BCBST is hiring a Director, AI Member Engagement Platforms

In this role, you’ll

As a leader within the Strategic Communications Division, you will lead the strategy, roadmap, and execution of BCBST's AI-powered member engagement platforms, including virtual assistants across chat, voice, and emerging digital channels. You will partner closely with communications, marketing, customer experience, business, and technology leaders to identify high-impact opportunities, implement innovative AI capabilities, and embed intelligent assistants into critical member communication and service journeys. You'll establish operational frameworks and governance standards that ensure scalable, secure, and compliant AI experiences while continuously optimizing performance through analytics, user insights, and emerging technology advancements.

Success in this role means

Successfully establishing AI-powered member engagement capabilities that enhance personalization, improve service quality, and strengthen how BCBST communicates with and supports members. Within your first year, you will have advanced BCBST's conversational AI strategy, driven enterprise adoption of generative AI solutions, delivered measurable improvements in member satisfaction and containment rates, and built a sustainable framework for future AI innovation. Your leadership will help position BCBST as a leader in AI-enabled member engagement while ensuring responsible, compliant, and impactful use of emerging technologies.

Note

• This is a remote role with occasional travel within Tennessee, including BCBST's headquarters in Chattanooga.
• Sponsorship is not available for this role.
• This position is part of BCBST's Strategic Communications Division and supports the organization's efforts to transform member engagement, communications, and service experiences through innovative AI-powered solutions.

Job Responsibilities

• Define and lead the enterprise strategy for AI-powered virtual assistants across chat, voice, and future interaction channels
• Own the product roadmap, prioritization, and delivery of AI assistant capabilities aligned to business and member needs
• Establish a scalable operating model for conversational AI, including intake, design, release management, and performance monitoring
• Drive adoption of generative AI capabilities to enhance personalization, automation, and interaction quality
• Partner with Engineering and platform teams to select, implement, and evolve AI technologies and integrations
• Collaborate with business leaders and SMEs to identify high-value use cases and embed AI assistants into core member journeys
• Define and track success metrics, including containment, resolution, satisfaction, and operational efficiency
• Ensure governance across AI interactions, including accuracy, safety, compliance, and brand alignment
• Partner with Brand, Customer Support, and lines of business to ensure AI-driven member interactions are accurate, compliant, and aligned with brand voice and experience standards
• Lead cross-functional teams spanning product, design, conversation design, and analytics
• Establish standards, guardrails, and best practices for conversational experiences and generative AI usage
• Continuously analyze performance data and user behavior to identify opportunities for optimization and scale

Job Qualifications

Education

• Bachelor’s Degree in Business, Technology, Computer Science, Design, or related field. Equivalent experience is defined as 4 years of professional work experience in a corporate environment.

Experience

• 8 years - Experience leading customer service or digital product functions, with a strong track record of advancing digital capabilities, automation, and technology-driven experiences
• 3 years - Leading AI, conversational AI, or customer interaction platforms (chatbots, voice assistants, or similar)
• Experience owning product strategy, roadmaps, and execution in a cross-functional environment
• Experience working with AI/ML technologies, including generative AI and conversational platforms
• Experience driving enterprise adoption of digital capabilities with measurable business outcomes
• Experience leading teams and influencing senior stakeholders
• Experience in healthcare payer operations or digital member service environments is strongly preferred
• Proven experience leveraging generative AI to improve customer support outcomes, including automation, containment, or experience quality, is highly preferred

Skills / Certifications

• Strong product leadership skills with the ability to translate strategy into execution
• Deep understanding of conversational AI, generative AI, and digital interaction models
• Ability to balance innovation with governance, risk management, and compliance requirements
• Strong analytical mindset with experience using performance data to drive decisions
• Excellent communication skills with the ability to simplify complex concepts for executive audiences
• Strong collaboration and leadership skills across technical and business teams
• Familiarity with Agile product delivery and modern digital platforms

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