BlueCross BlueShield of North Carolina Manager, Digital Tools in Durham, North Carolina

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Job Description

Responsible for the ongoing oversight and optimization of Blue Cross NC’s digital programs, tools, and capabilities. Lead a team that monitors user behavior in the Blue Cross NC digital tool suite and identifies potential issues and opportunities for improvement. Provide strategic recommendations for new initiatives designed to increase user satisfaction and deliver business value. Accountable for regulatory compliance and adherence to online standards and guidelines. Works closely with all Digital Solutions and Digital Experience team members to set Web Office policy, Web standards and strategic direction.

  • Lead a team of Business Application Experts to identify and support implementations to resolve potential issues and capitalize on opportunities in the Blue Cross NC Digital Tool Suite

  • Provide direct reports with well-defined job expectations, ongoing performance feedback, accurate and timely performance appraisals, coaching/mentoring and/or training, if applicable

  • Measure Digital Tool Suite performance and identify key opportunities for improvement

  • Recommend new projects to continually enhance the user experience, better deliver against enterprise and divisional/departmental strategies, and address customer pain points

  • Build business cases and provide analytical support/insight for new initiatives

  • Identify relevant market, site and user research needs; initiate research requests as appropriate

  • Build strategic partnerships and relationships to provide deeper understanding of tool performance, member needs, member experience and member perception.

  • Monitor digital tool suite production performance; open problem tickets and project requests as appropriate

  • Ensure validation of IS and/or vendor provided technical solutions and/or identify alternatives to solve business problems

  • Provide actionable reporting to key business stakeholders on site analytics and user/market research data, identifying trends, issues and opportunities to better deliver against BCBSNC’s strategic goals and increase customer satisfaction

  • Assist business stakeholders with analysis and development of the Digital Tool Suite to ensure quality, cost effectiveness, regulatory requirements and mandates are met

  • Provide digital channel insights and education to stakeholders across the enterprise

  • Stay up-to-date on all regulatory issues and ensure that the Digital Tool Suite is in compliance

  • Ensure online standards and guidelines are kept up-to-date and are applied on all digital projects

Hiring Requirements

  • Bachelor’s degree

  • 8 years of progressive experience in the analysis, design and implementation of Web-based initiatives

  • 3 years leadership experience

Hiring Preferences

  • Experience with reporting related to applications (NCQA).

  • Software or Web Application Delivery experience is a plus

  • Experience presenting to internal and external audiences

  • Work experience demonstrates formal understanding, training or experience with user-centered design principles and the analysis of online behavior

  • Experience executing projects that require business and strategic input while also depending on technical resources for delivery

  • Demonstrated business impact analysis experience, such as providing ROI, business case documentation, or formal proposals

  • Must be able to work at both the strategic level (generating bold and innovative ideas for growth) and at the tactical level (analyzing data, solving problems)

  • Ability to blend creativity, problem-solving and technical skills for refining existing theories or developing new approaches to seize opportunities and sustain business success

  • Skill in conceptualizing creative solutions, documenting them and presenting/selling them to senior management

  • Strong knowledge and understanding of business needs with the ability to establish and maintain a high level of customer trust and confidence

  • Ability to quickly synthesize complex issues to drive effective decision making

  • Excellent communication skills at all levels of an organization (technical

  • Broad understanding of Web best practices, Web application design, and Web development processes

  • Knowledge of Web technologies and how they may be applied to meet user and business needs

  • Solid understanding of software development process, preferably in Web-based environment

  • Innate ability to grasp and apply user-centered design principles to business problems and initiatives


It's an exciting time to work at Blue Cross and Blue Shield of North Carolina. Health care is changing, and we're leading the way. We offer more than health insurance our customers can count on. We’re committed to better health and better health care − in our communities and beyond. Our employees bring energy and creativity to the workplace, and it shows in our innovative approach to improving the health and well-being of North Carolinians.

Our company is a not-for-profit with headquarters in Durham and major operations in Winston-Salem and Fayetteville. In all we employ more than 4,900 North Carolinians and serve more than 3.9 million customers.

Help us lead the charge for better health care by joining our award-winning team. Discover tremendous opportunities with us to do challenging and rewarding work. Opportunities that can lead you to a fulfilling career, work that can help others lead healthier, happier lives.