The Customer Experience Solutions Specialist is responsible for supporting customer experience platforms, member engagement initiatives, solution adoption strategies, and cross-functional operational improvements. This role serves as a liaison between customer-facing teams, product owners, technology partners, and operational departments to ensure a seamless member and client experience. 

*This position can hybrid and/or fully remote.

Responsibilities

• Support administration and optimization of customer experience solutions and digital engagement platforms.
• Analyze member feedback, customer experience trends, and escalation patterns to identify improvement opportunities.
• Coordinate with vendors and internal stakeholders on system enhancements, integrations, and issue resolution.
• Participate in implementation and adoption activities for new products, services, and customer experience initiatives.
• Document workflows, business requirements, and operational procedures.
• Monitor solution performance and recommend process improvements.
• Partner with Customer Service, Claims, Provider Maintenance, Client Services, Informatics, and Technology teams to improve outcomes.
• Assist with reporting, metrics, voice-of-customer programs, and client-facing deliverables.
• Support strategic initiatives related to member experience, digital tools, and operational efficiency.

• Experience in health plan administration, customer service operations, benefits administration, healthcare operations, or customer experience management.
• Strong analytical, communication, and project coordination skills.
• Experience working with customer experience platforms, vendor solutions, and operational workflows.
• Proficiency with Microsoft 365 applications, reporting tools, and business process documentation.
• Ability to manage multiple projects and collaborate across departments.

Key Competencies

• Customer experience excellence
• Process improvement
• Vendor management
• Business analysis
• Project coordination
• Communication and stakeholder management
• Data-driven decision making

Benefits
After successfully completing a waiting period, eligible Full-time employees have access to our comprehensive benefits package, including:

• Fantastic medical, dental, and vision insurance*
• Twice annual employer HSA contributions, covering 50% of the HDHP plan’s annual deductible!
• Company provided Basic Life and AD&D
• Company paid Short-Term and Long-Term Disability**
• Flexible Spending Accounts*
• 401(k) Retirement Plan with up to a 6% employer-match** WOW! (100% fully vested after 3 years)
• 10+ paid holidays
• Fully Paid half day Summer Fridays
• Generous paid vacation and sick time
• Annual Paid Volunteer Day
• Annual Tuition Reimbursement
• Annual Health and Wellness Reimbursement
• Lots of fun company events

*60 day waiting period**90 day waiting period

Who We Are

As a trusted third-party administrator (TPA) specializing in self-funded benefit plans, Cobalt Benefits Group (CBG) is committed to helping employers find high-quality coverage at a cost they can afford. We administer self-funded insurance benefits through our four lines of business: EBPA, Blue Benefit Administrators of Massachusetts, CBA Blue,and Great Bay Administrators. With over 30 years of experience and a dedicated team of more than 300 employees, we work collaboratively to build customized self-funded health plans, manage claim payments and disputes, and administer other specialized programs such as FSAs, HSAs, COBRA, and retiree billing. Join us as we match employers across our region with the right solutions for their employee benefit needs. To learn more about working at CBG, visit https://www.cobaltbenefitsgroup.com/careers/.

Cobalt Benefits Group is an Equal Employment Opportunity employer.

Cobalt Benefits Group participates in E-Verify to confirm the employment eligibility of all new hires.