Blue Cross Blue Shield of Massachusetts Director, Digital Omni Strategy & Operations in Quincy, Massachusetts

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The Director Digital & Omni Strategy role will have responsibilities ranging from strategy and planning to operations and The Director Digital & Omni Strategy role will have responsibilities ranging from strategy and planning to operations and delivery within the Digital portfolio at BCBSMA. The focus is on driving a culture of Digital & Omni thinking, delivering value for our customers and business. Collaborating with stakeholders, alignment and presentations to leaders, engaging with external and internal stakeholders and leaders would be a key for this role. This role will lead project brief sessions, business case analysis, usability lab session planning, user experience design teams, creative account management, creative delivery, all the way through prototype development to project delivery working closely with Product Management teams and Technology teams all with an eye towards consumer engagement, encouraging speed to market, insights driven and customer focused.

Key Accountabilities:

  • Self-Management and lead others including team of senior and junior creative resources

  • Project Budgets, capacity planning, roadmap, creative pitch and usability lab recruitment for tests

  • Assist with efforts that drive immediate value and keep an eye for long-term success

  • Accountable for the performance and results of a team within Digital & Omni Channel Experience Management

  • Adapts to division plans and priorities to address resource and operational challenge

  • Leverage Digital and Omni Channel Strategy and Processes with focus on Consumer Engagement Strategy and Innovations

  • Deliver on Digital products/capabilities - being creative and collaborative with various stakeholders – IT, internal marketing, Sales, CX, creative teams and Business stakeholders

  • Think Minimum Viable Product approach, fail fast fail cheap, design thinker, conduct brainstorm sessions, iterative approach

  • Research customer needs, support creation of consumer journeys, persona, wires, designs including working with market research and insights teams – leveraging voice of customer and other research inputs

  • Proactively Engage Business units and Product leaders, self starter attitude, collaborative, adapting, transformational

  • Requires in-depth understanding of product concepts, Digital first, Mobile first thinking, focused on simplifying the customer experience, helping drive new innovative experiences leveraging data and insights.

  • Responsible for building out High-Priority customer centric Digital and Omni Channel experiences and capabilities


  • Deep understanding of mobile and web design and content strategies

  • Demonstrated experience in delivering on very aggressive timelines, creative iterative thinker

  • Exposure to Digital, Web, Mobile, Apps and CX, Design and Content.

  • Experience with Drupal, Content Management Systems is a plus.

  • Experience with Customer Journeys, Persona Creation, Wires, UX, UI is a plus

  • Good understanding of Requirements Gathering – translating to prototypes

  • Strong understanding of technical concepts like Responsive design, Browsers, Mobile Apps

  • Exhibit good oral and written communication skills

  • Should be familiar with Browsers, UI Testing – tools like user zoom is a plus

  • Should be able to independently write creative briefs from brainstorming sessions

  • Minimum BS/BA in Computer Science, or equivalent required

  • Good leadership and collaborative skills

  • Outstanding problem solving skills with tenacious follow up on outstanding issues

  • Ability to deliver under stringent deadlines

  • Experience working in a fast-paced deadline oriented environment


LocationQuincyTime TypeFull time

Voted as the highest in member satisfaction among Massachusetts commercial health plans by JD Power, Blue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston. We have been a market leader for over 75 years, and are consistently ranked among the nation's best health plans. Our daily efforts are dedicated to effectively serving our 2.8 million members, and consistently offering security, stability, and peace of mind to both our members and associates.

Our Commitment to You

We are committed to investing in your development and providing the necessary resources to enable your success. We are dedicated to creating a refreshing and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path. We take pride in our diverse, community-centric, wellness-focused culture and believe every member of our team deserves to enjoy a positive work-life balance.

Blue Cross Blue Shield of Massachusetts is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.

Blue Cross Blue Shield of Massachusetts will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Blue Cross Blue Shield of Massachusetts's legal duty to furnish information.