Principal Journey Experience Owner

E-Verify Program

Principal Journey Experience Owner at Blue Cross NC managing the experience lifecycle from conception to implementation. Leading complex projects and process transformation for improved service outcomes.

Posted 7/1/2026full-timeDurham • Kentucky, Louisiana, Mississippi, South Carolina • 🇺🇸 United StatesLead💰 $118,691 - $189,906 per yearWebsite

About the role

Key responsibilities & impact

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.
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.
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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Process ArchitectureValue Stream ManagementExperience Journey MappingCurrent-State Process AnalysisMetrics IdentificationProcess Improvement MethodologiesDocumentation StandardsControl PlansHuman Centered DesignValue Assessment Methodologies

Soft Skills

Team LeadershipCoachingKnowledge SharingCommunicationProblem Solving

Certifications

Lean Six Sigma Green BeltLean Six Sigma Black Belt