Horizon Blue Cross Blue Shield of New Jersey · 3 hours ago
Customer Experience Specialist
Newark, NJ - Hybrid
Full-time
Hybrid
Senior Level
$98K/yr - $133K/yr
5+ years expHorizon Blue Cross Blue Shield of New Jersey empowers members to achieve their best health and is seeking a Customer Experience Specialist. This role is responsible for advocating and improving the customer experience by supporting priority initiatives, managing projects, and collaborating with cross-functional teams.
Health Care
Responsibilities
Work closely with the Voice of the Customer Team to become a subject matter expert on the CX Dashboards and metrics. Leverage insights from the dashboards to consult with business owners, disseminate results, and build action plans
Assist with planning the bi-weekly agenda of the Horizon BCBSNJ CX Council, including working with cross-functional partners to develop updates to the Council
Work with cross-functional teams that include internal Horizon BCBSNJ business owners and external agency partners to manage a portfolio of CX projects. Includes developing and managing detailed project plans, business cases, and budget
Create journey maps and pain point analyses to identify improvement opportunities
Support Horizon BCBSNJ employee engagement initiatives, including employee training efforts
Advocate for improving the customer experience within Horizon BCBSNJ
Qualification
Required
Minimum 5-7 years of total experience in management consulting, consumer marketing or related field
Minimum 1-2 year of experience in a customer experience, market research or process improvement role
Strong communication skills, both oral and written
Strong analytical skills, including ability to analyze data, draw conclusions, and make recommendations
Advanced Microsoft Office skills (Word, Excel, PowerPoint)
Customer Focus: Keeps customers/members as a top priority when making all business decisions. Develops a strong understanding of customer insights and advocates for solutions that improve the customer experience
Analytical and Strategic Thinking: Applies strategic thinking skills by developing solutions that incorporate both business objectives and consumer insights. Analyzes data and develops actionable conclusions and recommendations
Ownership & Detail Orientation: Takes on ownership and accountability of deliverables and delivers high quality results by developing a deep understanding of insights and cross-functional requirements
Cross-Functional Collaboration: Successfully drives results while operating in a matrix organizational structure and collaborating with multiple stakeholders. Successfully works with internal Horizon BCBSNJ business owners and external agency partners
Project Management: Possesses outstanding and demonstrated project management skills, including managing timelines and deliverables
Preferred
Bachelors degree from an accredited college or university in related field
Benefits
Comprehensive health benefits (Medical/Dental/Vision)
Retirement Plans
Generous PTO
Incentive Plans
Wellness Programs
Paid Volunteer Time Off
Tuition Reimbursement
Company
Horizon Blue Cross Blue Shield of New Jersey
Horizon Blue Cross Blue Shield of New Jersey is a company that provides health insurance products.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Gary St. Hilaire
President & Chief Executive Officer
Recent News
2026-01-06
2025-12-29
2025-12-25
Company data provided by crunchbase