Director, Strategic Member Research and Insights

Reporting directly to the Vice President of Member Engagement and Advocacy, the Director of Strategic Member Research and Insights will be responsible for creating our member-focused 'insight engine': delivering rigorous, nuanced and actionable enterprise-wide research that will set the foundation for our evidence-based member engagement and experience strategy and drive the prioritization and improvement of key initiatives and activities across the business. By combining qualitative, quantitative and transactional data, with focused research initiatives, and by partnering deeply across the organization, this role is tasked with truly understanding our members - their needs, challenges, thoughts, feelings, what works for them and doesn't - to help BCBSMA deliver on its mission and drive business results.

This role will serve as the insights thought partner across the company, working closely with marketing, clinical, digital, sales, operations and service teams, among others, to ensure learnings are documentedand socialized consistently, and member needs are central to decision-making and prioritization.

Key responsibilities for the role:

• Design, manage, and continually refine a system-wide member insights research program-including surveys, advisory panels, complaints data, digital behavior, and service interactions-to capture a 360 view of the member experience and define a holistic set of strengths, challenges, and opportunities for the enterprise to rally around.

• Assemble and analyze multiple sources of member engagement data, often in close partnership with the CX measurement team in Performance Measurement Improvement (PMI). Data sources include our core business performance measures, Net Promoter Score and First Contact Resolution; reasons/root causes of member calls, chats, website searches; trends and root cause behind Appeals and Grievances; trends in engagement across our social media channels; among others; analysis to include sentiment and open text comments where available.

• Oversee and manage our long-standing brand health survey, in partnership with Marketing.

• Develop logic models that help the organization understand the causal pathways between member engagement interventions and their desired outcomes, as a means of clarifying business cases for investment, identifying leading indicators and lagging outcomes (e.g. new sales, retention, admin costs, medical costs), and enabling rapid test-and-learn evaluations whenever possible.
• Understand patterns of consumer behavior and meaningful member "segments" revealed by the results of behavioral 'nudges' or interventions, working in again partnership with the Performance Measurement and Improvement (PMI) team.

• Manage the portfolio of inbound strategic research requests and user/testing research, ensuring our limited resources are aligned with our overall strategy and delivering maximum value.

Education & Qualifications

• Master's degree in Economics, Public Policy, Health Care Policy/Management, Public Health/Epidemiology, Statistics, Program Evaluation, Psychology, or Sociology
• 10+ years of experience in applied health care research, including at least 5+ years of experience in a management position
• Deep understanding of patient experience and consumer experience literature and applied practice
• Deep understanding of health care payer operations including claims, utilization management, provider networks, member services, and regulatory reporting.
• Demonstrated expertise in program evaluation, qualitative research methods, mixed methods research

Personal Characteristics

• Strong interpersonal skills to build healthy, collaborative, and trusting relationships across the company.
• Exceptional skills in teamwork, collaboration, and ability to work effectively across diverse stakeholders
• Excellent communication and interpersonal skills
• Enterprise mindset and commitment to the company's mission and values
• "Player-coach" mindset - balancing strategic thinking with operational execution
• Solution-oriented and comfortable leading through ambiguity

High school degree or equivalent required unless otherwise noted above

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.

This job is also eligible for variable pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

WHY Blue Cross Blue Shield of MA?

We understand that theconfidence gapandimposter syndromecan prevent amazing candidates coming our way, so please don't hesitate to apply. We'd love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It's in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.

As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting ourCompany Culturepage. If this sounds like something you'd like to be a part of, we'd love to hear from you. You can also join ourTalent Communityto stay "in the know" on all things Blue.

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. For more information on how we work and support that work/life balance visit our "How We Work" Page.