Experience Engineering Analyst ID-7521
We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities. We invite you to apply for a career with Blue Cross. Residency in or relocation to Louisiana is preferred for all positions. POSITION PURPOSE The Experience Engineering Analyst works side by side with CX director, manager and other analysts to partner cross-
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functionally with stakeholders to identify customer experience opportunities and utilize data-driven methodologies to envision innovative solutions for the Blue Cross Blue Shield of Louisiana customers. NATURE AND SCOPE This role does not manage people This job reports to: Departmental Leadership Necessary Contacts: All levels of Company Management, the Board of Directors, the Blue Cross Blue Shield Association, SaaS Vendors, all divisions of the company, included but not limited to IT, Digital Experience, Customer Service, Care Management, Medicare Advantage, Strategic Communications, Corporate Strategy and Marketing. QUALIFICATIONS Education Bachelor's Degree in Business, Data Analytics, Healthcare Administration or required. Master's Degree in Business Administration (MBA) preferred. Four years of related experience can be used in lieu of a Bachelor’s degree. Work Experience 2 years of experience developing customer engagement strategies that focused on digital channels - email, mobile, SMS required. Work in either digital or traditional channels must include multi-channel and multi variant campaigns. 2 years of experience analyzing external and internal customer data using database queries (SQL, Access), spreadsheet (Excel) models, web analytics tools, and campaign management software tools required. 2 years of experience working in a sales and marketing automation platform and CRM, preferably MS Dynamics and Marketo, preferred. Experience must include querying and building general workflows. Experience utilizing a breadth of CX Metrics and analytics (including: NPS, eNPS, CSAT, CES, VoC, and sentiment detection capabilities) to inform business decisions required. Experience working with technical teams, such as product managers, enterprise architects and software developers preferred. Experience with matrixed managed business stakeholders, work cross-functionally with roles outside of direct report authority preferred. Experience with identifying target audiences, and lead management processes. Experience may run concurrently. Skills and Abilities Strong problem-solving and critical thinking skills required. Working experience with data visualization tools like Tableau and Power BI required. Willingness to learn new technologies and techniques required. Advanced presentation skills, ideation using creative platforms, like MURAL preferred. Self-motivated and able to work as a team member Licenses and Certifications Customer Experience Professional Training preferred. ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS Direct responsibilities include supporting the experience engineering team in customer journey architecture, strategic business process improvement, persona development, communication mapping, ideation and development of SaaS (software as a service) systems to analyze, document, and re-engineer customer touchpoints across all traditional and digital engagement channels. Collecting, cleaning, and preprocessing data to ensure its quality and reliability Exploring and visualizing data to identify patterns, trends, and relationships Consult with business areas to represent the voice of the customer and inform experience improvements. Collaborate on corporate strategies and roadmaps which support digital transformation and consumer experience across the organization. Leverage work to develop process improvements, inform technical innovations, and deliver an improved customer experience. Support CX team through data analysis, campaign develop and execution, measurement, and utilizing design thinking platforms. Work with matrixed business stakeholders, and influencers to re-imagine business processes, digital engagements, and holistic touchpoints using CX practices, such as design thinking and customer journey mapping. Support customer engagement strategies through various direct to consumer channels (digital, mobile, email, member portal, etc.). Serve as a CX SME for automation tools, including MS Dynamics CRM and Marketo: data quality, campaign tracking, analysis, do not contact registries, and data extractions. Develop and analyze KPIs as defined by CX team and business leads. Work closely with CX Insights team to synthesis customer insights based on qualitative and quantitative opportunities. Data sources include direct to consumer research, adobe analytics, Qualtrics and Sprout Social. Accountable to work cross-functionally with IT/digital experience team to identify, evaluate and consult on customer engagement opportunities from a corporate strategy and CX perspective. Consult on UX and content. Work with management to partner cross-functionally to develop customer engagement strategies executed across multiple channels – including member portal, emails, and SMS. Manage strategy development and project timelines. Synthesis data from numerous sources, conduct data analysis to create segmented populations and summarize engagement efforts. Additional Accountabilities and Essential Functions The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential Functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions Perform other job-related duties as assigned, within your scope of responsibilities. Job duties are performed in a normal and clean office environment with normal noise levels. Work is predominately done while standing or sitting. The ability to comprehend, document, calculate, visualize, and analyze are required. #LI_CB1 #LI-Remote An Equal Opportunity Employer All BCBSLA EMPLOYEES please apply through Workday Careers. PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME, FIREFOX, SAFARI) Additional Information Please be sure to monitor your email frequently for communications you may receive during the recruiting process. Due to the high volume of applications we receive, only those most qualified will be contacted. To monitor the status of your application, please visit the "My Applications" section in the Candidate Home section of your Workday account. If you are an individual with a disability and require a reasonable accommodation to complete an application, please contact recruiting@bcbsla.com for assistance. In support of our mission to improve the health and lives of Louisianians, Blue Cross encourages the good health of its employees and visitors. We want to ensure that our employees have a work environment that will optimize personal health and well-being. Due to the acknowledged hazards from exposure to environmental tobacco smoke, and in order to promote good health, our company properties are smoke and tobacco free. Blue Cross and Blue Shield of Louisiana performs background and pre-employment drug screening after an offer has been extended and prior to hire for all positions. As part of this process records may be verified and information checked with agencies including but not limited to the Social Security Administration, criminal courts, federal, state, and county repositories of criminal records, Department of Motor Vehicles and credit bureaus. Pursuant with sec 1033 of the Violent Crime Control and Law Enforcement Act of 1994, individuals who have been convicted of a felony crime involving dishonesty or breach of trust are prohibited from working in the insurance industry unless they obtain written consent from their state insurance commissioner. Additionally, Blue Cross and Blue Shield of Louisiana is a Drug Free Workplace. A pre-employment drug screen will be required and any offer is contingent upon satisfactory drug testing results. Company Mission To improve the health and lives of Louisianians. Company Vision To be the market leader that delivers unsurpassed value to our customers through partnerships across the healthcare system. Blue Cross and Blue Shield of Louisiana is incorporated as Louisiana Health Service & Indemnity company and is an independent licensee of the Blue Cross and Blue Shield Association. Blue Cross and Blue Shield of Louisiana is licensed to sell products only in the state of Louisiana.
