Remote Sr Journey Experience Owner Job in United States Blue Cross NC

Who you are

• Bachelor's degree or advanced degree
• 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

Desirables

• Problem analysis
• Workload prioritization

What the job involves

• 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.
• 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.
• 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.
• 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.
• 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.