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Director, Nudge Unit and Behavioral Insights

Blue Cross Blue Shield of Massachusetts, Inc.

This is a Full-time position in Boston, MA posted November 21, 2021.

Director, Nudge Unit and Behavioral Insights

Location Boston, Massachusetts, 02199-7611 Full time Job Id R04270 Posted Date: 10/28/2021

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Bring your true colors to blue.

Reporting to the Senior Vice President, Performance Measurement & Improvement, the Director, Nudge Unit and Behavioral Insights, will have lead responsibility for developing and coordinating company’s efforts to apply behavioral insights (i.e., “nudges” and other behavioral insights techniques) to improve the decisions, experiences, and health of BCBSMA’s members, network providers, and employees.

All nudge unit activities will further BCBSMA’s strategic pillars: quality, equity, affordability, and consumer experience.

In May 2020, BCBSMA formed an internal nudge unit, led by its Performance Measurement and Improvement division, and assisted by consultants and selected academics.

Early goals have included helping key operational units (e.g., medical management, member and provider communications, contracting and network management) recognize opportunities to apply behavioral insights to improve member and provider decision making, developing behavioral insights-informed versions of submitted interventions (or developing new interventions where none had existed before), and deploying these interventions to maximize their evaluability and value to the health plan and its members.

Since its inception, the BCBSMA nudge unit has deployed approximately 30 behavioral insights-informed interventions, preferring randomized deployments to maximize evaluability.

These interventions have included efforts to improve guideline-concordant screening uptake, medication use, laboratory testing, and provider billing patterns.

Intervention channels include unidirectional communications (e.g., letters, emails, text messages, faxes) and more complex choice architecture (e.g., BCBSMA’s member app, which has more than 1 million users).

The Director, Nudge Unit and Behavioral Insights will, in collaboration with the SVP, Performance Measurement & Improvement, shape the growth of BCBSMA’s nudge unit and application of behavioral insights.

Specific duties will include facilitating monthly company-wide nudge unit meetings, tracking and managing multiple projects and their evaluations, providing cross-divisional leadership in a matrixed organization, facilitating trainings in behavioral insights techniques, serving as BCSBMA’s primary point of contact for behavioral insights consultants and academic collaborators, and participating in external conferences and trainings to advance BCBSMA’s use of behavioral science.

Key Accountabilities :

  • Execute behavioral insights strategies in collaboration with the SVP, PMI and key operational units (e.g., Member and Provider Communications, Marketing, Digital), in alignment with other efforts across the enterprise.
  • Manage standing and ad hoc nudge unit and behavioral insights consultant meetings.
  • Coordinate activities of multiple business units (Performance Measurement & Improvement, Health and Medical Management, Network Payment Innovation & Contract Management, Enterprise Technology, Enterprise Analytics, Corporate Strategy, and Sales, Marketing, and Product), consultants, and vendors to apply behavioral insights toward BCBSMA’s strategic goals.
  • Act as liaison between BCBSMA and external experts and collaborators on behavioral insights.
  • Oversee and facilitate all phases of nudge unit projects and their evaluations, organizing evaluation results to facilitate better nudge unit performance over time.
  • Building coalitions and delivering key information to the right decision makers throughout the enterprise (e.g., identifying the key parties to provide input on nudge design and deployment).
  • Create presentations for executive meetings, support and/or represent the SVP, PMI in senior leadership meetings, as needed.

Education/Relevant Experience :

  • 10 or more years of health care business or research administrative/management skills with a BA/BS degree required, advanced degree strongly preferred
  • Training and experience in practical applications and evaluation of behavioral insights, behavioral economics, or psychology strongly preferred
  • Familiarity with program evaluation methods, causal inference, A/B testing, and Agile project management desired
  • Proven track record of delivering highly complex initiatives in a dynamic environment
  • Ability to direct, persuade, influence, and lead to achieve desired results
  • Strategic, long-range planning skills and the ability to integrate strategy with short-term activity and translate into operational plans .

  • Outstanding communication skills and demonstrated ability to develop and maintain effective working relationships at all levels of the organization and with key constituents.
  • Ability to motivate, lead and manage cross functional teams, with track record of coaching high-performing teams.
  • Documented strength in analysis, problem resolution, including highly developed analytical skills and ability to interpret complex data including budget analysis.
  • High degree of organizational astuteness and ability to successfully interact with leaders at all levels.
  • Highly adaptable and creative with an openness to assuming new roles and responsibilities as they arise.
  • Solid background in project management and implementation of major initiatives.
  • Action-oriented leader, able to effectively solve problems and achieve goals.
  • Flexibility to work within a changing environment.
  • High degree of initiative; Ability to work both independently and within a team.
  • Knowledge of health care industry and external environment.

Minimum Education Requirements:

High school degree or equivalent required



Time Type

Full time

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing.

We provide a flexible hybrid work model in which roles are designated as resident (on site 4-5 days/week), mobile (on site 1-3 days/week), or eworker (on site 0-3 days/month).

Blue Cross Blue Shield of Massachusetts, has a COVID-19 vaccination requirement for building entry.

Your offer of employment is dependent upon either being fully vaccinated for COVID-19, or receiving an eworker exemption and/or accommodation based on a disability or sincerely held religious belief, practice, or observance by submitting a request to Human Resources.

Voted as the highest in
member satisfaction among Massachusetts commercial health plans by JD Power, Blue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston.

We have been a market leader for more than 75 years, and are consistently ranked among the nation’s best health plans.

Our daily efforts are dedicated to effectively serving our 2.8 million members, and consistently offering security, stability, and peace of mind to both our members and associates.

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We’re committed to investing in your development, and providing the necessary resources to enable your success.

We’re dedicated to creating a refreshing and rewarding workplace, promoting excellence and providing opportunities for employees to forge their unique career path.

We take pride in our diverse, community-centered, wellness-focused culture, and we believe every member of our team deserves to enjoy a positive work/life balance.

Blue Cross Blue Shield of Massachusetts is an Equal Employment/Affirmative Action Employer.

Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristic protected by law.

Blue Cross Blue Shield of Massachusetts will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Blue Cross Blue Shield of Massachusetts’s legal duty to furnish information.

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