Senior Strategic Advisor, Customer Experience

Job Description

What You'll Do

• Develop and implement advanced strategies to enhance the Customer Experience Issue Management program, aligning with organizational goals and objectives.

• Conduct thorough analysis of customer experience issues, identifying root causes and recommending actionable solutions.

• Collaborate with various departments, including Risk, Compliance, Audit, and Business Partners, to ensure seamless issue resolution and process improvements.

• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of issue management initiatives and drive continuous improvement.

• Engage with internal and external stakeholders to gather insights, share progress, and ensure alignment on customer experience priorities.

• Perform cost-benefit analyses to evaluate the financial impact of proposed solutions and ensure cost-effective decision-making.

• Develop clear and concise communication plans to keep stakeholders informed about issue management activities and outcomes.

• Lead and mentor junior team members, fostering a culture of excellence and continuous improvement.

What You Bring

• Bachelor's degree or advanced degree (where required).

• 5+ years of experience in a related field.

• In lieu of a degree, 7+ years of experience in a related field.

Bonus Points (Preferred Qualifications)

• Proven experience in a strategic advisory role, preferably within customer experience or issue management.

• Ability to analyze complex situations, make informed decisions, and identify innovative solutions to challenging problems.

• Strong analytical and problem-solving skills, with the ability to think strategically and drive actionable insights.

• Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.

• Experience with performance metrics and data analysis tools.

• Ability to manage multiple projects and priorities in a fast-paced environment with a proven track record of keeping projects on track and meeting deadlines.

• Strong organizational skills and attention to detail

What You'll Get

• The opportunity to work at the cutting edge of health care delivery with a team that's deeply invested in the community

• Work-life balance, flexibility, and the autonomy to do great work

• Medical, dental, and vision coverage along with numerous health and wellness programs

• Parental leave and support plus adoption and surrogacy assistance

• Career development programs and tuition reimbursement for continued education

• 401k match

#LI-Hybrid

Salary Range

At Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications and other business and organizational needs.Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs.

*Based on annual corporate goal achievement and individual performance.

Skills

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