A Career of Your Calling

The Impact You Will Have 

Blue Cross and Blue Shield of Minnesota is hiring a Principal Customer Experience (CX) Strategy & Insights Consultant supporting our Commerciallineofbusiness. This critical role serves as a strategic bridge between P&L partners, Commercial Markets stakeholders, and the broader CX organization to ensure business and customer experience strategies move in lockstep. You will drive business and experience outcomes byidentifyingand prioritizing opportunities that align with our Member Needs strategy and differentiate our brand.You will anchor recommendations in Voice of Customer (VoC) insights, competitive market trends, and a deep understanding of what drives NPS, customer satisfaction, and customer ease for each line of business. While CX research partners generateVoCand competitive insights, this role synthesizes the findings, tells the story, and translates insights into clear, actionable strategies that improve trust, loyalty, retention, and revenue.

The ideal candidatehas 7+ years of progressive CX experience. You will behighly proactive andself-directed, comfortable operating without a defined playbook, and excited to help build and evolve how Blue Cross integrates CX insights into business strategy.You bring strongstrategicthinking in complex, multistakeholder environments, enabling you to elevate themembervoice and align customer experience priorities with broader business goals.This is a high-profile, internal consulting role that is focused on supporting growth, innovation, and the application of best-in-class solutions.

Your Responsibilities 

• Act as the liaison to Commercial Markets, helping partners navigate research, insights, analytics, experiencedesignand member engagement subject matterexpertisewithin 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, andsolicitqualitative and quantitative customer feedback from external and internal sources to inform strategic decisions.

• Set priorities for research andinsightswork based on business needs and opportunities.

• Identifyinsights and actions that could drive growth and/or retention or mitigate potential CX risks to the business.

• Guide business units inleveragingexisting CX insights to prioritize high-impact improvements and strategic investments that drive differentiation. Proactivelyidentifybusiness opportunities by uncovering unmet customer needs,leveragingemergingtrends, 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 onsuccess criteria, and tracking impact beyond survey scores to business outcomes.

Required Skills and Experience:

• 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 Skills and Experience 

• Bachelor’s orMastersdegree

• 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 promotea customer-centric culture and drive accountability and adoption of process improvements.

• High levelof maturity, flexibility, and adaptability, with the ability to thrive in ambiguous and evolving environments.

• Strong influencing skills, including the ability toanticipateand clearly articulate the impact of decisionstokey business partners.

• Demonstrated success inleveragingdata analysis toidentifyemerging issues, trends, and opportunities.

• Track recordas an effective change agent, with the capability and willingness tofacilitatechange and address resistance constructively.

• Experience in the Commercial Healthcare industry.