Paul N. Long, Mba

Paul N. Long, Mba Email and Phone Number

Principal Consultant and Executive Advisor – Customer Experience and Operations Strategy @ Verte Opus
Saint Paul, MN, US
Paul N. Long, Mba's Location
Greater Minneapolis-St. Paul Area, United States, United States
Paul N. Long, Mba's Contact Details
About Paul N. Long, Mba

Creating Customer Experience Organizations™ that Foster Long-term Value and Growth in Business and PeopleA respected thought leader in Customer Experience Organizational Development and a pioneer of consumer loyalty programs that evolved into today’s customer experience paradigm and model for growth. Defines a Customer Experience Organization as one that is willing to transform through an outside-in approach across all functions and channels – across the organization – to prioritize the customer as the center of their growth and transformation strategies. Organizations must view products and services through an Experience Taxonomy where the experience is the product and a business imperative.Known for: INSPIRING, PEOPLE-FOCUSED LEADERSHIP that empowers growth in people and business♦ Builds high-performing leaders and teams through empowerment. Invests in people and creates scaled frameworks that give employees the permission and tools to proactively make a difference in the customer experience.♦ Trusted advisor and influencer sought out by executives to lead the strategy and transformation to a customer-focused, experience-driven organization through the lens of the people they serve: employees, partners, customers and consumers. ♦ Cultivates cultures of collaboration and engagement where people are heard, respected and valued for thinking differently in an environment of creativity, fun and innovation.AMPLIFYING THE CUSTOMER EXPERIENCE to transform organizations and drive growth♦ Amplifies the voice of the customer to be the center of the corporate agenda and helps everyone in the organization believe the experience IS the product, the differentiator, the distinct competitive advantage.♦ Believes that any corporate, digital, brand, or product transformation will succeed when the leaders fully embrace what the customer wants and deliver an exceptional experience at every single touch point.♦ Leads organizations to triangulate customer, product, and corporate strategy, creating a sustainable growth engine in any economy.INSPIRING VISIONARY & INNOVATIVE SOLUTIONS that transform businesses and products♦ Leverages a systems-thinking mindset to identify core business challenges and develop organizational solutions.♦ Respectfully challenges the status-quo and shifts mindsets to continuously anticipate problems and opportunities that impact the market, economic climate and ability to meet ever-changing demands of the consumer.♦ Prone to ask, “what if” and “why not” and encourage divergent thinking to get to truly innovative solutions.

