Job Description

Awarded the Best Place to Work 2021, 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.

About the Job:

Help us shape our digital customer experience! Are you passionate about digital and obsessed with creating targeted, and personalized digital experiences that are engaging and achieve results? Do you have expertise in delivering consumer grade web experiences and marketing engagement as part of a multi-channel strategy? Are you a data-driven storyteller? Expertise across the marketing technology stack (including Salesforce and Sitecore), personalization strategies that instill trust, and building customer 360s preferred. Strategic mindset essential.

Purpose of the job

  • The digital strategy and delivery leaders require a strategic mindset. The role focuses on acquiring and leveraging technology, the voice of the customer, digital design, data, innovation and creativity to drive business results through simple, connected, engaging, and personalized digital experiences that meet customer needs and expectations and promote loyalty and retention. Maintain roadmaps and delivery cadences that maximize and calibrate digital technologies, data, and teams to deliver exceptional digital experiences. Partner with marketing teams and segment leads to meet growth objectives. Coordinate with operations, marketing, IT, and data teams to support the delivery of an exceptional experience to stakeholders including members, providers, brokers, employers and employees. Evolve digital experiences and manage product lifecycles consistent with changing market expectations, research and brand voice and develop clear line of sight to experience performance, product metrics and operational support required to meet business objectives.

REQUIRED QUALIFICATIONS

Required Work Experience

  • 5 years of management experience leading a product, marketing, customer experience, web or related team
  • Demonstrated ability to build great products, programs or services - either digital or offline - in order to further the customer experience
  • Experience leading large projects

Required Education

  • BA or BS degree in information technology, computer science, business administration, marketing, or related field

Required Licenses

  • N/A

Required Certifications

  • N/A

PREFERRED QUALIFICATIONS

Preferred Work Experience

  • 5 years of experience leading digital/web/mobile product management teams.
  • 1-2 years agile/scrum experience
  • Experience creating A/B and/or multivariate tests.
  • 5 years health insurance experience

Preferred Education

  • MBA, MA or MS in information technology, computer science, business administration, marketing, or related field

Preferred Licenses

  • N/A

Preferred Certifications

  • N/A
 

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

Digital Strategy and Product Delivery

Hands-on position requiring business acumen, strong leadership and relationship-building skills, and superior design, technical, product management and product delivery skills.  Requires a pragmatic and solution-oriented individual who collaborates with business and technical leaders to deliver a seamless customer experience. Ability to simultaneously manage the digital strategic roadmap as well as digital product delivery.

  • Create and continuously evolve a digital vision and strategy that continuously evolve personalized digital customer experiences that deliver customer value and achieve business objectives.
  • Deliver digital products that are sustainable, robust, high-performing and meet the performance expectations of customers.
  • Partner closely with IT leadership, Data Architecture and Governance, and Enterprise Architecture teams to communicate digital experience requirements and align on the timing and delivery of both strategic and tactical technology requirements.
  • Collaborate with IT, Customer Experience and Digital Design teams to evolve, enhance, and maintain digital products.
  • Understand and leverage technology, data and high-performing integrations to deliver adaptable and flexible digital experiences aligned with experiences across other channels.
  • Understand data requirements for personalization and ensure that the data required to deliver personalized customer experiences is digitized, of high quality, and available to use in high performing experiences.
  • Serve as a strong advocate for the end user, armed with quantitative and qualitative data that provides analysis and insights into ways to continuously improve and innovate the digital customer experience. 
  • Create omnichannel product experiences across all customer touchpoints that customer want.
  • Ensure that appropriate digital product governance is in place and functioning.
  • Interact with business unit stakeholders to define functionality.
  • Develop business cases to secure funding and resources as needed.
  • Work closely with Customer Experience team to incorporate customer needs and wants and to align on CX standards, measurement and reporting.
  • Work closely with Digital Design / UX team to delivery roadmap and strategy.
  • Gain stakeholder buy-in and ultimately support customer engagement.
  • Define, test, and validate new experiences and features working with key cross-functional team members in the business areas and IT.
  • Develop standards, guidelines and procedures working with external vendors and internal stakeholders.
  • Champion, evangelize, and educate stakeholders on best practices in digital experiences that drives engagement, conversion and customer loyalty.
  • Manage internal resources and external vendor partners to deliver on-time and on-budget.
  • Champion the customer through all our customer journeys, identifying their needs and expectations.
  • Maintain strong cross-functional relationships with execution partners in order to implement improvement initiatives.
  • Measure digital product performance and impact via appropriate metrics or dashboard.

OVERALL

  • Oversee day-to-day departmental administration by coaching and motivating managerial staff and departmental personnel to make maximum use of experience and skills.
  • Monitor quality performance measures, develop and maintain effective workflows, and maximize system efficiencies.
  • Manage use of corporate funds including budgeting, financial management, and reporting. Identify opportunities to achieve administrative efficiencies while maintaining service.
  • Maintain effective working relationships to ensure teamwork in achieving corporate goals.
  • Participate in strategic planning activities and contribute to departmental and cross-functional teams to achieve BCBSAZ goals and ensure future success.
  • Coordinate activities between multiple divisions to achieve desired results.
  • Support BCBSAZ’s Core Value of maintaining a heritage of service through community involvement.
  • 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.
  • Perform all other duties as assigned.

REQUIRED COMPETENCIES

Required Job Skills

  • Exceptional written and verbal communications, targeted at both internal and external customers and key stakeholders.
  • Ability to communicate with and influence IT personnel
  • Strong understanding of customer experience and/or online trends
  • Excellent command of  Microsoft Word, Excel, and PowerPoint

Required Professional Competencies

  • Ability to quickly identify, troubleshoot, and resolve issues.
  • Ability to forge strong cross-functional relationships with internal stakeholders
  • Management skills in an operationally changing environment, with drive for results and success of objectives.
  • Strong knowledge of the healthcare industry.
  • Recognize strategic opportunities and use data to make timely and sound decisions.
  • Flexibility and willingness to adjust to shifting demands/priorities.
  • Ability to assimilate multiple new functions, services, projects and systems while maintaining existing systems.

Required Leadership Experience and Competencies

  • High standard of performance while pursuing aggressive goals
  • Principled leadership and sound business ethics

PREFERRED COMPETENCIES

Preferred Job Skills

  • Sitecore Content Management
  • Workflow Management System
  • Pega Marketing and Decision Hub

Preferred Professional Competencies

  • N/A

Preferred Leadership Experience and Competencies

  • N/A

Our Commitment

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.

Thank you for your interest in Blue Cross Blue Shield of Arizona.  For more information on our company, see azblue.com.  If interested in this position, please apply.

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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