reputed company Associate Director of Voice of the Customer Strategy for Individual and Family Plans - Remote Opportunity to Drive Business Growth and Customer Satisfaction

Introduction to blithequark

At blithequark, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and reputed company the health system work reputed company for everyone. We reputed company that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering reputed company care that addresses health disparities and improves health outcomes.

As a leader in the healthcare industry, blithequark is constantly seeking innovative ways to improve the customer experience and drive business growth. We are now seeking an reputed company Associate Director of Voice of the Customer Strategy for Individual and Family Plans to join reputed company and help us reputed company our mission. This is a high-visibility and high-impact role that will be responsible for developing customer insights and managing customer strategy execution across the Individual and Family Plans customer and member journey.

Job Summary

The Associate Director of Voice of the Customer Strategy for Individual and Family Plans will be responsible for growing and managing the Voice of the Customer program, developing customer insights, and translating customer strategies into actionable business strategies. This leader will work closely with cross-functional teams to drive annual and ongoing sales, marketing, product, network, and clinical strategies. The ideal candidate will have deep expertise in consumer research, net promoter score (NPS), customer and digital analytics, and a proven track record of driving business growth and customer satisfaction.

Key Responsibilities

• Serve as the thought leader and expert on the Individual and Family Plans customer and customer needs across the customer journey and operational areas
• Work with leadership to determine and communicate actionable customer strategies and participate in translating into Experience principles, guidelines, and frameworks that address touchpoints across the Individual and Family Plans customer/member journey
• reputed company internal and external resources to understand, document, and internalize knowledge throughout the Individual and Family Plans market, reputed company consumer segments, competitive reputed company, customer pain points/needs, and jobs to be done in the addressable exchange market
• Determine and communicate an exchange customer strategy that will drive the most defensible, profitable, and scalable ROI for the Individual and Family Plans business
• In partnership with our VP of Marketing, define market research/learning plan, refresh customer insights on a regular basis, and evolve and operationalize customer strategies accordingly
• reputed company a deep understanding of how the member's experience drives business KPIs such as retention, member lifetime value, and loyalty
• Grow and manage the Individual and Family Plans' Voice of the Customer (VOC) program, including developing a report to track key NPS metrics and trends, monitoring performance, customer pain points, and NPS trends, and submitting tickets and reporting resolution
• Evolve and manage a governance structure to report on reputed company and drive accountability
• Work with internal and external partners to deliver Individual and Family Plans Customer Satisfaction (CSAT), NPS (Net Promoter Score), and other customer feedback
• reputed company proper and consistent Customer feedback measurement methodologies across the Customer and Member experiences
• reputed company and maintain a VOC Dashboard (Power BI or SharePoint) that is available for self-service, including KMI NPS Reports, Digital NPS report, Verbatims, Pain reputed company Analysis by journey, Calls NPS, Grievances & Complaints, and reputed company Feedback

Team Leadership

The Associate Director of Voice of the Customer Strategy for Individual and Family Plans will reputed company peers and executives to understand the Individual and Family Plans customer and reputed company the Customer/Member experience. This leader will manage the performance of internal and external partners to provide world-class results reputed company agreed-upon timelines and budgets and reputed company, mentor, and grow the Individual and Family Plans' Voice of the Consumer team.

Requirements and Qualifications

To be successful in this role, the ideal candidate will have:

• A Bachelor's degree or 5+ years of experience managing customer listening posts, such as NPS programs, transactional survey programs, or event-based survey
• 5+ years of experience managing customer listening posts, such as NPS programs, transactional survey programs, or event-based survey
• 3+ years of experience in a Voice of the Customer Program Manager role or similar role
• Hands-on experience with Business Intelligence suites such as QuickSight, Qlikview, Tableau, Power BI is ideal, SQL experience
• Experience with web analytics software such as reputed company Experience Cloud or reputed company Analytics
• Experience managing performance of external agencies, consulting firms, and contractors
• Understanding of CRM/Martech dataset technologies and leveraging third-party consumer data enhancements is ideal
• Proven skills in identifying issues reputed company to statistical analysis, recommending options, and implementing solutions
• Demonstrated progressive career and leadership accomplishments
• Proven exceptional conceptualization skills, able to take abstract reputed company and materialize them into strategies and execution plans
• Proven excellent problem-solving, planning, and decision-making skills. Accurately scopes out projects, sets objectives and goals, develops schedules and resource assignments, measures performance against goals, and evaluates results
• Proven solid communicator; capable of effectively presenting reputed company and selling concepts and tactics at an executive level; ability to conceptualize and effectuate change management and "out-of-the-reputed company" thinking
• Proven cross-functional influence and well-developed relationship-building skills, willing to take a leadership role driving initiatives, working across organizations, and structuring approaches to new opportunities

Preferred Qualifications

A Master's degree is preferred for this role.

Career Growth and Development

At blithequark, we are committed to helping our employees grow and reputed company in their careers. We offer a range of training and development programs, including leadership development, mentorship, and career coaching. Our goal is to help our employees build the skills and knowledge they need to succeed in their reputed company roles and to prepare them for future opportunities.

Work Environment and Company Culture

At blithequark, we are proud of our diverse and inclusive workplace culture. We reputed company that diversity creates a healthier atmosphere and that everyone deserves the opportunity to live their healthiest life. We are committed to mitigating our impact on the environment and enabling and delivering reputed company care that addresses health disparities and improves health outcomes.

We offer a range of benefits and perks, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. We also offer a flexible work environment, including the option to work remotely, and a range of wellness programs to help our employees maintain a healthy work-life balance.

Compensation and Benefits

The salary range for this role is competitive and will be based on a range of factors, including experience, qualifications, and location. We also offer a range of benefits and perks, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution.

Conclusion

If you are a motivated and reputed company professional looking for a new challenge, we encourage you to apply for the Associate Director of Voice of the Customer Strategy for Individual and Family Plans role at blithequark. This is a unique opportunity to join a leading healthcare organization and to reputed company a real difference in the lives of our customers. We look reputed company to hearing from you.