Paul N. Long

Chief Experience Officer Senior Vice President Member and Provider Services @Blue Cross Blue Shield of Massachusetts

Boston, MA, US

Vital member of the Senior Leadership team responsible for complete oversight of Customer Experience and Member & Provider Service operations. Represents the voice of BCBSMA’s constituents to stakeholders to drive understanding, feedback and actions resulting in an unparalleled brand experience. Drives the transition to a customer mindset in end-to-end processes and delivery. Champions customer experience as a core component of the digital transformation. Defines the experience strategy and constituent journeys, and collaborates with enterprise leadership to implement an envisioned experience consistent with a modern consumer service experience. Drives employee understanding and integration of the brand experience into the work culture through education, policies, practices, and feedback. Establishes the strategic direction and complete oversight of all Member and Provider and Federal Service functions performed within BCBSMA, including oversight of the Federal Employee Program. The Responsible for the continuum of support functions including Appeals and Grievance, Strategy and Operations (including training, workforce planning and analytics) and Member and Provider Communications. Drives the corporate review of innovative strategies and sourced opportunities that significantly enhance our Member and Provider constituent experience.

University of St. Thomas - Opus College of Business

Master of Business Administration - MBA, Management, Marketing & Finance

Edina Senior High School

Diploma, Regular/General High School/Secondary Diploma Program

Macquarie University

Study Abroad, Business Study Abroad

Drake University

Bachelor of Science - BS, Advertising/Public Relations, Emphasis on Marketing & Music