Customer Experience Specialist

Horizon Blue Cross Blue Shield of New Jersey empowers our members to achieve their best health. For over 90 years, we have been New Jersey's health solutions leader driving innovations that improve health care quality, affordability, and member experience. Our members are our neighbors, our friends, and our families. It is this understanding that drives us to better serve and care for the 3.5 million people who place their trust in us. We pride ourselves on our best-in-class employees and strive to maintain an innovative and inclusive environment that allows them to thrive. When our employees bring their best and succeed, the Company succeeds.

• Work closely with the Voice of the Customer Team to become a subject matter expert on the CX Dashboards and metrics. Leverage insights from the dashboards to consult with business owners, disseminate results, and build action plans.
• Assist with planning the bi-weekly agenda of the Horizon BCBSNJ CX Council, including working with cross-functional partners to develop updates to the Council.
• Work with cross-functional teams that include internal Horizon BCBSNJ business owners and external agency partners to manage a portfolio of CX projects. Includes developing and managing detailed project plans, business cases, and budget.
• Create journey maps and pain point analyses to identify improvement opportunities.
• Support Horizon BCBSNJ employee engagement initiatives, including employee training efforts.
• Advocate for improving the customer experience within Horizon BCBSNJ.

The information above is intended to describe the general nature of the work being performed by each incumbent assigned to this position. This job description is not designed to be an exhaustive list of all responsibilities, duties, and skills required of each incumbent.

Education:

• Bachelors degree from an accredited college or university in related field preferred

Experience:

• Minimum 5-7 years of total experience in management consulting, consumer marketing or related field
• Minimum 1-2 year of experience in a customer experience, market research or process improvement role

Skills and Abilities:

• Strong communication skills, both oral and written
• Strong analytical skills, including ability to analyze data, draw conclusions, and make recommendations
• Advanced Microsoft Office skills (Word, Excel, PowerPoint)

Abilities:

• Customer Focus: Keeps customers/members as a top priority when making all business decisions. Develops a strong understanding of customer insights and advocates for solutions that improve the customer experience.
• Analytical and Strategic Thinking: Applies strategic thinking skills by developing solutions that incorporate both business objectives and consumer insights. Analyzes data and develops actionable conclusions and recommendations.
• Ownership & Detail Orientation: Takes on ownership and accountability of deliverables and delivers high quality results by developing a deep understanding of insights and cross-functional requirements.
• Cross-Functional Collaboration: Successfully drives results while operating in a matrix organizational structure and collaborating with multiple stakeholders. Successfully works with internal Horizon BCBSNJ business owners and external agency partners.
• Project Management: Possesses outstanding and demonstrated project management skills, including managing timelines and deliverables.

Horizon BCBSNJ employees must live in New Jersey, New York, Pennsylvania, Connecticut or Delaware

Salary Range:

This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. This range has been created in good faith based on information known to Horizon at the time of posting. Compensation decisions are dependent on the circumstances of each case. Horizon also provides a comprehensive compensation and benefits package which includes:

• Comprehensive health benefits (Medical/Dental/Vision)

• Retirement Plans

• Generous PTO

• Incentive Plans

• Wellness Programs

• Paid Volunteer Time Off

• Tuition Reimbursement

Disclaimer:
This job summary has been designed to indicate the general nature and level of work performed by colleagues within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of colleagues assigned to this job.

Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law. Horizon will consider reasonable accommodation requests as part of the recruiting and hiring process.