Customer and Employee Experience Analyst

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."

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

$80,400 - $95,000 annually
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

• 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
• Quantitative and qualitative research, including recruiting users for research sessions
• Trend and needs analysis

What you need
Knowledge/Skills/Abilities

• Set research goals based on input from business areas and customer experience team
• Ability to learn and analyze new information that can be integrated into new and existing business initiatives.
• Leadership skills related to cross-functional collaboration, assertiveness, conflict management, and dealing with ambiguity
• Ability to manage multiple projects simultaneously and work independently, while also working in a team environment, promoting collaborative processes, and driving consensus.
• 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.

Education and Experience

• 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.

Our Commitment to Diversity, Equity, Inclusion, and Belonging

At Blue Cross and Blue Shield of Kansas, we are committed to fostering a culture of diversity, equity, inclusion, and belonging (DEIB), where mutual respect is at the foundation of our workplace. We provide equal employment opportunities to all individuals, regardless of race, color, religion, belief, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military or veteran status, family or parental status, or any other characteristic protected by applicable law.

We believe that embracing diversity and authentically promoting inclusion, equity, and belonging among our team members is crucial to our collective success. By intentionally recruiting, developing, and retaining a diverse pool of talent, we cultivate an environment where everyone feels valued, heard, and empowered to contribute. Accommodations are available for applicants with disabilities upon request, ensuring an inclusive and accessible hiring process for all.