Principal Journey Experience Owner
Job Location:
Durham, NC - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Job Description
Proactively manages and measures experience lifecycle from conception to implementation iteration and maintenance optimizing the outcome for the product/experience while prioritizing work and communicating with stakeholders to ensure delivery of experience expectations across all customer segments and channels.What Youll Do
Consult with senior leaders across the company on components of process transformation and value stream management aligning the focus of stakeholders towards a unified experience that serves members employees and business needs.
Lead business and journey owners through solving large complex and/or ambiguous business problems while connecting end to end processes together. Delivering an efficient and compliant end to end experience.
Manage and lead large complex and difficult projects using Six Sigma methodology or human centered design methodology anchored in the process architecture framework and experience journeys. This may include the project leadership of other process improvement professionals.
Provide informal team leadership including recommendations and reporting on sub-team workload and prioritization.
Ensure ongoing documentation and process certification and experience(s) which includes control plans understanding the tools used in the respective process or experience identification and measurement of metrics for success and adherence to applicable regulatory guidelines.
Leverage an understanding of the corporate strategy and business landscape to identify Business Process Management opportunities to link business objectives to process management strategy.
Define and implement process guardrails standards and design principles to guide process improvement and transformation efforts.
Lead current-state process analysis to assess performance identify pain points and uncover root causes of inefficiencies.
Provide strategic direction and structure for process redesign initiatives including decision criteria documentation standards and playbook frameworks.
Apply value assessment methodologies to evaluate quantify and communicate the business and experience impacts of prioritized initiatives.
Provide periodic training coaching and knowledge-sharing support to promote process excellence methodologies and foster a culture of continuous improvement across the organization.
What You Bring
Bachelors degree or advanced degree (where required)
8 years of experience in customer experience process or experience design
In lieu of degree 10 years of experience in related field
Lean Six Sigma Green Belt or higher certification required with Black Belt certification strongly preferred.
WhatYoullGet
The opportunity to work at thecutting edgeof health care delivery with a teamthatsdeeply invested in the community
Work-life balance flexibility and the autonomy to dogreat work
Medical dental and vision coverage along withnumeroushealth and wellness programs
Parental leave and support plus adoption and surrogacyassistance
Career development programs and tuition reimbursement for continued education
401k match including an annual company contribution
WhereYoullWork
Our Hybrid Flex approach is builton presencewith a purpose giving you flexibility to work remotely with intentional in-person connection that supports a workplacethatsflexible connected and future focused.
In a Hybrid-Flex roleyoullwork in the office at least two days a week for collaboration and a Remote Flex roleyoullwork virtually with a few in-office visits each year formeaningfulmoments that matter.
Whether your role is Hybrid Flex or Remote Flex depends on the nature of the work and distance from our Durham headquarters. We welcome candidates from outside the local area and in anystateslistedonthis job posting. Onsite expectations will be discussed during the interview process.
Salary Range
At Blue Cross NC we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training specialized skill sets licensure and certifications and other business and organizational base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus* 401(k) with employer match Paid Time Off (PTO) and competitive health benefits and wellness programs.
*Based on annual corporate goal achievement and individual performance.
Skills
Business Business Management Business Process Strategy Business Process Transformation Customer Journey Mapping Lean Six Sigma (LSS) Performance Management (PM) Process Improvements Process Management Quality Control (QC) Root Cause Analysis (RCA) Six Sigma Value Stream Management Value Stream Mapping (VSM) Waterfall Model
JOB ALERT FRAUD: We have become aware of scams from individuals organizations and internet sites claiming to represent Blue Cross and Blue Shield of North Carolina in recruitment activities in return for disclosing financial information. Our hiring process does not include text-based conversations or interviews and never requires payment or fees from job applicants. All our career opportunities are published on If you have already provided your personal information that you suspect is fraudulent activity please report it to your local authorities. Any fraudulent activity should be reported to: .
Required Experience:
Staff IC
About Company
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