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Blue Cross Blue Shield of Massachusetts Director, Customer Experience (CX) Analytics & Insights in Boston, Massachusetts

Ready to help us transform healthcare? Bring your true colors to blue.

This role is eligible for the following personas: Eworker, Mobile, Resident

Reporting to the Senior Director of CX Measurement & Insights, this individual will work with a team of CX experts as well as cross-functional teams to breathe new life into data to develop and socialize actionable insights. This individual is a data strategist and has expertise in the healthcare industry. They are apt at taking business questions and linking data from disparate sources to answer these questions with insights that are both relevant to business partners as well as highly actionable. This seasoned professional is a self-starter, can quickly identify projects that will add value, and can translate their analytics and models into language that makes it easy to understand and take business action.

Reporting to the Senior Director of CX Measurement & Insights, this individual will work with a team of CX experts as well as cross-functional teams to breathe new life into data to develop and socialize actionable insights. This individual is a data strategist and has expertise in the healthcare industry. They are apt at taking business questions and linking data from disparate sources to answer these questions with insights that are both relevant to business partners as well as highly actionable. This seasoned professional is a self-starter, can quickly identify projects that will add value, and can translate their analytics and models into language that makes it easy to understand and take business action.

Responsibilities

  • Be the data subject matter expert for the quickly growing CX organization

  • Lead the CX team and in identification of analytics projects that will add value to key business partners including member support, digital, technology, and clinical teams.

  • Create novel analytical models that link experience data to various outcomes—member outcomes with services teams, member outcomes with choosing providers/healthcare systems, and ultimately members’ long-term health outcomes

  • Represent CX in the organizational road-mapping for data strategy and analytical modeling and identify and evaluate key areas for investment

  • Lead PODS that lead to new data collection, linkage, and modeling methods based on what matters most to the business

  • Act as an expert on the “CX data of tomorrow” and identify key gaps in CX measurement and data linkages

  • Fill those gaps by developing new CX data strategies and gain leadership buy-in about the ROI associated with investing in your strategies

  • Lead and execute the scaled implementation of text analytics across experience data sources

  • Link health insurer marketplace data to our own CX data to quantitatively identify what the business needs to prioritize next to drive improvement in CX KPIs

  • Evaluate existing AI, Omnichannel, and other digital capabilities to ensure journeys are orchestrated with a consumer-first mentality, to ultimately help members navigate the healthcare system

  • Be a CX champion and teach others why CX data is instrumental to strategic prioritization

Required qualifications:

  • Experience in healthcare, healthcare tech, pharmaceutical, payor, or other health-related industry and experience working with healthcare datasets

  • Experience working with most of the following tools: Tableau, Python/Jupyter, Amazon SageMaker, AWS Athena, AWS S3, Apache Hive, Gitlab, Netezza SQL, Jira, Adobe Analytics

  • Deep experience developing analytical and predictive models.

  • Experience linking CX data with data across the enterprise to deliver actionable insights

  • Advanced capability prepping and joining discrete data sets across systems and tools

  • Proven ability to influence senior executives through storytelling with data

  • Ability to champion change and confidence leading in a matrix organization

  • Proven ability to partner with internal teams to enable them to understand root causes and take action to turn the needle on CX KPIs

  • Skilled at being a champion and trusted advisor to business partners to help them make challenging decisions that result in improved experiences

  • Adept at communicating complex models and analytics in simple terms and next steps

  • Strong presentation skills, experience visualizing abstract ideas and concepts, and experience storytelling and presenting to executive-level stakeholders

  • Bachelor’s degree, and 12+ years of experience in a CX or Analytics team in a modern and innovative environment, or in a product management role.

Preferred Qualifications

  • Experience linking customer and patient experience data to health outcomes and operational outcomes

  • Experience building models that predict customer outcomes leveraging CX and operational datasets

  • Consulting experience

  • Master’s degree in data analytics or a related field

  • Development of CX Return On Investment (ROI) models

  • Familiarity working in agile/SAFe agile

Minimum Education Requirements:

High school degree or equivalent required unless otherwise noted above

LocationBostonTime TypeFull time

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. We provide a flexible hybrid work model in which roles are designated as resident (on site 4-5 days/week), mobile (on site 1-3 days/week), or eworker (on site 0-3 days/month).

Blue Cross Blue Shield of Massachusetts, has a COVID-19 vaccination requirement for building entry. Your offer of employment is dependent upon either being fully vaccinated for COVID-19 or an accommodation based on a disability or sincerely held religious belief, practice, or observance by submitting a request to Human Resources.

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