Leslie Rinehimer Email and Phone Number

My passion is finding and fixing broken customer experiences.As a Senior CX Leader at Premera Blue Cross, I lead a team dedicated to measuring and enhancing the member experience throughout the entire journey. We identify key satisfaction drivers and deliver actionable insights to business partners and executives across the enterprise. I directed the development of a closed-loop feedback system (PremeraACTS), ensuring that we not only listen to member feedback but also act on it. This approach enables us to quickly address individual issues and spotlight systemic problems that require prioritization.I recently discovered the transformative power of effective data visualization. I’m passionate about using compelling visuals to bring insights and findings to life, and I am actively sharing these best practices across my organization to drive better decision-making and results.Additional Highlights and Qualifications:• 10+ years of health insurance experience: Leading business and IT teams to identify pain points, prioritize important initiatives, and enhance experiences for both members and providers• 10+ years of team leadership: Successfully building, leading, and coaching direct and cross-functional teams to achieve outstanding results• 5+ years of management consulting experience: Providing strategic guidance across healthcare, utilities, and telecom industries• Masterful driver and collaborator: Effectively working across the enterprise to drive initiatives forward• Exceptional communication skills: Conveying complex concepts clearly and persuasively• Developer of people: Committed to nurturing and growing talent• Expertise in: Customer Experience, Voice of the Customer, Data Visualization, Market Research, and Competitive Market Analysis