Job DescriptionDepartment SummaryMost transformation programs redesign the process and retrofit the experience. This role exists to make sure that never happens at BCBSM. This role is the experience discipline embedded inside our operational and AI transformation - ensuring that when we redesign how we work, we design it around the people it serves. This is the role for a leader who has spent their career bridging how organizations operate and how stakeholders actually experience that operation.
This role has enterprise-wide accountability for experience quality across Claims, Enrollment, Billing, Prior Authorization, Appeals, and Service - the full operational lifecycle of the member relationship. This role influences work owned by multiple functions, including Business Efficiency and Continuous Improvement, Digital Strategy and Automation, Operations, IT, Analytics, AI governance and stakeholder experience teams.- Serve as the embedded experience partner for enterprise process redesign by integrating the stakeholder experience layer directly into BECI-owned process maps and service blueprints.
- Bring forward friction points, moments that matter, member and stakeholder journeys, and experience measurement into the redesign process; translate stakeholder insights into actionable hypotheses for process and product teams.
- Co-develop experience standards that build lasting capability within process improvement practitioners.
- Identify and escalate experience risks prior to implementation, maintain cross-functional visibility into experience impacts across workstreams, and ensure that efficiency gains within individual initiatives do not degrade the broader end-to-end stakeholder experience.
- Lead experience quality and conversational design across AI and automation that is embedded in operational workflows, including automated communications, agent-assist tools, and autonomous process steps by defining behavioral guardrails, escalation triggers, and failure-state handling in partnership with digital product teams.
- Observe, document, and escalate experience risks across this portfolio through a structured inventory and defined handoff processes, and synthesize those findings into regular reporting for transformation leadership.
- Represent the stakeholder experience perspective in governance forums and cross-functional alignment sessions, ensuring material risks surface to decision-makers before they compound.
- Partner with Digital Strategy and Automation, Digital Product, and Product Team Enablement to embed experience practices, quality frameworks, and stakeholder validation methods into product team operating models.
- Provide operational process context to inform product decisions and ensure digital experiences align with underlying process capabilities.
- Support discovery, roadmap planning, and launch readiness to prevent misalignment between digital experiences and operational delivery.
QUALIFICATIONS- Bachelor's degree in business, health care administration, experience design, service design, human-centered design, information systems, organizational development, or a related field is required.
- Minimum of eight (8) years experience leading experience design, service design, customer experience strategy, operational transformation, or a closely related discipline, preferably in a regulated industry such as health care or financial services.
- Demonstrated experience working within or alongside process improvement, operational excellence, or business process management disciplines, including Lean Six Sigma environments.
- Deep knowledge of service blueprinting, journey architecture, stakeholder validation methods, and experience measurement.
- Strong understanding of artificial intelligence, automation, and conversational experience design, including the ability to translate human-centered principles into practical guardrails and standards.
- Proven ability to influence cross-functional teams and senior leaders without direct authority, and to operate effectively in complex, matrixed environments.
- Strong communication, facilitation, consulting, and change leadership skills required.
- Experience working with experience-related regulatory frameworks and measurement systems is preferred.
- Prior people leadership experience required.
