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Customer Success Advocate

Job Description

Looking for a chance to do meaningful work that touches millions? Come join the hardest working, nonprofit health plan in California and help us shape the future of health care. Blue Shield of California’s Mission is to ensure all Californians have access to high-quality care at an affordable price. Blue Shield is focused on improving health care delivery by working closely with providers and making it more accessible, affordable and customer-centric. Being a mission-driven organization means we do much more than serve our 4 million members: we were the first health plan in the nation to limit our annual net income to 2 percent of revenue and return the difference to our customers and the community, and since 2005 we have contributed more than $325 million to the Blue Shield of California Foundation to improve community health and end domestic violence. We also believe that a healthier California begins with our employees, so we provide them with resources to develop and maintain a healthy lifestyle through our award-winning wellness program, Wellvolution.

We're hiring smart thinkers and doers who want to work for a leader and innovator in the challenging, ever-changing healthcare space. Come and help us make health care better for everyone.

Job Requirements

This is an influencer and change agent position.  It requires breadth/depth of experience in end-user and customer relationship building and liaison between IT and business teams, and as a subject matter expert in user-centered design.  This senior position will have a history of delivering business value and meeting commitments, operating across a matrixed environment, and has a proven ability to communicate, to reach understanding, and gain commitment to act.  Focus on successful execution/delivery of outcomes, and track record for driving change are critical.
 
BSC recognizes that IT Services are crucial, strategic, organizational assets and therefore we must invest appropriate levels of resource into the support, delivery and management of these critical IT Services and the IT systems that underpin them. 
 
BSC IT is “on a journey” increasing maturity within its IT functions.  This Consultant position has responsibility within the IT Shared Services organization as a member of the Service Catalog and Process Design team in championing change across IT, leading by example to promote accountability, and understanding of service ownership and management best practices.
 
This Consultant position has a key role in contributing to, and influencing the future vision and direction of, Blue Shield of California’s service provision, in regard to customer experience, user interface, and successful delivery of IT and Business services.
 
Responsibilities
 
The Customer Success Advocate position has responsibility, on behalf of BSC IT and as part of the Service Catalog and Process Design team, for proactive analysis of existing operational services within the IT service portfolio.  He/she will provide recommendations for improvement and opportunity for automation to remove bottlenecks, manual interventions and activities that offer little or no value to the end-to-end processes supporting each service. The Senior Consultant will play the part of consumer or service fulfiller, and provide leadership in the design, redesign, and instrumentation of services/workflows for successful use in production.  This role supports the definition and design of KPI metrics to be used by service owners and managers to monitor their performance, and provides consultative guidance to influence the utilization of analytics dashboards to make decisions and take necessary actions for continual service improvements based on the data provided.  In addition to consulting and providing recommendations, this role will follow through and track outcomes in terms of Customer Success and user experience.
 
This role is part of the senior team that provides subject matter expertise on IT service management framework, and provides consultative guidance to service owners and managers to maximize process efficiencies and reduce operational costs for BSC IT.
 
The Customer Success Advocate establishes and maintains a close working relationship with peers across IT with a focus on collaborative and practical process design for the operational effectiveness of IT services.
 
Essential responsibilities include:
  • Lead, capture, and represent the Voice of the Customer as it relates to BSC employee and contingent workforce use of and access to IT and Business services, together with fulfillment teams’ and management access to decision support dashboards and reporting of leading and lagging indicators
  • Establish and lead forums, and ensure input into design and iterative prototyping, for user experience, accessibility, and modern interface for all levels and different types of audience
  • Working collaboratively, provide advice and guidance to service owners and managers across IT as Subject Matter Expert in IT Service Management and/or in Process and workflow design and (re-)engineering
  • Serve as a trusted advisor to IT service owners wishing to improve their ability to manage their performance and optimize their processes
  • Utilize deep understanding of Service Marketplace (ServiceNow) reporting and analytics functionality to design service dashboards to instrument and measure performance of IT-provided services
  • Support, identify best practice, and influences the methodology to assess performance regularly and consistently, with associated service and process improvements
  • Consult, lead complex data analysis, need assessments, and cost/benefit analysis to recommend proposed solutions to optimize processes and services, identify automation opportunities, and reduce operational expenses
  • Define recommendations for modification of existing services or service components
  • Consult, make recommendations to management, and drive operational maturity
  • Coach and mentor service owners to ensure they are actively accountable and responsible for the service they own and are committed to monitoring performance, maintaining configuration management data and continual service improvements
  • Lead continuous service improvement assessments and reviews for selective/assigned set of services
  • Establish guidelines for scope and frequency of IT service reviews
  • Support continuous monitoring and reporting of service performance
  • Develop, prepare and present analysis, reports and recommendations to IT service owners and other stakeholders
  • Communicate and champion recommendations to management
  • Prepare reports for senior management bodies as appropriate
  • Support ongoing alignment with Blue Shield CA and Care1st’s strategy and company objectives


Requirements
  • Generally requires 8 - 12 years of directly related professional experience and possesses deep technical abilities in one ore more primary products, programs, or technologies 
  • Proven and respected subject matter expertise and experience with IT service management, Lean/Six Sigma tools and methodologies, and process design
  • Track record of successful leadership in user centered design process, workshops, methodologies
  • Proven experience in defining metrics and KPIs for IT service performance monitoring
  • Experienced in, and able to formulate, the benefits of recommendations using data and subject matter expertise
  • Commitment to personal development and continuous learning – acquisition of subject matter knowledge in best practices for service management and process design
  • Strong computer and research skills
  • Strong critical thinking and analysis skills
  • Methodical and diligent with outstanding planning abilities
  • Good communication and presentation skills
  • BS/BA in related field
  • Certified Six Sigma Green Belt or Black Belt, and ITIL certification a plus – commitment to knowledge acquisition is required
 
Additionally, candidate must be able to:
  • Demonstrate personal commitment to change through actions and words, and mobilize others to support change through times of stress and uncertainty
  • Foster a team culture of continuous improvement, mentoring and learning, data driven decisions, and accountability for delivery of key metrics and deliverables
  • Breakdown raw information and undefined problems into specific, workable components that in-turn clearly identifies the issues at hand
  • Make logical conclusions, anticipates obstacles and considers different approaches that are relevant to the decision-making process
  • Improve organizational performance and competitive advantage through the application of original thinking to existing and emerging methods, processes, products and services
 

Job Snapshot

Employment Type Full-Time
Job Type Other
Education 4 Year Degree
Experience 8 to 12 years
Manages Others Not Specified
Industry Healthcare - Health Services
Required Travel Not Specified
Job ID 1800167
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Customer Success Advocate


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