Customer and Employee Experience Analyst
About the position The Customer & Employee Experience Analyst is responsible for researching and evaluating experiences for Blue Cross and Blue Shield of Kansas customers. This position will lead efforts to assist in decision making with regard to the design and delivery of experiences. This position will also spearhead journey mapping processes: conducting interviews, facilitating discussions, and analyzing responses. They will collaborate with the customer experience team and cross-divisional stakeholders to analyze trends, identify journey pain points, and develop journey maps and personas. The Customer & Employee Experience Analyst coordinates with business stakeholders across the organization to understand business objectives and represent the voice of the customer using various research methodologies. This position may include occasional travel to perform studies and working outside of normal working hours. This position will represent the Blue Cross and Blue Shield of Kansas brand in Kansas communities and serve as an ambassador of the customer experience vision. “This position is eligible to work onsite, remote and hybrid (9 or more days a month on site) in accordance with our Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment.” Responsibilities • Analyze and synthesize personas, customer journey maps, user research, market research, user testing, and other data sources to influence customer experiences. • Research, explore, and recommend opportunities within the current customer experience to drive improvement initiatives. • Contribute to the creation and maintenance of customer journey maps. • Mentor other members of the organization in CX concepts and best practices, and articulate value of CX initiatives. • Conduct ongoing experience and usability research and testing to gauge effectiveness. • Partner with vendors and internal stakeholders to recruit participants for user research studies. • Manage projects including directing external agencies and translating project objectives into requirements and tasks for those agencies. • Contribute to CX initiatives to drive change across the organization by acting as the voice of the customer. • Conduct quantitative and qualitative research, including recruiting users for research sessions. • Perform trend and needs analysis. Requirements • Bachelor's degree in communication, psychology, experience design or related field. • Minimum of 3 years' experience in Customer Experience field. • In lieu of degree, minimum of 5 years' progressive, relevant experience within direct or related field. • Insurance and/or health care knowledge preferred. Nice-to-haves • Strong presentation and facilitation skills preferred. • In-depth knowledge of human centered design principles. • Extensive knowledge of journey mapping processes. • Understanding of survey and experience tools such as Qualtrics or similar, preferred. • Understanding of virtual collaboration tools including but not limited to Microsoft Teams, Zoom, Miro. Benefits • Total rewards package that promotes the idea of family first for all employees. • Ongoing training and development programs. • Paid vacation and sick leave with paid maternity and paternity available immediately upon hire. • Flexible options to work onsite, hybrid or remote available. Apply tot his job