End-to-End Member Experience, Consultant

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, Consultant - Strategic Insights reports to the Senior Manager, Strategic Insights for End-to-End Member Experience. In this role, you will be the go-to resource for consumer survey data and insights for the organization by designing, analyzing and socializing member experience research. You’ll work collaboratively with external vendors and internal stakeholders to inform the optimization of end-to-end experiences of Blue Shield members and driving our Net Promoter Score (NPS) and Forrester program performance.

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Your Work

In this role, you will:

• Champion the member perspective by generating actionable insights that prioritize and refine the MX roadmap
• Synthesize complex data and concepts into easily understood stories and recommendations for senior leadership and cross-functional teams
• Navigate ambiguity through strategic thinking; identify critical short and long-term business opportunities that enable transformational change across the enterprise
• Develop concise and actionable insights reports highlighting only the critical information needed to guide strategic decisions
• Partner with internal teams to embed insights into journey mapping, experience design, service blueprinting, and action planning
• Own monthly, quarterly, and annual member experience reporting, building polished decks, easy-to-use dashboards, and sharing insights in presentations to internal teams and leaders across the organization
• Apply automation, statistical testing, and AI-driven approaches for efficient insight generation and decision support

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 insights and reporting, Voice-of-Customer programs (e.g., NPS, digital satisfaction, CAHPS, Forrester, etc.) and Market Research
• Requires proven track record of translating complex data into clear narratives with actionable insights and executive-level presentations
• Requires experience in customer experience program reporting, design, and roadmap development, in roles such as analyst, program manager, or adjacent
• Requires strong quantitative and analytical skills, with hands‑on experience using survey platforms (e.g., Press Ganey, Qualtrics), data visualization tools (Tableau, Power BI), and statistical software (e.g., R, Python, SQL, SAS, SPSS)
• Experience managing customer experience improvement projects from insights to building business cases to managing implementation (working with cross-functional teams), strongly preferred
• Experience with digital experience analytics and journey measurement tools (e.g., Customer Journey Analytics, Dynatrace) preferred
• Track record of quickly identifying trends in survey data and distinguishing signal from noise – even under tight deadlines
• Strong communicator and strategic thinker with the ability to present confidently to senior audiences

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Hybrid 

This role requires employees to be in-office based on our hybrid workplace model, balancing purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.