Job Description

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

#LI-AD3

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.

ABOUT THE TEAM
About Blue Shield of California

As of January 2025, Blue Shield of California became a subsidiary of Ascendiun. Ascendiun is a nonprofit corporate entity that is the parent to a family of organizations including Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan; Altais, a clinical services company; and Stellarus, a company designed to scale healthcare solutions. Together, these organizations are referred to as the Ascendiun Family of Companies.

At Blue Shield of California, our mission is to create a healthcare system worthy of our family and friends and sustainably affordable. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.

To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.

Blue Shield is a U.S. News Best Company to work for, a Deloitte U.S. Best Managed Company and a Top 100 Inspiring Workplace. We were recognized by Fair360 as a Top Regional Company, and one of the 50 most community-minded companies in the United States by Points of Light. Here at Blue Shield, we strive to make a positive change across our industry and communities – join us!

Our Values:

• Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short.
• Human. We strive to listen and communicate effectively, showing empathy by understanding others' perspectives.
• Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.

Our Workplace Model

We believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility - providing clear expectations while respecting the diverse needs of our workforce. Our workplace model is designed around intentional in-person interaction, collaboration, connection, creativity and flexibility:

• For most teams, this means coming into the office two days per week.

• Employees living more than 50 miles from an office location, out of state employees, and employees in certain member-facing roles should work with their manager to determine in-office time based on business need.

• For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.

The Company reserves the right to require more presence in the office based on business needs, and requirements are subject to change with periodic reviews.

Physical Requirements:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

Equal Employment Opportunity:

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.

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