Lead the strategy, optimization, and performance of Blue Cross Life’s digital customer experience leading up to the transactional application process
Serve as the connection between strategy, design, data, and execution, ensuring digital journeys are intuitive, on-brand, accessible, and built to drive growth
Define and measure success through analytics, experimentation, and user research, translating insights into clear, actionable improvements across the customer journey
Design scalable digital journeys, optimizing templates and components, and enabling campaigns, product launches, SEO, and cross-sell opportunities
Own and optimize the website experience—structure, templates, components, and design systems
Lead UX/UI research, experimentation, and journey analysis to identify friction, validate hypotheses, and prioritize improvements
Own the CRO insights and experimentation roadmap, partnering with vendors and internal teams to deliver measurable improvements
Support SEO, AIO, and GEO initiatives by integrating technical and content considerations into templates, UX decisions, and optimization efforts
Own the UX/UI agency relationship, including roadmap alignment, delivery oversight, prioritization, reviews, approvals, and accountability
Communicate progress, performance insights, risks, and outcomes to stakeholders and leadership.

Post-secondary education in Marketing, Communications, Design, Business, UX, or a related field
7–10 years of progressive experience in digital experience management, UX/UI, website optimization, CRO, or digital program leadership
Proven experience leading UX/UI programs, experimentation initiatives, or conversion optimization efforts
Experience managing agencies or external vendors with clear ownership of delivery and outcomes
Advanced proficiency with analytics and research tools such as GA4, Hotjar, user journey/pathing, and A/B testing platforms
Strong experience with modern CMS platforms (Webflow preferred) and scalable web templates or components
Deep understanding of UX/UI best practices, mobile-first design, accessibility (WCAG), and design systems
Proven ability to translate data into actionable insights that drive UX, conversion, and growth outcomes
Working knowledge of technical SEO and the ability to integrate SEO/AIO/GEO considerations into digital experiences
Strong cross-functional collaboration and communication skills, with the ability to influence at all levels
High ownership mindset with accountability for outcomes, not just deliverables
Structured, organized, and able to drive consistent execution against roadmaps
English required, Bilingual is considered an asset.

Digital Experience Manager

Key skills