Independence Blue Cross · 21 hours ago
Director Member Experience
Philadelphia, PA
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expIndependence Blue Cross is seeking a Director Member Experience to lead a team focused on creating a world-class member experience. This role involves directing the member portal/mobile app, driving strategic initiatives, and collaborating across functions to enhance member satisfaction.
Health CareHealth InsuranceInsuranceMedical
Responsibilities
Acts as chief product owner of the member portal/mobile app and champions agile delivery methodology
Establishes member portal scrum teams in collaboration with BTS leadership
Develops and drives member experience strategy in alignment with overall Independence organizational strategy and financial performance
Directs the creation of appropriate member experience KPIs and draws insights with clear implications for member portal/app performance or member journey improvements
Develops and champions multi-year roadmap/vision for member portal
Drives voice of the member program and collaborates with all divisions to ensure member centricity and an optimal journey when designing new capabilities and experiences
Commissions research to better understand the member and its ecosystem, what the member values and how to deliver a differentiated experience to the member
Partners with marketing team to drive customization and personalized messaging in the member portal and mobile app
Directs the development and maintenance of closed loop feedback processes to ensure timely resolution to member inquiries received through digital properties
Pilots new programs and tests new capabilities to improve member experience
Demonstrates thought leadership and drives a customer-first mindset
Creates compelling presentations and communication materials, and can present to all levels of the organization to gain buy-in
Acts as key business representative on large scale corporate projects to identify impacts, establish priorities, select vendors/solutions and establish implementation schedules
Manages direct reports. Coaches, develops and motivates team. Evaluates performance for growth opportunities and provides regular feedback. Proactively engages talent pipeline
Qualification
Required
Bachelor's degree in Marketing, Business Administration, or related field, or equivalent work experience
10+ years in technology, product management and other customer-focused roles with demonstrated experience managing staff
Strong understanding of Agile delivery process and working with scrum teams
Comfortable working in a matrixed organization
Proven strategic thinking skills
Knowledgeable in the areas of technology delivery, customer experience, marketing, research and analytics
Effective communication and interpersonal skills (managing diverse relationships, inspiring others, flexibility), energy/drive, and strategic skills (making complex decisions, dealing with ambiguity, etc.)
Excellent quantitative, analytical, and problem-solving skills
Ability to lead through influence and work with people across multiple disciplines to achieve results
Track record of driving results across multiple channels and initiatives
Ability to interpret and review results and provide optimization direction
Ability to prioritize work across the team to maximize effort towards initiatives that will drive the greatest impact for the business
Ability to find new ways to improve site effectiveness, understand the latest digital trends and a passion for innovation
The right person for this role will have a blend of consumer intuition, creativity, execution orientation, and the ability to think strategically to drive long-term success
Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app
Preferred
MBA preferred
Company
Independence Blue Cross
The leading health insurer in southeastern Pennsylvania. It is a sub-organization of Independence Blue Cross.
5001-10000 employees
H1B Sponsorship
Independence Blue Cross 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 (16)
2024 (2)
2023 (6)
2022 (2)
2021 (6)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Alexandra Jorgensen
Senior Vice President Human Resources
Joe Geist
SVP & Market President, National
Recent News
Home Health Care News
2026-01-14
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