Raquel MacArthy

About Raquel MacArthy

I’m a Customer Experience, Operations, and Product Leader with 20+ years of transforming service organizations through data-driven strategy, scalable technology, and operational excellence. I specialize in enterprise experience management, contact center optimization, digital transformation, and leading cross-functional teams to deliver measurable results.As Principal Product Owner, Customer Experience at Blue Cross NC, I oversee enterprise strategy and delivery for the Qualtrics XM platform—turning customer insights into action, improving member experience, and enabling smarter decisions across the business.Throughout my career, I’ve modernized complex customer-facing operations and delivered meaningful improvements in efficiency, cost, and satisfaction:Customer Experience & VoC Leadership• Led global NPS programs and closed-loop feedback, sustaining 70+ NPS within three months.• Implemented after-call and real-time VoC programs for agents, increasing visibility and actionability.Operational Excellence & Process Optimization• Directed multi-channel service operations (call center, email, chat, retail, returns).• Reduced email backlog from 5–7 days to near real-time, consistently exceeding SLAs.• Overhauled returns operations, eliminating backlogs and enabling same-day processing.Technology Modernization & Cost Savings• Delivered an integrated enterprise telephony system, reducing annual costs by 20%.• Launched internal tools, automation for quality programs, and performance management platforms.Leadership, Strategy & Business Impact• Managed dual-site call center operations at JPMorgan Chase with a $70M budget and 100K+ monthly calls.• Increased back-office production by 40% through FCR-focused initiatives.• Built 2–5 year CX and operations strategies aligned to corporate goals.• Developed staffing models and reliable reporting for 20+ quality programs.I’m passionate about solving complex problems, elevating customer experiences, empowering teams, and building scalable solutions that create long-term value. Always open to connecting on CX strategy, product ownership, and operational transformation.

Experience

1. Principal Product Owner, Customer Experience

   Blue Cross NC

   Mar 2023 — Present · NC, US

   Responsible for strategic oversight and tactical execution of Qualtrics XM platform for the enterprise.

Skills

• Contact Centers
• Call Centers
• Strategy
• Vendor Management
• Budgeting
• Leadership
• Business Process Improvement
• Vendor Relations
• Budgets
• Performance Management
• Call Center
• Process Improvement
• Outsourcing
• Team Building
• Customer Experience
• Strategic Planning
• Cross-Functional Team Leadership
• Software Documentation
• Training
• Customer Satisfaction