Product Insights and Reporting, Consultant

Your Role

The Integrated Output Solutions (IOS) team is part of the broader Member Experience Transformation team and is responsible for managing the overall controls, requirements, features, prioritization, and sequencing for creating iterative value and/or enhancements to improve the way Blue Shield communicates with our customers. The Product Insights & Reporting, Consultant will report to the Sr. Manager, Product Management. In this role you will play a pivotal part in ensuring thousands of transactional output templates are adequately managed, fully compliant, the processes are streamlined, and budget commitments are achieved. Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Your Work

In This Role, You Will:

• Manage all requirements and processes across stakeholders (group implementation, sales, legal, mandates, compliance, brand, LOB leads, Comms Governance, I&B Operations, IOS) to ensure all ID cards are configured correctly. 
• Supports all ID card service enhancements, OE, AEP, Mandate, Workfront/Graphic Layer requests, and Transformational changes, including advising on transformational opportunities to build our future state
• Owns partnership with Communications Governance, Brand, Creative and Legal/Mandates/Compliance to ensure ID card change management consistency
• Facilitate Request Intake for IT-related ID card requests and Custom ID cards requests; drive stakeholder solutioning sessions, gather and document cost impacts and 
• Serve as lead liaison across stakeholder groups to align on vendor performance, including incidents and RCAs.  Manage day-to-day vendor commitments across stakeholders to ensure all SLAs are met, and any committed actions are closed timely.
• Create MBR/QBR material to highlight vendor outcomes, performance and support all invoicing and budget activities.
• Owns end-to-end reporting across systems, processes, vendors, and teams, to ensure health plan correspondences are delivered as required across the totality of the system, to meet/exceed all contractual and regulatory requirements
• Serve as product owner backup for all critical ID card functions, including executing changes in CDM
• Analyze ID card incidents and/or corrective actions to identify repeat/common impacts to ensure a holistic fix is deployed and no repeat incidents are realized.
• Drive UAT test planning and execution for ID card related projects

Your Knowledge and Experience

• Requires a bachelor’s degree or equivalent experience
• Requires at least 7 years of prior relevant experience
• Expertise in ID Card content and composition management with demonstrated end to end process knowledge, including I&B I&R, Custom card request rules, CDM, and LOS/Compliance rules by LOB and group
• Strong experience with transactional output governance and compliance to ensure consistent management of changes and adherence to regulatory requirements
• Proven track record to work cross-functionally with operations and technology teams
• Strong process optimization skills to enhance efficiency, accuracy and scalability
• Highly skilled in incident analysis, corrective action and resolution
• Excellent communication and stakeholder management skills
• Experience with agile methodologies and enterprise reporting systems 
• Experience with Smart Communications, Salesforce and Pega platforms preferred