Job Description

Proactively manages and measures experience lifecycle from conception to implementation, iteration, and maintenance, optimizing the outcome for the product/experience while prioritizing work and communicating with stakeholders to ensure delivery of experience expectations across all customer segments and channels.

What You'll Do:

• Consult with senior leaders across the company on components of process transformation and value stream management aligning the focus of stakeholders towards a unified experience that serves members’, employees’, and business’ needs.

• Lead business and journey owners through solving large, complex and/or ambiguous business problems while connecting end to end processes together. Delivering an efficient and compliant end to end experience.

• Manage and lead large complex and difficult projects using Six Sigma methodology or human centered design methodology anchored in the process architecture framework and experience journeys. This may include the project leadership of other process improvement professionals.

• Proactively monitor process performance, establish key performance/risk indicators, mine process data and complete benchmarking efforts to identify root causes to solve complex business problems under the process architecture framework. While identifying realized value , experience performance and gap/problem analysis.

• Provide informal team leadership, including recommendations and reporting on sub-team workload and prioritization.

• Ensure ongoing documentation and process certification and experience(s) which includes control plans, understanding the tools used in the respective process or experience, identification, and measurement of metrics for success and adherence to applicable regulatory guidelines.

• Leverage an understanding of the corporate strategy and business landscape to identify Business Process Management opportunities to link business objectives to process management strategy.

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What You'll Bring (Hiring Requirements)

• Bachelor's degree or advanced degree (where required)

• 8+ years of experience in customer experience, process, or experience design

• In lieu of degree, 10+ years of experience in related field

• Lean Six Sigma Green Belt or advanced

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Salary Range

$105,600.00 - $191,800.00

About Us

It's an exciting time to work at Blue Cross and Blue Shield of North Carolina (Blue Cross NC). Health care is changing, and we're leading the way. We offer more than health insurance our customers can count on. We’re committed to better health and better health care − in our communities and beyond. Our employees bring energy and creativity to the workplace, and it shows in our innovative approach to improving the health and well-being of North Carolinians.

Blue Cross NC is a fully taxed, not-for-profit company headquartered in Durham, North Carolina. We serve more than 4.3 million members, and we employ more than 5,000 people across the country who are passionate about making health care better for all.

Help us lead the charge for better health care by joining our award-winning team. Discover tremendous opportunities with us to do challenging and rewarding work. Opportunities that can lead you to a fulfilling career, work that can help others lead healthier, happier lives.

Authorization to Work in the United States

We use E-verify to confirm authorization to work in the United States. To learn more about E-Verify, including your rights and responsibilities, please visit E-Verify Overview (https://www.e-verify.gov/employees/e-verify-overview) for English or Visión General de E-Verify (https://www.e-verify.gov/es/empleados/vision-general-de-e-verify) for Español.

For most roles, you can choose where to work - fully remote in one of the states listed below, in the office, or a hybrid of the two:

Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin, and Wyoming

Much more than a paycheck

The total value of working at Blue Cross NC goes far beyond your paycheck. We offer benefits and perks (https://careers.bluecrossnc.com/global/en/benefits) that help you thrive, such as competitive health benefits, bonus plans based on performance, 401(k) with employer match, paid time off (plus two well-being days), and a variety of career development and wellness programs.