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Blue Cross Blue Shield of Massachusetts CX Planning & Communication 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, ResidentThe Manager, CX Planning & Communication, supports the Consumer Experience team with CX governance and strategy and in creating a more consumer-centric culture. Together with the Director, CX Operations & Planning, this individual will help develop senior leader CX presentations for the Chief Consumer Officer to communicate to the Executive Management team and/or the BCBSMA Board of Directors. This individual will help with enterprise wide CX communications and training programs that drive organizational awareness and education about CX as a discipline as well as CX initiatives, research, and results. This role also supports CX governance, CX strategy and roadmap development, and business planning. This role is critical to sustaining the ongoing support of executive leadership by providing clear, compelling content, and assisting with day-to-day execution of the CX vision. Manager, CX Planning & Communication

The Manager, CX Planning & Communication, supports the Consumer Experience team with CX governance and strategy and in creating a more consumer-centric culture. Together with the Director, CX Operations & Planning, this individual will help develop senior leader CX presentations for the Chief Consumer Officer to communicate to the Executive Management team and/or the BCBSMA Board of Directors. This individual will help with enterprise wide CX communications and training programs that drive organizational awareness and education about CX as a discipline as well as CX initiatives, research, and results. This role also supports CX governance, CX strategy and roadmap development, and business planning. This role is critical to sustaining the ongoing support of executive leadership by providing clear, compelling content, and assisting with day-to-day execution of the CX vision.

Responsibilities:

  • Take complex CX concepts and communicate them in an easy-to-understand manner that highlights their connection to brand and business objectives

  • Build compelling stories and presentations that turn consumer insights into content tailored for diverse audiences (executives, leadership, associates, etc.)

  • Collaborate on high visibility executive-level reports and presentations to update senior leadership on cross-functional CX initiatives

  • Support the implementation of a multi-year customer-centric culture strategy, such as working cross-functionally to develop and support CX enterprise communications and CX eLearning trainings and offerings

  • Support development, execution, and tracking of overall CX strategy, goals, and roadmap

  • Launch and manage an internal, searchable CX document management system to store and share insights, project plans, and other relevant content with stakeholders across BCBSMA

  • Provide tactical support for Steering Committee meetings and other stakeholder-focused events

  • Assist with communications, meetings, and workshops for CX team.

Qualifications:

  • Superior written and verbal communication skills with the ability to shift style and format for different audience types (executives, leadership, associates, etc.)

  • Comfortable and confident interacting and collaborating with leaders across the organization

  • Ability to work cross-functionally within CX team and across other divisions

  • Experience and fluency with customer experience, specifically being able to craft a narrative out of research and insights

  • Flexible, adaptable, and an independent self-starter with the ability to multi-task and meet tight deadlines

  • High standards of professionalism, performance, attention to detail and commitment to excellence

  • Exceptional PowerPoint skills including both design and storytelling

  • Experience in the health care sector and health insurance more specifically

  • Strategic planning experience a plus

  • BS/BA degree or equivalent business experience recommended with a minimum 7 years’ experience in consulting, communications, or customer experience

  • MBA and experience in a CX practice at a Big 4 consulting firm preferred

Minimum Education Requirements:

High school degree or equivalent required

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 receiving an eworker exemption and/or accommodation based on a disability or sincerely held religious belief, practice, or observance by submitting a request to Human Resources.

Voted as the highest in member satisfaction among Massachusetts commercial health plans by JD Power , Blue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston. We have been a market leader for over 75 years, and are consistently ranked among the nation's best health plans. Our daily efforts are dedicated to effectively serving our 2.8 million members, and consistently offering security, stability, and peace of mind to both our members and associates.

Our Commitment to You

We are committed to investing in your development and providing the necessary resources to enable your success. We are dedicated to creating a refreshing and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path. We take pride in our diverse, community-centric, wellness-focused culture and believe every member of our team deserves to enjoy a positive work-life balance.

Blue Cross Blue Shield of Massachusetts is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.

Blue Cross Blue Shield of Massachusetts will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Blue Cross Blue Shield of Massachusetts's legal duty to furnish information.

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