Paul N. Long, Mba's Current Company Details
Verte Opus

Verte Opus

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Principal Consultant and Executive Advisor – Customer Experience and Operations Strategy
Saint Paul, MN, US
Paul N. Long, Mba Work Experience Details
  • Verte Opus
    Principal Consultant And Executive Advisor – Customer Experience And Operations Strategy
    Verte Opus
    Saint Paul, Mn, Us
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  • Gift Of Adoption Fund
    Board Member
    Gift Of Adoption Fund Nov 2024 - Present
    Northbrook, Il, Us
    Gift of Adoption Fund is a national charitable organization that inspires adoption by providing grants to qualified parents – giving children who need families a permanent home and a chance to thrive.
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  • Blue Cross Blue Shield Of Massachusetts
    Chief Experience Officer | Senior Vice President Member And Provider Services
    Blue Cross Blue Shield Of Massachusetts Jul 2023 - Present
    Boston, Ma, Us
    Led strategy, planning, delivery, and oversight of customer experience and member, account, and provider service operations. Represented the voice of BCBSMA’s constituents to drive understanding, feedback, and actions resulting in an enhanced experience. Managed $41M budget, 11 direct, and 1K+ indirect reports. Responsible for continuum of support functions including all contact centers, provider appeals, strategy and operations, member & provider communications, strategic insights, customer experience, and nudge unit. Piloted journey-based operating model and defined the experience strategy. Implemented and integrated a modern consumer service experience across the organization. Increased digital care navigation by 81% and improved Medicare HEDIS measures through behavioral nudges. Collaborated with enterprise technology to reduce digital-to-call interactions by 30% and increased first contact resolution (FCoR) across all channels. Scaled live chat, launched new mobile app, and improved web portal interactions.Hired 370 contact center representatives and reduced attrition by 38% through role definition, improved onboarding and training, and career pathing clarity. Reduced time to train by 47% and improved departmental eNPS by over 15 points, 20 points over enterprise average.Implemented contact center and operations AI strategy to improve FCoR and average handle time (AHT), while reducing provider appeals backlog by 85%.Led transition to a customer mindset in end-to-end delivery and championed customer experience as a core component of the enterprise digital transformation. Launched and scaled first ever program to hold over 200 executive leaders accountable to listen to consumer phone calls to engage the leaders in the business of customer experience.Responsible for the continuum of support functions including Appeals and Grievance, Strategy and Operations (including training, workforce planning and analytics), Member & Provider Communications.
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  • Premera Blue Cross
    Senior Vice President, Chief Customer Experience And Product Officer
    Premera Blue Cross Apr 2022 - Dec 2022
    Mountlake Terrace, Washington, Us
    Former Senior Vice President, Chief Customer Experience and Product Officer, Market Solutions, and Strategic Insights at Premera Blue Cross, an independent health plan licensee of the Blue Cross Blue Shield (BCBS) Association serving businesses and residents of Alaska and Washington State, and also owns Kinwell Clinics in Washington. Total revenues $2B. Total Clients 13K.Developed and implemented product strategy to establish a competitive advantage and ensured the product portfolio aligned with the enterprise strategy, delivering an integrated and cohesive end-to-end customer experience. Lead Strategic Initiatives for Health Plan Products & Market Solutions:• Built new revenue streams within the product portfolio with a target gross margin of over $8M in year one in self-funded businesses and large, fully insured businesses. Converted the Product Organization from a cost center to a profit center. • Simplified product portfolio from 12,000 plan types to 14; sunsetted low-performing plans and reduced customizations by 20% in year one to simplify the end-to-end experience.• Streamlined and simplified the presentation of 40 standalone healthcare point solution vendors creating a more seamless and simple end-to-end experience for members finding and getting the care they need.• Led the development of the Advocacy product for Microsoft (NYSE:MSFT), with plans to scale to other self-funded clients.Drove Key Customer Experience Strategic Initiatives: • Led the end-to-end digital transformation. Drove a new mindset and operating model across functional areas: Product, Experience, Operations, and IT, codifying the experience taxonomy and transformational best practices.• Established the Net Promoter System (NPS) enterprise-wide. Implemented NPS across Premera and Kinwell businesses for consumers, patients, and employers.• Built high-performing Customer Experience and Product teams committed to ensuring the “experience is the product Premera delivers.”
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  • Unitedhealth Group
    Vice President Enterprise Customer Experience
    Unitedhealth Group Jan 2015 - Mar 2022
    Us
    Vice President Customer Experience Officer, aligned customer experience efforts across the enterprise to transform UHG into a preeminent consumer organization. Scaled NPS and linked to business goals, tied to compensation, and associated strong NPS performance with positive economic factors such as customer retention, growth, and loyalty. Reported to Chief Marketing Officer.Led Customer Experience Team and Strategy• Led the Experience Team that implemented the NPS enterprise-wide. Grew NPS adoption from 10 lines of business 100+, and improved enterprise NPS by over 20 points by ensuring NPS influenced all decision-making. Established infrastructure, tools and process adoption, and established a “customer-first” mindset in all levels of the company. Coined phrase “NPS equals EPS” which was stated by the CEO on multiple earnings calls. • Led multiple cross-functional teams to implement closed-loop processes in Medicare & Retirement, Employer & Individual, UHC Network, and across Optum, Closing the loop with 100% of Detractors and identifying improvements and development of new products. Implemented and scaled technologies, infrastructure, processes, and measurement to achieve success.Drove Product, Digital, and Experience Transformation• Developed, implemented and scaled a new Product and Experience Transformation Framework and Organizational Design adopted enterprise-wide. Led cross-functional teams to establish the discipline in lines of business (Rx, Optum Care, Medicare & Retirement, Employer & Individual), accelerating digital adoption and demonstrating success of new organizational structures and Agile teams. decreased product time-to-market while maintaining best-in-class NPS.• Transformed the virtual care experience for Optum’s product line. Led development of end-to-end experience strategy to ensure patients can seamlessly move from virtual to in-person care. Identified technologies and care delivery organizations to execute the end-to-end experience.
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  • Unitedhealth Group
    Senior Director Member Experience
    Unitedhealth Group May 2012 - Dec 2014
    Us
