Principal Journey Experience Owner

Job Title

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 You'll 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

Bachelor's 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.

What You'll Get

• The opportunity to work at the cutting edge of health care delivery with a team that's deeply invested in the community
• Work-life balance, flexibility, and the autonomy to do great work
• Medical, dental, and vision coverage along with numerous health and wellness programs
• Parental leave and support plus adoption and surrogacy assistance
• Career development programs and tuition reimbursement for continued education
• 401k match including an annual company contribution

Where You'll Work

Our Hybrid Flex approach is built on presence with a purpose giving you flexibility to work remotely with intentional in-person connection that supports a workplace that's flexible, connected, and future focused.

In a Hybrid-Flex role, you'll work in the office at least two days a week for collaboration and connection. In a Remote Flex role, you'll work virtually, with a few in-office visits each year for meaningful moments 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 any states listed on this 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 needs. Our 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.

$118,691.00 - $189,906.00

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