (FAHM) of the American Healthcare Management
People Management No
#LI-Hybrid
Blue Cross Blue Shield Association is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, disability, veteran status, genetic information or any other legally protected characteristics.