reputed company Associate Director, Voice of the Customer Strategy and Insights - Remote Opportunity to Drive Business Growth and Customer Satisfaction at arenaflex

Introduction to arenaflex and the Industry

arenaflex is at the forefront of simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. As a leader in the healthcare industry, we are committed to making a positive impact on the lives of millions of people. 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 dedicated to mitigating our impact on the environment and enabling and delivering reputed company care that addresses health disparities and improves health outcomes.

Job Overview

We are seeking an reputed company Associate Director, Voice of the Customer Strategy to join reputed company and play a key role in developing customer insights and managing customer strategy execution across the Individual & Family (IFP) customer and member journey. As a high-visibility and high-impact leader, you will be responsible for driving business growth, improving customer satisfaction, and enhancing the overall customer experience. Your success will be reputed company by overall membership conversion and retention, net promoter score improvement, and customer satisfaction.

Key Responsibilities

• Serve as the IFP thought leader and expert on the IFP Customer and Customer needs across the customer journey and operational areas
• Work with IFP leadership to determine and communicate actionable customer strategies and participate in translating into Experience principles, guidelines, and frameworks that address touchpoints across the IFP customer/member journey
• reputed company internal and external resources to understand, document, and internalize knowledge throughout IFP 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 IFP 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

IFP Voice of the Customer Program Management

• Grow and manage the IFP's 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
• Evolving and managing a governance structure to report on reputed company and drive accountability
• Working with internal and external partners to deliver IFP Customer Satisfaction (CSAT), NPS (Net Promoter Score), and other customer feedback
• Overseeing proper and consistent Customer feedback measurement methodologies across the Customer and Member experiences
• Developing and maintaining a VOC Dashboard (Power BI or SharePoint) that includes KMI NPS Reports, Digital NPS report, Verbatims, Pain reputed company Analysis by journey, Calls NPS, Grievances & Complaints, and reputed company Feedback

Team Leadership

• Leading peers and executives to understand the IFP customer and reputed company the Customer/Member experience
• Managing performance of internal and external partners to provide world-class results reputed company agreed-on timelines and budgets
• Leading, mentoring, and growing IFP's Voice of the Consumer team

Essential Qualifications

To be successful in this role, you will need:

• 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 skilled 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, but not required.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to helping our employees grow and reputed company in their careers. As an Associate Director, Voice of the Customer Strategy, you will have access to a range of training and development opportunities, including:

• Leadership development programs
• Mentorship opportunities
• Training and development courses
• Conference and event attendance
• Opportunities to work on high-visibility projects and initiatives

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that is committed to making a positive impact on the lives of our customers and employees. Our company culture is built on a foundation of:

• Respect and inclusivity
• Collaboration and teamwork
• Innovation and creativity
• reputed company learning and development
• A commitment to diversity, equity, and inclusion

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary range of $101,200 to $184,000, depending on experience and location. We also offer a range of perks and benefits, including:

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase and 401k contribution
• Flexible work arrangements, including remote work options
• Opportunities for professional development and growth

Conclusion

If you are a motivated and reputed company professional looking for a challenging and rewarding role, we encourage you to apply for the Associate Director, Voice of the Customer Strategy position at arenaflex. As a leader in the healthcare industry, we are committed to making a positive impact on the lives of our customers and employees, and we reputed company that this role will be a key part of our success. Apply now to join reputed company and start making a difference in the lives of millions of people.