Customer and Employee Experience Analyst

Blue Cross Blue Shield Association • Full-time • Remote (Lawrence, KS, US) • $77.84k - $92k / year • 3m ago

Join Blue Cross and Blue Shield of Kansas as a Customer & Employee Experience Analyst. In this role, you'll research and assess customer experiences, lead user testing, and guide the design and delivery of experiences. You'll map customer journeys, conduct interviews, and analyze trends to identify pain points and develop personas.

Collaborating with the customer experience team and cross-divisional stakeholders, you'll use various research methods to represent customer needs and influence new features, services, and product enhancements. This position involves field research and occasional travel, sometimes outside of regular hours. Represent our brand in the community and champion our customer experience vision.

“This position is eligible to work onsite, remote or 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.”

Are you ready to make a difference? Choose to work for one of the most trusted companies in Kansas.

Why Join Us?

Make a Positive Impact: Your work will directly contribute to the health and well-being of Kansans.
Family Comes First: Total rewards package that promotes the idea of family first for all employees.
Professional Growth Opportunities: Advance your career with ongoing training and development programs.
Dynamic Work Environment: Collaborate with a team of passionate and driven individuals.
Flexibility: options to work onsite, hybrid or remote available
Balance: paid vacation and sick leave with paid maternity and paternity available immediately upon hire
Inclusive Work Environment: We pride ourselves on fostering a diverse and inclusive workplace where everyone is valued and respected.

Compensation

$77,840 - $92,000 annually
Exempt IT&S 15

Blue Cross and Blue Shield of Kansas offers excellent competitive compensation with the goal of retaining and growing talented team members. The compensation range for this role is a good faith estimate, it is estimated based on what a successful candidate might be paid. All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive wages that align with the individual's skills, education, experience, and training. The range may vary above or below the stated amounts.

What you’ll do

Research, explore, and recommend opportunities within the current customer experience to drive improvement initiatives
Contribute to the creation and maintenance of customer journey maps.
Conduct user testing to help business areas make customer-centric and “outside in” decisions
Analyze and synthesize personas, customer journey maps, user research, market research, user testing, and other data sources to influence customer experiences.
Partner with cross-functional colleagues and subject matter experts to evaluate products, processes, and services for optimal experience
Recommend protocols to maintain functionality and accessibility for all customer experiences.
Partner with design team to run user research studies, including wireframing and prototyping
Partner with vendors and internal stakeholders to recruit participants for user research studies
Contribute to CX initiatives to drive change across the organization by acting as the voice of the customer
A valid driver’s license is required. This position may need to travel to perform studies, occasionally staying away overnight and starting and finishing outside of normal working hours.

What you need

Bachelor's in communication, psychology, experience design or related field.
In lieu of bachelor's degree, at least five years of experience as a user experience researcher, user experience designer or similar role required.
A valid drivers licensed.
Experience conducting quantitative and qualitative research
Experience developing journey maps and personas
Experience conducting 1:1 interview and/or focus group discussions
Fluency in latest customer experience standards and human-centered design
Ability to manage work independently while promoting collaborative processes, driving consensus across organizational teams
Ability to present and defend decisions and recommendations to groups including senior stakeholders
Strong organizational, planning, problem-solving skills