Customer and Employee Experience Analyst

About the position

Join Blue Cross and Blue Shield of Kansas as a Customer & Employee Experience Analyst. In this role, you'll research and assess customer experiences, lead user testing, and guide the design and delivery of experiences. You'll map customer journeys, conduct interviews, and analyze trends to identify pain points and develop personas. Collaborating with the customer experience team and cross-divisional stakeholders, you'll use various research methods to represent customer needs and influence new features, services, and product enhancements. This position involves field research and occasional travel, sometimes outside of regular hours. Represent our brand in the community and champion our customer experience vision. This position is eligible to work onsite, remote or hybrid (9 or more days a month on site) in accordance with our Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment.

Responsibilities
• Research, explore, and recommend opportunities within the current customer experience to drive improvement initiatives
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• Contribute to the creation and maintenance of customer journey maps
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• Conduct user testing to help business areas make customer-centric and outside in decisions
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• Analyze and synthesize personas, customer journey maps, user research, market research, user testing, and other data sources to influence customer experiences
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• Partner with cross-functional colleagues and subject matter experts to evaluate products, processes, and services for optimal experience
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• Recommend protocols to maintain functionality and accessibility for all customer experiences
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• Partner with design team to run user research studies, including wireframing and prototyping
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• Partner with vendors and internal stakeholders to recruit participants for user research studies
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• Contribute to CX initiatives to drive change across the organization by acting as the voice of the customer

Requirements
• Bachelors in communication, psychology, experience design or related field
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• In lieu of bachelor's degree, at least five years of experience as a user experience researcher, user experience designer or similar role required
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• A valid driver's license is required
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• Experience conducting quantitative and qualitative research
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• Experience developing journey maps and personas
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• Experience conducting 1:1 interview and/or focus group discussions
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• Fluency in latest customer experience standards and human-centered design
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• Ability to manage work independently while promoting collaborative processes, driving consensus across organizational teams
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• Ability to present and defend decisions and recommendations to groups including senior stakeholders

Nice-to-haves

Benefits
• Total rewards package that promotes the idea of family first for all employees
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• Ongoing training and development programs
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• Paid vacation and sick leave with paid maternity and paternity available immediately upon hire
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• Flexible work options (onsite, hybrid, or remote)
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• Dynamic work environment with a collaborative team
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• Inclusive work environment fostering diversity and respect

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