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Blue Cross Blue Shield of Massachusetts Customer Experience (CX) Platform Business Manager in Boston, Massachusetts

Ready to help us transform healthcare? Bring your true colors to blue.

This role is eligible for the following personas: eworker, mobile and resident.

Reporting to the Senior Director, CX Measurement & Insights, you will be the thread between CX and technology and other business partners to manage the roadmap, implementation, and internal success of the Medallia platform. First, you have a knack for working with leaders across functions to prioritize the launch of touchpoint measurement, features, and enhancements. You will do this by working with business partners to unearth key moments of truth for the consumer, defining touchpoint measurement for those moments, and launching those touchpoints. Second, you are CX’s Medallia product owner. You will work with technology to manage release timelines and successfully navigate potential barriers. You will drive the adoption of the CX platform by working with the Sr. Director CX M&I to develop and execute a holistic data democratization strategy. You will make future CX platform releases successful by delivering on the strategy that gets the right CX insights to the right person at the right time.

Senior Manager, CX Platform Business Manager


  • Lead the CX Platform strategy for Blue Cross Blue Shield of Massachusetts that results in widespread adoption across functions

  • Own the strategy for launching new touchpoint measure measurement in the CX platform

  • Create a two-way dialogue with key internal business leaders to understand their consumer priorities and distill them into prioritized touchpoint measurement

  • Fully document present state and future states of insights delivery

  • Formulate compelling stories about how insights can be used to facilitate project prioritization

  • Socialize current/future state of insights stories with business leaders for alignment

  • Lead the strategy for scaling Medallia to new functions within the organization

  • Empower teams to improve CX and drive ownership by delivering a cross-functional, multi-level CX dashboard strategy

  • Work with executive leaders, managers, and individual contributors to introduce role-based views of CX will help them take ownership in their role to improve CX

  • Distill needs into a multi-tier dashboard strategy that accounts for both quick-wins and longer-term endeavors.

  • Manage the train-the-trainer strategy for CX and lead the delivery of end-user training

  • Act as the Medallia product owner for the CX department

  • Be the first point of contact with regards to Medallia inquiries within the organization

  • Working in concert with IT, own delivery roadmaps and timelines for CX

  • Lead discovery and documentation of new use cases for all Medallia users in the enterprise

  • Partner with Technology to validate that the proposed solutions to your use cases are optimized to meet CX and business partners’ requirements

  • Lead the testing and validation of touchpoint, feature, and enhancement delivery

  • Analyzing CX metrics, such as CSAT data, NPS scores, transactional KPIs with ability to think analytically and partner closely with the CX PMO and the different business areas to use data to drive action and improvement.

Required qualifications

  • Proven track record as a product manager or like function managing Medallia or other CX platforms

  • Have a keen eye for uncovering key CX trends within Medallia and translating them into the “what now” for business partners

  • Can distill complex concepts into simple terms

  • Seasoned expert at using your executive influence for the betterment of CX

  • Expert at prioritizing measurement, features, and enhancements in roadmap delivery

  • with leaders to influence long-term technology roadmaps and other strategic activities

  • Proven track record in launching (or delivering analytics via) text analytics, Medallia speech, and other Medallia built-in functionality

  • Proven experience quantitatively prioritizing user portal enhancements using Medallia and other tools

  • Strong presentation skills, experience communicating and visualizing complex and abstract ideas and concepts, storytelling and presenting to executive-level stakeholders

Preferred Qualifications

  • Experience working in the healthcare vertical, ideally on the client-side

  • Is comfortable working in SAFe Agile environment

  • Agile / Scrum experience creating user stories and prioritizing a backlog

  • Experience working with Jira-driven workflows

  • Bachelor’s degree, 8 years of professional experience, and 5+ years of experience in a CX or Analytics team in a modern CX environment, or in a product management role.

Minimum Education Requirements:

High school degree or equivalent required unless otherwise noted above

LocationBostonTime TypeFull time

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. We provide a flexible hybrid work model in which roles are designated as resident (on site 4-5 days/week), mobile (on site 1-3 days/week), or eworker (on site 0-3 days/month).

Blue Cross Blue Shield of Massachusetts, has a COVID-19 vaccination requirement for building entry. Your offer of employment is dependent upon either being fully vaccinated for COVID-19 or an accommodation based on a disability or sincerely held religious belief, practice, or observance by submitting a request to Human Resources.