Sr. Director, Digital Employee Experience

Blue Shield of California is seeking a Sr. Director of Digital Employee Experience to lead the transformation of its digital ecosystem. This role focuses on embedding AI into employee and developer experiences, enhancing productivity, and ensuring high-quality service delivery across all digital touchpoints.

Responsibilities

• Champion the use of AI across all employee and developer touchpoints, including AI conversational agents, AI-assisted ticket resolution, and predictive support workflows.
• Drive the evolution of the developer workstation to include AI coding assistants, automated environment setup, and AI-driven productivity insights.
• Evaluate emerging AI technologies and bring forward the capabilities that most accelerate business value.
• Establish a clear roadmap for modern workplace technologies, including collaboration tools, endpoint experiences, and developer platforms.
• Build a shift-left support model powered by automation, self-healing capabilities, and intelligent LLM-based knowledge systems.
• Ensure a seamless, intuitive, and consistent experience across all digital touchpoints.
• Oversee planning, service delivery, operations, and financial performance for the organization.
• Ensure service levels are met through proactive monitoring, reliable operational processes, and rapid service restoration.
• Continuously evaluate and enhance usability, adoption, and satisfaction with core tools.
• Serve as a trusted advisor and expert consultant to business and engineering teams, helping translate needs into user-centric solutions.
• Work cross-functionally to design reusable patterns, integration frameworks, and scalable approaches to employee experience technologies.
• Use data and insights to anticipate support needs, identify trends, and implement improvements.
• Develop and maintain methodologies, processes, and best practices for delivering and supporting employee-facing services.
• Oversee asset management programs, ensuring licensing, procurement, and deployment practices maximize ROI.
• Ensure all digital experience systems align with compliance, security, and architectural standards.

Skills

• MS in Computer Science, IT, MIS, or equivalent experience
• 15+ years in IT, including 8+ years building and leading high-performing technical teams
• Demonstrated success as a technology evangelist, driving adoption of modern workplace, collaboration, and developer capabilities
• Deep experience with AI-enablement across employee support, digital workplace technologies, and/or developer ecosystems
• Significant experience with Office 365, cloud productivity suites, enterprise collaboration tools, and modern endpoint management
• Proven ability to lead change in a dynamic environment and translate emerging technologies into measurable business value
• Strong experience with process engineering, automation, tool consolidation, and operational excellence
• Thrives in fast-paced environments with prior experience in start-up culture, bringing adaptability and innovation to the team.
• Background in software product and services with a strong understanding of delivering customer-focused solutions.
• Hands-on understanding of desktop engineering, mobile device management, content/search platforms, and workflow technologies
• Experience implementing and maturing asset management programs to optimize spend and utilization
• Broad knowledge of system design, analysis, development, testing, and implementation
• Exceptional written and verbal communication skills with the ability to influence senior leaders and inspire teams

Company Overview

• Blue Shield of California is a health insurance service provider. It was founded in 1939, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.blueshieldca.com.

Company H1B Sponsorship

• Blue Shield of California has a track record of offering H1B sponsorships, with 1 in 2023, 41 in 2022, 20 in 2021, 31 in 2020. Please note that this does not guarantee sponsorship for this specific role.