Louisiana Health Service & Indemnity Company - Baton Rouge, LA

posted 19 days ago

Full-time - Senior
Baton Rouge, LA
Funds, Trusts, and Other Financial Vehicles

About the position

This leadership role is focused on setting the vision for the Customer Experience (CX) organization at Blue Cross. The individual will define and own the end-to-end customer experience, ensuring a holistic approach that leads to a satisfied customer base. This includes implementing a customer experience culture and coordinating initiatives across various business lines to align with the company's brand promise and values. The leader will utilize data-driven decision-making to enhance customer experience and drive accountability within the organization.

Responsibilities

  • Set the vision for the Customer Experience (CX) organization.
  • Define and own the end-to-end customer experience.
  • Develop the CX vision and roadmap in collaboration with management.
  • Oversee the deployment of the CX model across the organization.
  • Implement and drive a customer experience culture.
  • Coordinate initiatives across key lines of business to enhance customer experience.
  • Utilize data-driven decision-making to identify areas for improvement in customer experience.
  • Drive positive customer experiences that lead to client and consumer satisfaction, retention, and growth.
  • Leverage customer insights and analytics to understand and improve customer journeys.
  • Identify customer pain points and develop actionable solutions.
  • Monitor and report on quality and performance metrics related to customer experience.

Requirements

  • Bachelor's degree in business management, marketing, public relations, computer science or related field required.
  • Master's (MBA) preferred.
  • 10 years of progressive leadership experience with a focus on healthcare and strategy.
  • 10 years of experience in data management strategy, interpreting customer insights, and process improvement execution.
  • Program Management experience in the healthcare or insurance industry preferred.
  • Excellent communication skills, including written, presentation development, and public speaking.
  • Strong project management skills.

Nice-to-haves

  • Experience in transforming the delivery of care through strategic programs.
  • Ability to exceed goals through a hands-on, entrepreneurial approach.

Benefits

  • Health insurance coverage
  • Professional development opportunities
  • Flexible scheduling options
  • Paid holidays
  • Wellness programs
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