Experienced Associate Director of Voice of the Customer Strategy for Individual and Family Plans - Remote Opportunity to Drive Business Growth and Customer Satisfaction through Data-Driven Insights and Strategic Leadership

Introduction to arenaflex At arenaflex, we are dedicated to revolutionizing the healthcare experience by creating a more responsive, affordable, and equitable system. Our mission is to help people live healthier lives, and we believe that everyone deserves the opportunity to thrive. As a leader in the healthcare industry, we are committed to removing barriers to quality care and making a positive impact on the lives of millions of people. If you are passionate about making a difference and driving business growth through customer-centric strategies, we invite you to join our team as an Associate Director of Voice of the Customer Strategy for Individual and Family Plans. Job Overview The Associate Director of Voice of the Customer Strategy for Individual and Family Plans is a high-visibility and high-impact role that requires a unique blend of strategic leadership, customer insights, and data-driven decision-making. As a key member of our team, you will be responsible for developing and executing customer strategies that drive business growth, improve customer satisfaction, and enhance the overall customer experience. Your expertise in consumer research, net promoter score (NPS), and customer analytics will be essential in informing our business operations and driving strategic decisions. Primary Responsibilities Serve as the thought leader and expert on customer needs and preferences across the customer journey and operational areas Develop and communicate actionable customer strategies that drive business growth and improve customer satisfaction Leverage internal and external resources to understand customer pain points, needs, and jobs to be done in the addressable exchange market Determine and communicate an exchange customer strategy that drives defensible, profitable, and scalable ROI for the Individual and Family Plans business Partner with our VP of Marketing to define market research and learning plans, refresh customer insights, and evolve and operationalize customer strategies Develop 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 Voice of the Customer (VOC) program, including developing reports, monitoring performance, and triaging member issues Evolve and manage a governance structure to report on progress and drive accountability Work with internal and external partners to deliver customer feedback and insights, including NPS, CSAT, and other customer metrics Oversee proper and consistent customer feedback measurement methodologies across the customer and member experiences Develop and maintain a VOC Dashboard that provides real-time insights and trends Team Leadership Lead peers and executives to understand the customer and improve the customer experience Manage performance of internal and external partners to provide world-class results within agreed-upon timelines and budgets Lead, mentor, and grow the Voice of the Consumer team Required 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 or transactional survey programs 5+ years of experience managing customer listening posts, such as NPS programs or transactional survey programs 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, or Power BI, and SQL experience Experience with web analytics software, such as Adobe Experience Cloud or Google Analytics Experience managing performance of external agencies, consulting firms, and contractors Understanding of CRM/Martech dataset technologies and leveraging third-party consumer data enhancements Proven skills in identifying issues related to statistical analysis, recommending options, and implementing solutions Demonstrated progressive career and leadership accomplishments Proven exceptional conceptualization skills, able to take abstract ideas and materialize them into strategies and execution plans Proven excellent problem-solving, planning, and decision-making skills Proven solid communication skills, capable of effectively presenting ideas and selling concepts and tactics at an executive level Preferred Qualifications A Master's degree is preferred, but not required. What We Offer At arenaflex, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. We are committed to creating a diverse and inclusive work environment that values and respects all employees, regardless of their background, race, gender, sexuality, age, location, or income. We believe that everyone deserves the opportunity to live their healthiest life, and we are dedicated to making a positive impact on the lives of millions of people. Work Environment and Company Culture At arenaflex, we are committed to creating a work environment that is collaborative, innovative, and supportive. We believe in empowering our employees to take ownership of their work and to make decisions that drive business growth and customer satisfaction. Our company culture is built on a foundation of respect, trust, and open communication, and we are dedicated to creating a workplace that is inclusive, diverse, and equitable. Compensation, Perks, and Benefits We offer a competitive salary range, as well as a comprehensive benefits package that includes medical, dental, and vision insurance, 401k matching, and paid time off. We also offer a range of perks and benefits, including flexible work arrangements, professional development opportunities, and recognition programs. Conclusion If you are a motivated and experienced professional who is passionate about driving business growth and customer satisfaction through data-driven insights and strategic leadership, we invite you to join our team as an Associate Director of Voice of the Customer Strategy for Individual and Family Plans. At arenaflex, we are committed to creating a work environment that is collaborative, innovative, and supportive, and we believe that our employees are our greatest asset. Apply today to join our team and make a difference in the lives of millions of people. Apply for this job