Company :

Job Description :

JOB SUMMARY

The job will focus on measurement, research, data analysis, and design of programs that will allow Highmark to transform our customer experience. Will obtain, analysis, and mobilize the data that supports our CX roadmap, partnering with key stakeholders throughout the organization to apply these learnings into product development, operations, clinical channels, marketing, and digital experiences.

ESSENTIAL RESPONSIBILITIES

• Perform management responsibilities to include, but are not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity. Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority.
• Partner with internal teams and external vendors to manage the full suite of CX measurement programs, including Net Promoter Score (NPS) benchmarks and progress, CX Maturity, Forrester CX Index, Siegel & Gale Simplicity Index, and others. Set targets for these programs, analyze progress, recommend, and implement programs to improve our scores. Partner with internal teams such as operations, HMHS, Clinical Services, Product, and Living Health as well as external vendors to set project-specific measurement that provides leading indicators of customer experience program performance. Manage Highmark's Brand Culture scorecard analysis and reporting and socialize outcomes with senior leadership.
• Partner with internal teams and external vendors to deliver experience research that supports short- and long-term CX roadmaps. Partner with CX Strategy to find new ways to socialize research and embed into tools, measurement programs, and design of solutions. Share findings and recommendations with senior leaders, assisting them in applying research outcomes in day-to-day work. Work with BCBSA CX leaders to share research and insights related to Highmark's CX program. Manage Highmark's voice of customer (VOC) platform software and dashboards.
• Manage deep data analysis related to CX, particularly involving NPS drivers. Work with Customer Insights to understand macro and journey-level drivers. Evolve our analysis efforts by working with additional internal data sets to understand and analyze customer behavior and its relationship to NPS. Assist teams in assessing business case opportunity for CX changes related to NPS.
• Drive concepting and design of prioritized high-value projects, supporting key stakeholders in implementation. These projects will support broader Living Health strategy and CX roadmap, solving for customer needs, business value, and feasibility. Potential areas of focus include development of new and innovative products that address NPS drivers, digital experiences that support new methods of engagement in health, and transformation of business processes that significantly impact customer experience.
• Other duties as assigned or requested.
  

EDUCATION

Required

• Bachelor's degree

Substitutions

• 6 years of related and progressive experience in lieu of Bachelor's degree
  

Preferred

• Bachelor's degree in Actuarial Science, Mathematics, or Statistics
  

EXPERIENCE

Required

• 5 years in Marketing, Customer Experience, Research, Data Analysis, Operations, or related field
• 1 year of working in a cross-functional, matrixed environment
  

Preferred

• 3 years in a management or leadership role
• 1 year in the Healthcare industry
• 1 year in data synthesis and visualization
  

LICENSES or CERTIFICATIONS

Required

• None
  

Preferred

• None
  

SKILLS

• Ability to influence cross-functional stakeholders at every level, from individual contributor to executive
• Ability to take an idea from hypothesis through research, validation, and the pitch to stakeholders
• Passion for disruptive approaches to transformation
• Deeply analytical
• Desire to learn and practice human-centered design and design thinking
• Strong communication skills with ability to simplify complex ideas for all audiences

Required

** Due to Department of Defense (DOD) contract requirements, the incumbent who fills this position must be a US citizen and must also pass a background check. **

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

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