Blue Cross and Blue Shield of Minnesota · 7 hours ago
Principal CX Strategy & Insights Consultant - Commercial Markets
Eagan, MN
Full-time
Hybrid
Senior Level, Lead/Staff
$102K/yr - $174K/yr
7+ years expBlue Cross and Blue Shield of Minnesota is committed to transforming healthcare and is seeking a Principal Customer Experience (CX) Strategy & Insights Consultant to support their Commercial line of business. This role will act as a strategic bridge between various stakeholders to enhance business and customer experience strategies, utilizing insights to drive growth and improve member engagement.
Insurance
Responsibilities
Act as the liaison to Commercial Markets, helping partners navigate research, insights, analytics, experience design and member engagement subject matter expertise within the organization
Develop and influence strategic learning priorities for Commercial Markets. Lead collaboration with research and insights team to execute complex research initiatives. Assemble and integrate enterprise-level, fact-based strategic recommendations to leadership
Anticipate and interpret industry trends, gather market intelligence, and solicit qualitative and quantitative customer feedback from external and internal sources to inform strategic decisions
Set priorities for research and insights work based on business needs and opportunities
Identify insights and actions that could drive growth and/or retention or mitigate potential CX risks to the business
Guide business units in leveraging existing CX insights to prioritize high-impact improvements and strategic investments that drive differentiation. Proactively identify business opportunities by uncovering unmet customer needs, leveraging emerging trends, understanding the competitive landscape, and staying current on strategic/operational priorities
Translate CX measurement program findings (e.g., NPS, Ease, OSAT, qualitative studies) into executive-ready narratives, dashboards, and action plans
Lead cross-functional alignment by partnering with analytics, research, and UX to triangulate quantitative data, behavioral signals, and ethnographic insights, producing evidence-based recommendations that tie to specific KPIs (NPS, Ease, OSAT, Retention)
Drive organizational change management by coaching cross-functional leaders, aligning on success criteria, and tracking impact beyond survey scores to business outcomes
Qualification
Required
7+ years in a customer-experience-related action planning role or related research and design, product, or innovation role
Hands-on experience with CX Measurement programs (NPS/OSAT/VOC) and experience measurement frameworks that connect CX to financial and operational KPIs
Ability to craft executive/board-ready presentations and narratives that synthesize insights into prioritized actions with clear ROI
Familiarity with CX technology ecosystems and data integration for unified CX reporting
Strong leadership skills with the ability to generate ideas, build common ground, and gain support from cross-functional partners
High School diploma and legal authorization to work in the U.S
Preferred
Bachelor's or Masters degree
Experience in a consumer insights function for a consumer-oriented organization in healthcare, health insurance, or another service industry
Experience working in B2B environments where stakeholders span influencers, decision makers, and the end customer
Exposure to CX governance and operating models, including executive steering, OKRs, and value tracking beyond survey scores
Proven ability to lead workshops that promote a customer-centric culture and drive accountability and adoption of process improvements
High level of maturity, flexibility, and adaptability, with the ability to thrive in ambiguous and evolving environments
Strong influencing skills, including the ability to anticipate and clearly articulate the impact of decisions to key business partners
Demonstrated success in leveraging data analysis to identify emerging issues, trends, and opportunities
Track record as an effective change agent, with the capability and willingness to facilitate change and address resistance constructively
Experience in the Commercial Healthcare industry
Benefits
Medical, dental, and vision insurance
Life insurance
401k
Paid Time Off (PTO)
Volunteer Paid Time Off (VPTO)
And more
Company
Blue Cross and Blue Shield of Minnesota
About Blue Cross Blue Cross and Blue Shield of Minnesota is a taxable, nonprofit organization with a mission to make a healthy difference in people’s lives.
1001-5000 employees
H1B Sponsorship
Blue Cross and Blue Shield of Minnesota has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (4)
2023 (6)
2022 (2)
2021 (3)
2020 (5)
Funding
Current Stage
Late StageLeadership Team
Carrie S. Lawrence
Executive Administrator to the President & CEO and Chief of Staff
Patsy Riley
Chief Goverment Officer and Senior Vice President and CEO, ClearStone Solutions
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