Director Customer Experience

Director, Customer Experience

The Director, Customer Experience drives a customer-first culture and leads enterprise-wide initiatives to improve experiences for members, providers, brokers, decision-makers, and employees. Operating at the corporate level, the role aligns customer experience strategies across business units, serving as the source of truth for performance and impact. Partnering with cross-functional teams, the Director translates insights into actionable improvements that enhance service delivery, optimize customer journeys, and strengthen organizational growth.

This position is eligible to work onsite 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.

Why Join Us

• Make a Positive Impact: Your work will directly contribute to the health and well-being of Kansans.

• Family Comes First: Total rewards package that promotes the idea of family first for all employees.

• Dynamic Work Environment: Collaborate with a team of passionate and driven individuals.

• Trust: Work for one of the most trusted companies in Kansas.

• Flexibility: Options to work onsite or hybrid available.

Compensation

• Blue Cross and Blue Shield of Kansas offers excellent competitive compensation with the goal of retaining and growing talented team members. The compensation range for this role is a good faith estimate, it is estimated based on what a successful candidate might be paid. All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive wages that align with the individual's skills, education, experience, and training. The range may vary above or below the stated amounts.

What You'll Do

• Provide strategic leadership to a high-performing customer experience (CX) team, fostering collaboration, innovation, and measurable results.

• Integrate CX improvements, scalability, sustainability, and growth into enterprise-wide business strategies.

• Monitor and report on CX performance metrics, ensuring initiatives drive meaningful impact and align with company goals.

• Champion customer research methods (persona development, journey mapping, segmentation, user testing) to uncover pain points and opportunities.

• Leverage data, insights, and real-time feedback dashboards to optimize digital and non-digital customer experiences.

• Enhance key outcomes such as NPS, retention, conversion, and customer lifetime value through continuous journey and interface improvements.

• Collaborate cross-functionally (marketing, IT, product, operations, analytics) to align CX initiatives with digital transformation and branding efforts.

• Present actionable insights and recommendations to senior leadership, influencing strategy and customer engagement decisions.

• Manage CX resources, including staffing, recruitment, vendor relationships, budgets, and staff development.

• Drive innovation in research tools, ensuring compliance with corporate policies and cultivating a customer-first culture of integrity and progress.

What You Need

Knowledge/Skills/Abilities

• Deep understanding of customer behaviors, pain points, and needs, with a focus on delivering exceptional experiences.

• Strong strategic thinking and problem-solving skills to develop and execute strategies that align with business goals.

• Expertise in translating data insights into actionable strategies that improve experience and drive business results.

• Knowledge of UX/UI principles, usability testing, and customer journey mapping.

• Proven ability to lead, mentor, and develop high-performing teams in a collaborative and innovative culture.

• Experience in leading change initiatives and driving digital innovation, leveraging emerging technologies to enhance customer experiences.

• Ability to define and execute strategies that align with customer expectations and business objectives.

• Forward-thinking mindset that leverages new technologies and strategies to stay ahead of customer trends.

• Proven experience in leading cross-functional teams and working with senior leadership to drive company-wide change.

• Adaptability to pivot and innovate as customer needs, technologies, and business priorities evolve.

Education and Experience

• High school diploma or equivalent required. Bachelor's degree in Research, Communications, Human Centered Interaction, or a related field is preferred; Master's degree highly preferred.

• Minimum of eight years of healthcare experience leading teams in research, customer experience management, AND strategy required.

• Proven experience in leading cross-functional teams and driving large-scale customer experience initiatives, required.

• Proven experience in developing strong cross-division partnerships by enhanced communication, excellent decision quality, self-awareness and accountability, required.

• Expertise in user experience design, customer journey mapping, and customer insights analysis, required.

• Strong background in utilizing data analytics and performance metrics to optimize customer experience, required.

• Customer experience certifications are preferred.

Benefits & Perks

• Base pay is only one component of your competitive Total Rewards package

• Incentive pay program (EPIP)

• Health/Vision/Dental insurance

• 6 weeks paid parental leave for new mothers and fathers

• Fertility/Adoption assistance

• 2 weeks paid caregiver leave

• 5% 401(k) plan matching

• Tuition reimbursement

• Health & fitness benefits, discounts and resources

Our Commitment to Connection and Belonging

At Blue Cross and Blue Shield of Kansas, we are committed to fostering a culture of connection and belonging, where mutual respect is at the foundation of our workplace. We provide equal employment opportunities to all individuals, regardless of race, color, religion, belief, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military or veteran status, family or parental status, or any other characteristic protected by applicable law.

Blue Cross and Blue Shield of Kansas conducts pre-employment drug screening, criminal conviction check, employment verifications and education as part of a conditional offer of employment.