The VoC Insights and Strategy Director is responsible for the development and execution of Voice of the Customer (VoC) programs to help transform the customer experience, retain profitable membership, and drive business growth. Primary duties may include, but are not limited to:

• Acts as a partner in strategic/business planning by leveraging VoC data insights

• Integrates and organizes customer data from multiple sources to illuminate holistic view of the customer experience

• Identifies gaps and opportunities, delivers strategies, and recommends plans based on actionable insights

• Champions the voice of the customer and collaborates with cross-functional teams to transform the customer experience

• Designs, implements, and manages VoC survey programs to gather feedback from customers at various touchpoints in their journey

• Conducts in-depth analysis of survey responses using advanced analytical techniques and tools to uncover actionable insights

• Sets and measures targets, develops predictive models to forecast KPIs such as Consumer Effort, NPS and Satisfaction

• Reports customer insights derived from VoC programs in an insightful, actionable manner and refines in-platform reporting to enhance self-serve capability

• Coordinates the development and communication of annual Research & Analysis plan.

• Executes research plans and manages budget.

Requirements:

• a BA/BS degree and a minimum of 7 years of related experience; or any combination of education and experience, which would provide an equivalent background.

Preferred Qualifications:

• Experience with Voice of Customer SaaS platforms such as Medallia, Qualtrics, or others.

• Strong expertise in survey methodologies and managing VoC survey programs.

• Strong communication skills to effectively collaborate with cross-functional teams.

• Clinical experience and/or knowledge of patient experience and managed care preferred.

• Excellent problem-solving skills and proactive mindset.

• Familiar with Analytics Software like Snowflake and Business Intelligence (BI) systems such as Tableau and/or ThoughtSpot.

• Travels to worksite and other locations as necessary.

• MBA preferred.