Customer Experience Analyst I-II

Blue Cross Blue Shield of Arizona - Phoenix, AZ3.8

Full-time
Our Customer Experience (CX) team is focused on aligning experiences with customer needs while innovating both the everyday moments and the ones that matter the most. In this role a CX Analyst will dr ive experience improvements and innovations throughout the organization through the use of VoC data, culture change, and project leadership. The ideal will bring a team-oriented, customer-centric mindset to identify opportunities and solve customer problems across all areas of the company. The CX Analyst must have an enthusiasm to learn new technologies and disciplines with an appreciation for high quality visual design, diving into customer insights, and translating insights into action.
LEVEL 1
Demonstrate the desired customer centric approach and use of the CX guiding principles throughout all work and interactions.
Analyze customer interaction data in order to provide insights on trends and changes in customer behavior.
Identify and execute on opportunities to improve the customer experience or increase customer engagement.
Intake, evaluate, prioritize, and implement new customer engagement workflows and campaigns in a marketing automation platform as requested by other departments.
Create and manage multiple reports and dashboards.
Work with teams throughout the organization to ensure the customer’s voice and customer feedback is central to decision making and communications.
Apply analytics and data driven insights to customer actions and feedback in order to identify trends and customer experience improvement opportunities.
Collaborate with other marketing functions, sales, finance, underwriting, actuary, IT, operations and other stakeholders in the organization to identify business requirements needed to apply CX principles and strategy.
Support the administration of and provide leadership to the Voice of the Customer Committee.
Establish and oversee the execution of a closed-loop feedback mechanism.
Support cross-functional projects to identify, prioritize, and execute on product and service innovations and improvements to better the customer experience, including creation of business cases and tracking of results.
Advocate on behalf of the customer during all business engagements to ensure a consistent and valuable experience for each customer.
Assist in the development and collection of business requirements for enterprise projects.
Identify and escalate gaps in the customer experience based upon qualitative and quantitative customer feedback and other research.
Partner with Marketing Communications to develop appropriate marketing and collateral related to Customer Experience improvements, ensuring that customers recognize and value BCBSAZs exceptional experience.
Work under general supervision of Sr. Analyst and/or Manager/Director.

LEVEL 2
Provide leadership and day-to-day input on the use of a Voice of the Customer platform.
Collaborate directly with business leaders across the company on corporate projects and initiatives to infuse customer centricity and the voice of the customer into existing processes and the creation of new processes.
Supports CX and Digital Products Director in the oversight of business activities related to the planning, oversight, and management of the tactical execution for all team initiatives.
Oversees any and all team reporting and ensures quality and accuracy.
Communicates and presents on a recurring basis team objectives, accomplishments, and strategy.
Offers guidance, coaching, and other necessary activities to help other team members improve their overall performance.
Work under intermittent supervision of department Manager/Director.

ALL LEVELS
Each progressive level includes the ability to perform the essential functions of any lower levels and mentor employees in those levels.
Perform all other duties as assigned.
The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.

Employment Requirements

REQUIRED QUALIFICATIONS
Required Work Experience
Level 1
Level 2

1 year
2 years
Analytics and quantitative measurement skills

2 years
Health insurance or health care industry experience
2 years
4 years
Marketing communications, data analysis, research (market and/or consumer), or customer experience feedback management
2 years
4 years
Working in a flexible team environment while leading cross-functional initiatives and/or projects

Required Education Bachelor's Degree in Economics, Marketing, Business, Communications, Public Health, or related field Required Licenses
N/A Required Certifications
N/A

PREFERRED QUALIFICATIONS
Preferred Work Experience
Level 1
Level 2

2 years
4 years
Analytics and quantitative measurement skills
2 years
4 years
Health insurance or health care industry experience
3 years
5 years
Marketing communications, data analysis, research (market and/or consumer), or customer experience feedback management
4 years
6 years
Working in a flexible team environment while leading cross-functional initiatives and/or projects
Preferred Education
Master's Degree in Economics, Marketing, Business, Communications, Public Health, or related field of study Preferred Licenses
N/A Preferred Certifications
N/A
REQUIRED COMPETENCIES Required Job Skills Excellent problem-solving and investigative skills Advanced Microsoft Office skills – Word and Excel Experience using a BI tool (e.g. Tableau) for reporting and managing dashboards Strong research and organizational skills. Exceptional organizational skills; Strong attention to detail Strong and effective written, verbal and presentation skills with the ability to collaborate with team members and business stakeholders at all levels of the organization. Understanding of descriptive and inferential statistics Required Professional Competencies Proven history of taking ideas, projects, or programs from inception to successful execution Demonstrated a customer-centric attitude Ability to cultivate and maintain productive working relationships with internal and external business partners Ability to analyze and interpret data, including customer feedback in order to make recommendations on appropriate actions in order to improve the customer experience Ability to identify analytical requirements for understanding shortfalls/excesses to appropriate plans, programs, initiatives and directives Ability to communicate orally and in writing in a clear and straightforward manner Ability to make decisions and solve problems while working under pressure Ability to work effectively as a change agent across organizational boundaries Ability to work extended hours as business demands Ability to work at a high level with minimal supervision Ability to manage multiple, simultaneous responsibilities Required Leadership Experience and Competencies Translate daily work into overall company goals and objectives Lead cross functional teams

PREFERRED COMPETENCIES
Preferred Job Skills Knowledge of the health insurance or healthcare industry Experience with marketing automation Experience with Web Trends or Google Analytics Experience with a CRM or business process management software Basic understanding of machine learning concepts Preferred Professional Competencies Create analysis of complex data for executive management Preferred Leadership Experience and Competencies Create Marketing discipline strategies to advance initiatives throughout organization