Matt Hunt has joined Blue Cross and Blue Shield of Minnesota (Blue Cross) as the organization’s first-ever chief experience officer (CXO). Hunt comes to Blue Cross from U.S. Bank in Minneapolis, where he as vice president, worked to build and implement an enterprise personalization strategy that supported customers in achieving their unique goals through insights, education, products, and services.
- Role: As Blue Cross’ CXO, Hunt will lead and implement all aspects of Customer Experience, with responsibility for fostering a customer-centric culture across all digital, traditional, and live channels. Hunt will oversee the CX team to develop creative solutions that utilize standardized definitions, processes, and analytics to deliver more personalized and meaningful customer journeys.
- Efficient leader: “Matt joins us with a proven track record of leading organizations to drive customer-centric strategies,” said AJ McDougall, senior vice president of strategy, innovation and external affairs for Blue Cross. “He is deeply committed to ensuring our customers are at the center of everything the company is doing to make health care and health insurance easier to use, more affordable and always within reach.”
- Qualifications: Hunt holds an MBA and B.S. in information management systems from the University of Minnesota Carlson School of Management. He currently serves as a board member for the Bakken Museum in Minneapolis and Minnesota Institute for Talented Youth in St. Paul.
- Expertise in customer-centric strategies: Hunt has decades of experience in helping organizations design and execute customer-focused strategies. Before his U.S. Bank role of overseeing personalization efforts, Hunt led the bank’s consumer segmentation program and helped to shape strategies related to the customer journey measurement, loyalty, and reputation. He also has held customer-centric leadership roles at consulting firm Stanford & Griggs (which he founded), Best Buy, Co. Inc., and Morgan Stanley.
- Biggest non-profit platform: Blue Cross and Blue Shield of Minnesota operates as a non-profit organization. The Organization provides health, dental, and prescription drug coverage, as well as other related plans for individuals and families. Blue Cross and Blue Shield of Minnesota serves customers in the United States.