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Blue Shield Of California

End-to-End Member Experience Specialist, Consultant - Strategic Insights

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  • US
    Oakland, California
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  • US
    Oakland, California

About

Job Description
Your Role
The End-to-End Member Experience team is responsible for developing a comprehensive Member Experience (MX) strategy that integrates digital, call center, marketing, and operations efforts to achieve excellence within the healthcare industry. The End-to-End Member Experience Strategic Insights, Consultant will report to the Senior Manager, Strategic Insights for End-to-End Member Experience. In this role, you will design, manage, and conduct MX research in collaboration with external vendors and internal stakeholders to inform the optimization of member experiences specific to Blue Shield members, all while driving our Net Promoter Score (NPS) and Forrester program performance.
Responsibilities
Your Work
In this role, you will:
  • Drive MX strategy by generating insights to prioritize and refine the MX roadmap, focusing on initiatives to enhance the experience for all members
  • Synthesize complex data and concepts into easily understood stories and recommendations for senior leadership and cross-functional teams, by scaling our NPS and Forrester programs
  • Support the Voice of the Customer (VoC) programs and collaborate across the organization to translate member reported issues into effective actionable results
  • Derive insights and trends from data and analytics to create high-level strategies to drive optimization of customer experience and enhancement of loyalty
  • Identify critical short and long-term business opportunities that enable transformational change across the enterprise
  • Synthesize complex data and concepts into easily understood stories and recommendations for senior leadership, by scaling our NPS & Forrester programs
  • Produce impactful insights by leveraging expertise in survey design, statistical analysis, and data-driven storytelling
  • Collaborate with internal teams to leverage insights in the development of journey maps and action plans
  • Navigate ambiguity through strategic thinking, identify and implement improvements to various processes, programs, and tools used in support of the VoC best practices
  • Own monthly, quarterly, and annual reporting, sharing insights in presentations to internal teams

Qualifications
Your Knowledge and Experience
  • Requires a bachelor's degree or equivalent experience and/or equivalent combination of education and experience
  • Requires at least 7 years of prior relevant experience, including in Member or Customer Experience, Voice-of-Customer programs (e.g., CAHPS, Digital MSAT, NPS, Forrester, etc.) or Market Research
  • Requires ability to analyze ambiguous feedback from members/customers, employees, and other sources to turn into actionable insights for practical use
  • Requires experience with tools to analyze and interpret member feedback data (e.g., Tableau, Vendor managed software, etc.)
  • Requires experience with applying a variety of data analysis techniques and combining survey and operational data
  • Experience in customer experience program reporting, design, and roadmap development, in roles such as analyst, program manager, or adjacent strongly preferred
  • Experience managing customer experience improvement projects from insights to building business cases to managing implementation (working with cross-functional teams), strongly preferred
  • Strong communicator, self-starter, strategic thinker with a blend of business understanding and quantitative skills

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About the Team
About Blue Shield of California
As of January 2025, Blue Shield of California became a subsidiary of Ascendiun. Ascendiun is a nonprofit corporate entity that is the parent to a family of organizations including Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan; Altais, a clinical services company; and Stellarus, a company designed to scale healthcare solutions. Together, these organizations are referred to as the Ascendiun Family of Companies.
At Blue Shield of California, our mission is to create a healthcare system worthy of our family and friends and sustainably affordable. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.
To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.
Blue Shield is a U.S. News Best Company to work for, a Deloitte U.S. Best Managed Company and a Top 100 Inspiring Workplace. We were recognized by Fair360 as a Top Regional Company, and one of the 50 most community-minded companies in the United States by Points of Light. Here at Blue Shield, we strive to make a positive change across our industry and communities - join us!
Our Values:
  • Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short.
  • Human. We strive to listen and communicate effectively, showing empathy by understanding others' perspectives.
  • Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.

Our Workplace Model:
At Blue Shield of California and the Ascendiun Family of Companies, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose - whether working in the office or through a hybrid approach - by providing clear expectations while respecting the diverse needs of our workforce.
Two Ways of Working:
  • Hybrid (Default): Work from a business unit-approved office at least two (2) times per month (for roles below Director-level) or once per week (for Director-level roles and above).Exceptions:

o Member-facing and approved out-of-state roles remain remote.
o Employees living more than 50 miles from their assigned offices are expected to work with their managers on a plan for periodic office visits.
o For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.
  • On-Site: Work from a business unit-approved office an average of four (4) or more days a week.

Physical Requirements:
Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.
Please click here for further physical requirement detail.
Equal Employment Opportunity:
External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.

Nice-to-have skills

  • Tableau
  • Oakland, California

Work experience

  • Data Analyst
  • Business Analyst

Languages

  • English
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