    Led end-to-end Consumer Experience as Senior Director, Member Experience for UnitedHealthcare’s $113B Medicare & Retirement business, which offers a comprehensive set of products, supporting coverage and care needs across many populations, including Medicare Advantage, Medicare Part D, Medicare Supplement, and Retiree services.Developed and scaled high profile initiatives to improve the consumer experience, CAHPS, and Star ratings to increase YoY revenue, member acquisition and retention, market share, and brand positioning. Efforts resulted in 5-Star rated plans, 200% increase in membership and 155% increase in revenue (#1 market share) and #1 Brand Identity.• Reimagined the Medicare Call Center Experience to achieve a 5-Star rating in UHC plans nationwide. Restructured Call Centers to be co-located and focused on states/regions/plans to develop more familiarity between advocates and members. Inspired call center staff to provide Medicare Members all the help and information they needed and invested in longer Average Handle Time (AHT0) to achieve results. • Aligned organization around a spirit of empowerment, authorizing call center advocates to assist members to schedule preventive exams with their doctors, improving HEDIS and CAHPS scores and achieving 5-Star rated plans.• Established the National Experience Center (NEC), focused on reducing Complaints to Medicare (CTMs); Leveraged AI technology to route members based on likelihood to complain based on multiple factors. Create the "Get to Yes" team to make quick decisions for members, reducing CTMs by 70%.• Led cross-functional team to develop and launch a New Member Onboarding strategy including The Enrollment Verification Call (OEV), New Member Welcome Call, New Member materials, and an integrated approach to engaging members. Increased OEV completions by 56.3% and decreased plan cancelations from >4% to <1%, resulting in $80M to the organization.
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  • Eagle Ridge Academy
    Vice Chair Board Of Directors
    Eagle Ridge Academy Jan 2008 - Jun 2012
    Minnetonka, Minnesota, Us
    Eagle Ridge Academy School Board; Eagle RIdge Academy is a Charter School in Greater Minneapolis. The mission of Eagle Ridge Academy is to provide our students with a traditional, Classical education that demands their best in academic achievement, behavior, and attitude and challenges them to attain their highest potential.• Led Search and hiring committee for Executive Director• Developed Bylaws
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  • Re:Member Group
    Co-Founder, Owner, President
    Re:Member Group May 2003 - Apr 2012
    Mankato, Minnesota, Us
    Founded and built a successful loyalty marketing company specializing in building brand loyalty for mid-sized organizations to help them build retention and engagement. Profitably sold firm.Led company strategy to design, implement and manage multiple loyalty-based incentive programs for clients, including Capstone Publishers, UHG, and Mathews, Inc. Client portfolio included Automotive, Publishing, Sporting Goods, Travel, Hospitality, and Loyalty domestic and international clients.• Founded and grew the company to over $1M in revenue in five years. Surfaced new revenue opportunities to boost sales by 25% among existing customers and members over three years in two countries.• An accomplished speaker and spokesperson for loyalty and Customer Experience programs.• Manage multiple loyalty-based incentive programs for clients.• Handle all functions of client and partner development and management. Over 100% growth YOY in client base.• Manage budget of $1M.• Oversee client development and partner development• Managed marketing budget of $1.08 Million for client• Developed online points-based currency. Oversaw development of database to handle points awarding and redemption.• Developed and currently manage 15 websites, including all content and functionality updates.
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  • Northwest Airlines
    Manager, Worldperks Partner Marketing: Usbank, Worldperks Mall & Milesabove
    Northwest Airlines Oct 2000 - May 2003
    Us
    Northwest Airlines was a major American airline absorbed into Delta Air Lines in 2008, making Delta the largest airline in the world.Account managed the largest partner, U.S. Bank, generating 60% of total WorldPerks marketing revenue. P&L responsibility for a $500K budget. Grew revenue through increased credit card acquisition, increased credit card spend among transactors, and the development of new partnership models (MilesAbove, WorldPerks Mall).• Developed strategic marketing initiatives for U.S. Bank and WorldPerks Mall/MilesAbove partners to target WorldPerks members through direct mail, statement inserts, newsletter articles, statement messages, and e-commerce promotional initiatives. • Develop new business and manage relationships for WorldPerks Mall Merchants. • Added 40 new partners in 6 months to www.nwa.com/mall. Focus on major retailers.• Negotiate all terms of agreement• P&L responsibility for $500K• Oversee one Partner Manager responsible for tactical implementation of WorldPerks Mall merchants.• Exceeded 2002 revenue goal of $240K.• Manage revenue budget through the sale of frequent flyer miles to MilesAbove Partners. • $1 million in revenue in first 3 months. • Initiated and executed strategy for roll out of MilesAbove/Top-Off online system. • Reduced operating costs from 50% to 8%.• Met 2002 revenue goal of $1.3M. P&L responsibility.• Develop strategic marketing initiatives for U.S. Bank and WorldPerks Mall/MilesAbove partners to target WorldPerks members through direct mail, statement inserts, newsletter articles, statement messages and e-commerce promotional initiatives.
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  • Northwest Airlines
    Manager, Ecommerce & Online Distribution
    Northwest Airlines Jun 1998 - Apr 2000
    Us
    Transformed the customer travel experience by creating and scaling a new digital distribution channel for and reducing ticketing and distribution costs by 90%. Enhanced E-Commerce functionality of alternative distribution channels, including nwa.com, E-Biz Perks, agency and Japan booking capabilities, e-tickets, e-kiosks, and email functionality. •. Built the first ever airline booking engine, established e-tickets as the main form of airline ticket distribution, and implemented e-kiosks, further reducing mail and paper costs.• Implemented and enhanced E-Commerce functionality of alternative distribution channels, including E-Biz Perks, agency and Japan booking capabilities, email functionality and VoiceLink. • Reviewed and enhanced operational and technology processes for nwa.com. • Expanded customer knowledge through competitive reviews, online customer surveys and presentations. Analyzed, reported and forecasted web statistics for nwa.com including budget and revenue forecast.
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  • Northwest Airlines
    Account Representative, National Accounts Handling Northwestern Travel Services
    Northwest Airlines Nov 1996 - Jun 1998
    Us
    • Serviced incoming calls for Northwest Airlines from key travel agents by providing sales information, addressing concerns and resolving problems. • Delivered outbound telemarketing sales to targeted travel agencies and corporate accounts. • Restructured Voice Response Unit to provide concise information for travel agents, eliminating the need for human touch for basic information.
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  • Patterson Dental
    Sales Consultant, Territory Manager
    Patterson Dental Oct 1995 - Nov 1996
    St Paul, Mn, Us
    • Expanded & managed existing clients' accounts by implementing electronic ordering systems in each office. • Increased market share by 25%. • Generated 25% new clientele through cold calls and consistent visits. • Obtained long-term relationships by advising customers on new products and techniques, as well as providing value added service. • Represented hundreds of manufacturers and their products.
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  • Geos
    Vice Chief Instructor
    Geos May 1993 - May 1995
    Fr
    • Instructed and managed over 200 students ranging from junior high school students to business persons. • 70% renewal rate achieved by active operation in quarterly campaigns (20% over goal)
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  • Bi Worldwide
    Customer Representative, Department Supervisor
    Bi Worldwide May 1992 - May 1993
    Minneapolis, Mn, Us
    • Supervised a five-member team in charge of customer service for an IBM promotional campaign. • Analyzed logistical problems and implemented creative solutions to ensure a high level of customer satisfaction.
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Paul N. Long, Mba Skills

