Sr. Consumer Experience Strategist

We’re looking for a strategic, curious CX practitioner who wants to help elevate the impact of Customer Experience across BlueCross by partnering with teams and grounding decisions in what members actually experience.

This role is influence driven and highly collaborative—you’ll work across the organization to synthesize research, data, and feedback into clear insights, recommendations, and customerjourney maps thathelp teams align, prioritize, and take action on important business decisions.

Success here requires learning agility, comfort navigating ambiguity, and the ability to communicate a point of view with empathy and clarity, including sharing work in progress and thoughtfully pushing for what members need. You’ll also be expected to use generative AI as a practical force multiplier—experimenting, bringing ideas forward, and helping elevate both the speed and quality of work across the CX team.

If you’re excited to shape meaningful customer experiences and grow with a forward‑thinking organization, we encourage you to apply.

Job Duties & Responsibilities

• Leads end-to-end customer-focused initiatives across organization based on deep understanding of consumer needs.
• Co-creates and implements design concepts.
• Drives an iterative approach to experience design to identify user needs, prototype solutions, test ideas, and refine designs with data and customer feedback natively integrated into process.
• Defines new product, service and experience value propositions that are desirable for people, viable for the business and technically feasible. Builds business cases around ideas as a way to qualify their commercial potential.
• Utilizes project management tools, methods and best practices to scope and assemble project plans that aligns the project with expectations of leadership and stakeholders.

Job Qualifications

Education

• Bachelor’s Degree in Communications, Marketing, or a related field or equivalent, relevant work experience required.

Experience

• 5 years of experience with strategy consulting, service, marketing, customer experience, customer research, product/call center operations, or related consumer-focused function required.

Skills/Certifications

• Proven decision making and problem solving skills
• Ability to translate qualitative, quantitative, and secondary research into insights and strategies
• Excellent oral and written communication skills
• Accuracy and attention to detail
• Effective presentation skills
• Ability to manage multiple projects and priorities
• Ability to work independently under general supervision and collaboratively as part of a team in a fast paced environment

Number of Openings Available

1

Worker Type:

Employee

Company:

BCBST BlueCross BlueShield of Tennessee, Inc.

Applying for this job indicates your acknowledgement and understanding of the following statements:

BCBST will recruit, hire, train and promote individuals in all job classifications without regard to race, religion, color, age, sex, national origin,citizenship, pregnancy, veteran status, sexual orientation, physical or mental disability, gender identity, or any other characteristic protected by applicable law.

Further information regarding BCBST’s EEO Policies/Notices may be found by reviewing the following page:

BCBST’s EEO Policies/Notices (https://www.bcbst.com/docs/equal-employment-opportunity.pdf)

BlueCross BlueShield of Tennessee is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at BlueCross BlueShield of Tennessee via-email, the Internet or any other method without a valid, written Direct Placement Agreement in place for this position from BlueCross BlueShield of Tennessee HR/Talent Acquisition will not be considered. No fee will be paid in the event the applicant is hired by BlueCross BlueShield of Tennessee as a result of the referral or through other means.

As Tennessee’s largest health benefit plan company, we’ve been helping Tennesseans find their own unique paths to good health since 1945. More than that, we’re your neighbors and friends — fellow Tennesseans with deep roots of caring tradition, a focused approach to physical, financial and community good health for today, and a bright outlook for an even healthier tomorrow.

At BCBST, we empower our employees to thrive both independently and collaboratively, creating a collective impact on the lives of our members. We seek talented individuals who excel in a team environment, share responsibility, and embrace accountability.

We’re also seeking candidates who are proficient in the Microsoft Office suite, including Microsoft Teams, organized, and capable of managing multiple assignments or projects simultaneously. Additional, strong interpersonal abilities along with strong oral and written communication skills are important across all roles at BCBST.

We foster a culture where innovation is encouraged. That includes using AI enabled tools responsibly to support everyday work — guided by proven workflows, templates, and policies. As roles become more advanced, we expect employees to leverage AI more broadly to transform how we serve members.

BCBST is a remote-first organization with many employees working primarily from their homes. Each position within the company is classified as either fully remote, partially remote, or office based.

BCBST hires employees for remote positions from across the U.S. with the exception of the following states: California, Massachusetts, New Hampshire, New Jersey, and New York. Applicants living in these states may move to an approved state prior to starting a position with BCBST at their own expense.If the position requires the individual to reside in Chattanooga, TN, they may be eligible for relocation assistance.