Job Description

Blue Cross Blue Shield of Arizona is a local, independent Blue Cross Blue Shield Association and a not-for-profit health insurance company headquartered in Phoenix. Founded in 1939, the company has more than 1,800 dedicated employees throughout its Phoenix, Tucson, Chandler and Flagstaff offices. Providing health insurance products, services and networks to more than 1 million Arizonans, Blue Cross Blue Shield of Arizona offers various health plans for individuals, families, and small and large businesses. Blue Cross Blue Shield of Arizona also offers Medicare supplement plans to individuals over age 65.

Blue Cross Blue Shield of Arizona helps to fulfill its mission of improving the quality of life of Arizonans by delivering a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

Purpose of the Job

Our Customer Experience (CX) team is focused on aligning experiences with customer needs while innovating both the everyday moments and the ones that matter the most. In this role a CX Analyst will drive experience improvements and innovations throughout the organization through the use of VoC data, culture change, and project leadership. The ideal will bring a team-oriented, customer-centric mindset to identify opportunities and solve customer problems across all areas of the company. The CX Analyst must have an enthusiasm to learn new technologies and disciplines with an appreciation for high quality visual design, diving into customer insights, and translating insights into action.

Drive experience improvements and innovations throughout the organization through the use of VoC data, culture change, and project leadership. In this role a CX Analyst will bring a team-oriented, customer-centric mindset to identify opportunities and solve customer problems across the all areas of the company. The ideal candidate will be capable of influencing business leaders and decision makers to better connect the customer’s voice to the business strategy, planning and executing on the organization’s CX strategy, applying research and data analysis to develop customer insights, and translating insights into action.

Essential Job Functions and Responsibilities

LEVEL 1

  • Demonstrate the desired customer centric approach and use of the CX guiding principles throughout all work and interactions.
  • Analyze customer interaction data in order to provide insights on trends and changes in customer behavior.
  • Identify and execute on opportunities to improve the customer experience or increase customer engagement.
  • Intake, evaluate, prioritize, and implement new customer engagement workflows and campaigns in a marketing automation platform as requested by other departments.
  • Create and manage multiple reports and dashboards.
  • Work with teams throughout the organization to ensure the customer’s voice and customer feedback is central to decision making and communications.
  • Apply analytics and data driven insights to customer actions and feedback in order to identify trends and customer experience improvement opportunities.
  • Collaborate with other marketing functions, sales, finance, underwriting, actuary, IT, operations and other stakeholders in the organization to identify business requirements needed to apply CX principles and strategy.
  • Support the administration of and provide leadership to the Voice of the Customer Committee.
  • Establish and oversee the execution of a closed-loop feedback mechanism.
  • Support cross-functional projects to identify, prioritize, and execute on product and service innovations and improvements to better the customer experience, including creation of business cases and tracking of results.
  • Advocate on behalf of the customer during all business engagements to ensure a consistent and valuable experience for each customer.
  • Assist in the development and collection of business requirements for enterprise projects.
  • Identify and escalate gaps in the customer experience based upon qualitative and quantitative customer feedback and other research.
  • Partner with Marketing Communications to develop appropriate marketing and collateral related to Customer Experience improvements, ensuring that customers recognize and value BCBSAZs exceptional experience.
  • Work under general supervision of Sr. Analyst and/or Manager/Director.

     

    LEVEL 2

  • Provide leadership and day-to-day input on the use of a Voice of the Customer platform.
  • Collaborate directly with business leaders across the company on corporate projects and initiatives to infuse customer centricity and the voice of the customer into existing processes and the creation of new processes.
  • Supports CX and Digital Products Director in the oversight of business activities related to the planning, oversight, and management of the tactical execution for all team initiatives.
  • Oversees any and all team reporting and ensures quality and accuracy.
  • Communicates and presents on a recurring basis team objectives, accomplishments, and strategy.
  • Offers guidance, coaching, and other necessary activities to help other team members improve their overall performance.
  • Work under intermittent supervision of department Manager/Director.

     

    ALL LEVELS

  • Each progressive level includes the ability to perform the essential functions of any lower levels and mentor employees in those levels.
  • Perform all other duties as assigned.
  • The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.

BCBSAZ does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.

Skills / Requirements

Required Work Experience

Level 1

Level 2

 

1 year

2 years

Analytics and quantitative measurement skills

 

2 years

Health insurance or health care industry experience

2 years

4 years

Marketing communications, data analysis, research (market and/or consumer), or customer experience feedback management

2 years

4 years

Working in a flexible team environment while leading cross-functional initiatives and/or projects

Required Education

  • Bachelor's Degree in Economics, Marketing, Business, Communications, Public Health, or related field

Preferred Work Experience

Level 1

Level 2

 

2 years

4 years

Analytics and quantitative measurement skills

2 years

4 years

Health insurance or health care industry experience

3 years

5 years

Marketing communications, data analysis, research (market and/or consumer), or customer experience feedback management

4 years

6 years

Working in a flexible team environment while leading cross-functional initiatives and/or projects

 

Preferred Education

  • Master's Degree in Economics, Marketing, Business, Communications, Public Health, or related field of study

Required Job Skills

  • Excellent problem-solving and investigative skills
  • Advanced Microsoft Office skills – Word and Excel
  • Experience using a BI tool (e.g. Tableau) for reporting and managing dashboards
  • Strong research and organizational skills.
  • Exceptional organizational skills; Strong attention to detail
  • Strong and effective written, verbal and presentation skills with the ability to collaborate with team members and business stakeholders at all levels of the organization.
  • Understanding of descriptive and inferential statistics

 

Required Professional Competencies

  • Proven history of taking ideas, projects, or programs from inception to successful execution
  • Demonstrated a customer-centric attitude
  • Ability to cultivate and maintain productive working relationships with internal and external business partners
  • Ability to analyze and interpret data, including customer feedback in order to make recommendations on appropriate actions in order to improve the customer experience
  • Ability to identify analytical requirements for understanding shortfalls/excesses to appropriate plans, programs, initiatives and directives
  • Ability to communicate orally and in writing in a clear and straightforward manner
  • Ability to make decisions and solve problems while working under pressure
  • Ability to work effectively as a change agent across organizational boundaries
  • Ability to work extended hours as business demands
  • Ability to work at a high level with minimal supervision
  • Ability to manage multiple, simultaneous responsibilities

Required Leadership Experience and Competencies

  • Translate daily work into overall company goals and objectives
  • Lead cross functional teams

Preferred Job Skills

  • Knowledge of the health insurance or healthcare industry
  • Experience with marketing automation
  • Experience with Web Trends or Google Analytics
  • Experience with a CRM or business process management software
  • Basic understanding of machine learning concepts

Preferred Professional Competencies

  • Create analysis of complex data for executive management

Preferred Leadership Experience and Competencies

  • Create Marketing discipline strategies to advance initiatives throughout organization

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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