Product Management Leadership Strategic Planning Crm Email Marketing Strategy Marketing Strategy Management Program Management Loyalty Programs Marketing E Commerce Product Development Forecasting Sales Business Development Customer Experience Design New Business Development Finance Digital Marketing Direct Marketing Program Development Partner Development Partner Management Managing Partner Relationships Budgets Contract Negotiation Interactive Marketing Segmentation

Paul N. Long, Mba Education Details

  • University Of St. Thomas - Opus College Of Business
    University Of St. Thomas - Opus College Of Business
    Marketing & Finance
  • Drake University
    Drake University
    Emphasis On Marketing & Music
  • Macquarie University
    Macquarie University
    Business Study Abroad
  • Edina Senior High School
    Edina Senior High School
    Regular/General High School/Secondary Diploma Program

Frequently Asked Questions about Paul N. Long, Mba

What company does Paul N. Long, Mba work for?

Paul N. Long, Mba works for Verte Opus

What is Paul N. Long, Mba's role at the current company?

Paul N. Long, Mba's current role is Principal Consultant and Executive Advisor – Customer Experience and Operations Strategy.

What is Paul N. Long, Mba's email address?

Paul N. Long, Mba's email address is pa****@****uhc.com

What is Paul N. Long, Mba's direct phone number?

Paul N. Long, Mba's direct phone number is +195293*****

What schools did Paul N. Long, Mba attend?

Paul N. Long, Mba attended University Of St. Thomas - Opus College Of Business, Drake University, Macquarie University, Edina Senior High School.

What are some of Paul N. Long, Mba's interests?

Paul N. Long, Mba has interest in Guitar, Snowboarding, Disc Golf, Travel, Time With Family.

What skills is Paul N. Long, Mba known for?

Paul N. Long, Mba has skills like Product Management, Leadership, Strategic Planning, Crm, Email Marketing, Strategy, Marketing Strategy, Management, Program Management, Loyalty Programs, Marketing, E Commerce.

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