Blue Cross and Blue Shield of LouisianaDirector Customer Experience (CX) Operations
Jun. 2020 Baton Rouge LouisianaBlue Cross and Blue Shield of Louisiana (BCBSLA) is dedicated to enhancing the health and well-being of Louisianians. The organization aims to be a statewide leader in providing affordable healthcare by focusing on improving quality, value, and customer experience. • Managed the development and governance of KM systems, integrating them into operational service systems to enhance service delivery. • Lead the evaluation and integration of Generative AI technologies and predictive complaint models, driving efficiency and customer satisfaction. • Manage and mentor the Knowledge Management professionals, fostering a collaborative environment across functional areas. • Manage and mentor the CX analytics team and share pertinent information with the business • Champion change management initiatives, ensuring smooth adoption of new technologies and alignment with organizational goals. • Collaborate with executive leadership to leverage data analytics for actionable insights across customer interaction touchpoints.
• Managed cross-functional teams to enhance service operations technologies, including CRM and Omni-channel platforms. • Conducted quantitative analyses of customer data to inform product and service enhancements, driving targeted strategies. • Established customer feedback mechanisms, ensuring comprehensive insights for continuous improvement