Blue Cross and Blue Shield of North Carolina

Compensation

Full Description

Job Description We are seeking a highly skilled and strategic individual to join our team as a Senior Strategic Advisor for the Customer Experience Issue Management program. In this elevated role, you will provide expert guidance and leadership to ensure the effective management and resolution of customer experience issues. You will work closely with cross-functional teams to identify, analyze, and address customer pain points, driving continuous improvement in our customer experience. What You'll Do Develop and implement advanced strategies to enhance the Customer Experience Issue Management program, aligning with organizational goals and objectives. Conduct thorough analysis of customer experience issues, identifying root causes and recommending actionable solutions. Collaborate with various departments, including Risk, Compliance, Audit, and Business Partners, to ensure seamless issue resolution and process improvements. Establish and monitor key performance indicators (KPIs) to measure the effectiveness of issue management initiatives and drive continuous improvement. Engage with internal and external stakeholders to gather insights, share progress, and ensure alignment on customer experience priorities. Perform cost-benefit analyses to evaluate the financial impact of proposed solutions and ensure cost-effective decision-making. Develop clear and concise communication plans to keep stakeholders informed about issue management activities and outcomes. Lead and mentor junior team members, fostering a culture of excellence and continuous improvement. What You Bring Bachelor's degree or advanced degree (where required). 5+ years of experience in a related field. In lieu of a degree, 7+ years of experience in a related field. Bonus Points (Preferred Qualifications) Proven experience in a strategic advisory role, preferably within customer experience or issue management. Ability to analyze complex situations, make informed decisions, and identify innovative solutions to challenging problems. Strong analytical and problem-solving skills, with the ability to think strategically and drive actionable insights. Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels. Experience with performance metrics and data analysis tools. Ability to manage multiple projects and priorities in a fast-paced environment with a proven track record of keeping projects on track and meeting deadlines. Strong organizational skills and attention to detail What You’ll Get The opportunity to work at the cutting edge of health care delivery with a team that’s deeply invested in the community Work-life balance, flexibility, and the autonomy to do great work Medical, dental, and vision coverage along with numerous health and wellness programs Parental leave and support plus adoption and surrogacy assistance Career development programs and tuition reimbursement for continued education 401k match #LI-Hybrid Salary Range At Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications and other business and organizational needs. Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs. *Based on annual corporate goal achievement and individual performance. $89,174.00 - $142,679.00 Skills Communications Strategy, Leadership, Market Development, Marketing Strategies, Market Research, Mentorship, Stakeholder Management, Strategic Initiative, Strategic Planning, Strategic Planning Initiatives _____________________________________________________________________ JOB ALERT FRAUD: We have become aware of scams from individuals, organizations, and internet sites claiming to represent Blue Cross and Blue Shield of North Carolina in recruitment activities in return for disclosing financial information. Our hiring process does not include text-based conversations or interviews and never requires payment or fees from job applicants. All our career opportunities are published on https://bcbsnc.wd5.myworkdayjobs.com/en-US/BCBSNC. If you have already provided your personal information that you suspect is fraudulent activity, please report it to your local authorities. Any fraudulent activity should be reported to: HR.Staffing@BCBSNC.com. 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 for English or Visión General de E-Verify for Español. Request Accommodations Blue Cross NC provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application or hiring process, please notify HR at HR.Staffing@bcbsnc.com. Blue Cross NC is a Hybrid Flex company. Whether the role is Hybrid Flex or Remote Flex depends on the nature of the work and distance from our Durham headquarters. We welcome candidates from outside the local area and in any of our approved states: 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