Introduction to blithequark and the Industry
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 make the health system work better for everyone. As a leader in the healthcare industry, we recognize the importance of putting the customer at the forefront of our business strategy. We are committed to delivering exceptional customer experiences, driving business growth, and improving health outcomes. If you are passionate about making a difference in the lives of millions of people, 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 responsible for developing customer insights and managing customer strategy execution across the customer and member journey. As a key leader in our organization, you will be responsible for driving business growth, improving customer satisfaction, and enhancing the overall customer experience. Your success will be measured by overall membership conversion and retention, net promoter score improvement, and customer satisfaction. You will lead a team of professionals and work closely with cross-functional stakeholders to develop and execute customer-centric strategies that drive business results.
Key Responsibilities
- Serve as the thought leader and expert on 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 customer/member journey
- Leverage internal and external resources to understand, document, and internalize knowledge throughout the market, related consumer segments, competitive benchmark, customer pain points/needs, and jobs to be done in the addressable exchange market
- Determine and communicate a customer strategy that will drive the most defensible, profitable, and scalable ROI for the business
- In partnership with our VP of Marketing, define a market research/learning plan, refresh customer insights on a regular basis, and evolve and operationalize customer strategies accordingly
- 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 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 progress and drive accountability
- Working with internal and external partners to deliver customer satisfaction (CSAT), NPS, 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 reports, verbatims, pain point analysis by journey, calls NPS, grievances & complaints, and unstructured feedback
Team Leadership
- Leading peers and executives to understand the customer and better the customer/member experience
- Managing performance of internal and external partners to provide world-class results within agreed-upon timelines and budgets
- Leading, mentoring, and growing the 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 surveys
- 5+ years of experience managing customer listening posts, such as NPS programs, transactional survey programs, or event-based surveys
- 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, 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 is ideal
- 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 communicator; capable of effectively presenting ideas and selling concepts and tactics at an executive level; ability to conceptualize and effectuate change management and "out-of-the-box" 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 blithequark, we are committed to helping our employees grow and develop in their careers. As an Associate Director of Voice of the Customer Strategy, you will have access to a range of training and development opportunities, including:
- Leadership development programs
- Mentorship opportunities
- Cross-functional training and development
- Opportunities to work on high-visibility projects and initiatives
Work Environment and Company Culture
At blithequark, we are proud of our diverse and inclusive workplace culture. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to creating a work environment that is supportive, inclusive, and respectful of all employees. As an Associate Director of Voice of the Customer Strategy, you will be part of a dynamic and collaborative team that is passionate about delivering exceptional customer experiences and driving business results.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including:
- A comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase and 401k contribution
- Opportunities for professional growth and development
Conclusion
If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Associate Director of Voice of the Customer Strategy position at blithequark. As a leader in the healthcare industry, we are committed to delivering exceptional customer experiences, driving business growth, and improving health outcomes. Join our team and be part of a dynamic and collaborative environment that is passionate about making a difference in the lives of millions of people.
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