Principal CX Strategy & Insights Consultant - Commercial Markets

The Impact You Will Have

Blue Cross and Blue Shield of Minnesota is hiring a Principal Customer Experience (CX) Strategy & Insights Consultant supporting our Commercial line of business. 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 by identifying and 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 generate VoC and 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 candidate has 7+ years of progressive CX experience. You will be highly proactive and self-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 strong strategic thinking in complex, multistakeholder environments, enabling you to elevate the member voice 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, 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.

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 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.