Job Description

Proactively manages and measures the journey lifecycle as it relates to the experience lifecycle from conception to implementation, iteration, and maintenance, optimizing the outcome for the product/experience while prioritizing work and communicating with stakeholders to ensure delivery of experience expectations across all journey segments and channels.

What You'll Do:

• Research best business practices within and outside the organization to establish process time, quality and cost benchmarking data. Collaborate with business partners to improve processes across the customer journey with business process management design.

• Develop and recommend business practices and procedures that focus on the experience delivered through business process management with outcomes of improved quality, increased productivity and reduced cost, quality, compliance, experience, and increased productivity.

• Responsible for financial, regulatory, and operational risk mitigation management related to the journey including effective controls and prioritizing of closing any gaps or findings in support of the Experience owner.

• Determine how people and technology can support reengineering business processes with the Experience Owner partnership .

• Support the delivery of efficient and compliant end to end experiences for process excellence across the Enterprise through process management Lean Six Sigma efforts and change management.

• Lead enterprise level business process improvement work focusing on developing, identifying, analyzing and improving business processes including applying Lean Six Sigma process framework to improvement, and design, identify, analyze and improve business processes.

• Follow Lean Six Sigma process improvement methodology and toll gates to develop process guardrails and requirements, to include operational key performance indicators, process maps, customer experience, key risk indicators, realized value identification, and gap/problem analysis.

• Lead cross-functional teams to achieve outcomes and objectives in scalable ways related to the journey needs.

• Communicate and implement changes leveraging human centered design methodology with stakeholders to improve efficiency, workflow, and productivity to drive process improvement initiatives throughout the organization, often extending them to suppliers and customers.

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What You'll Bring (Hiring Requirements):

• Bachelor's degree or advanced degree (where required)

• 5+ years of experience in customer experience, process, or experience design

• In lieu of degree, 7+ years of experience in related field

• Lean Six Sigma Green Belt or advanced

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Salary Range

$84,000.00 - $152,200.00

About Us

It's an exciting time to work at Blue Cross and Blue Shield of North Carolina (Blue Cross NC). Health care is changing, and we're leading the way. We offer more than health insurance our customers can count on. We’re committed to better health and better health care − in our communities and beyond. Our employees bring energy and creativity to the workplace, and it shows in our innovative approach to improving the health and well-being of North Carolinians.

Blue Cross NC is a fully taxed, not-for-profit company headquartered in Durham, North Carolina. We serve more than 4.3 million members, and we employ more than 5,000 people across the country who are passionate about making health care better for all.

Help us lead the charge for better health care by joining our award-winning team. Discover tremendous opportunities with us to do challenging and rewarding work. Opportunities that can lead you to a fulfilling career, work that can help others lead healthier, happier lives.

Authorization to Work in the United States

We use E-verify to confirm authorization to work in the United States. To learn more about E-Verify, including your rights and responsibilities, please visit E-Verify Overview (https://www.e-verify.gov/employees/e-verify-overview) for English or Visión General de E-Verify (https://www.e-verify.gov/es/empleados/vision-general-de-e-verify) for Español.

For most roles, you can choose where to work - fully remote in one of the states listed below, in the office, or a hybrid of the two:

Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin, and Wyoming

Much more than a paycheck

The total value of working at Blue Cross NC goes far beyond your paycheck. We offer benefits and perks (https://careers.bluecrossnc.com/global/en/benefits) that help you thrive, such as competitive health benefits, bonus plans based on performance, 401(k) with employer match, paid time off (plus two well-being days), and a variety of career development and wellness programs.