Gratia Carver
VP, Chief Experience Officer @Blue Cross and Blue Shield of Kansas City
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WORK HISTORY
VP, Chief Experience Officer @Blue Cross and Blue Shield of Kansas City
Kansas City, MO, US
Leading customer experience strategy, measurement, insights into action, and customer-centric culture. Leading customer service teams in highly complex and regulated environment. Leading omnichannel approaches throughout customer touchpoints through co-creation, human-centered design, primary research and lean-six sigma process analysis and improvement.
EDUCATION
MidAmerica Nazarene University
Bachelor or Arts, Management
Webster University
Master of Arts, Business
SKILLS
ABOUT GRATIA CARVER
Customer Experience professional with a demonstrated history of practice development, culture evolution voice of customer insights into action strategies and maturing customer-centric approaches. Skilled in customer experience improvement, performance optimization, operations management, coaching, co-creation/collaboration, team building, and process improvement. Senior leadership responsibility for contact center strategy, operations, technology across the globe in highly complex and regulated industries. Strong business development professional with a Master of Arts in Business, Lean Six Sigma Black Belt and certification as a Customer Experience Professional.
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