Introduction to blithequark and the Industry
At blithequark, we are revolutionizing the way we approach customer experience, creating a more responsive, affordable, and equitable system for all. As a leader in the industry, we recognize the importance of putting the customer at the forefront of everything we do. Our mission is to simplify the customer experience, creating healthier communities and removing barriers to quality care. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to making that a reality.
Job Overview
We are seeking an experienced Associate Director, Voice of the Customer Strategy to join our team in a remote full-time capacity. This high-visibility role will be responsible for developing customer insights and managing customer strategy execution across the customer journey. The successful candidate will have a strong background in consumer research, net promoter score (NPS), customer and digital analytics, and will be able to drive business growth through data-driven decision making.
Key Responsibilities
- Serve as the thought leader and expert on 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
- 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
- Determine and communicate a customer strategy that will drive the most defensible, profitable, and scalable ROI for the business
- Develop a deep understanding of how the customer experience drives business KPIs such as retention, customer lifetime value, and loyalty
- Grow and manage the Voice of the Customer (VOC) program, including developing a dashboard to report key NPS metrics and trends, monitoring performance, customer pain points, and NPS trends
- Lead peers and executives to understand the customer and better 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
Essential Qualifications
- 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 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 skilled 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
Preferred Qualifications
- Master's degree
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As an Associate Director, Voice of the Customer Strategy, you will have access to a range of training and development opportunities, including mentorship programs, leadership development, and ongoing education and training. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
Work Environment and Company Culture
At blithequark, we believe in creating a work environment that is inclusive, supportive, and empowering. We recognize the importance of diversity and inclusion in the workplace and are committed to creating a culture that values and respects the contributions of all employees. As a remote employee, you will be part of a virtual team that is connected through technology and a shared commitment to delivering exceptional customer experiences.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive salary and benefits package that includes a range of perks and benefits, such as comprehensive health insurance, retirement savings plans, and paid time off. We also offer a range of recognition and reward programs to recognize and reward our employees for their contributions to the company.
Conclusion
If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As an Associate Director, Voice of the Customer Strategy at blithequark, you will have the opportunity to make a real difference in the lives of our customers and contribute to the growth and success of our company. Don't miss out on this opportunity to join a talented team of professionals who are dedicated to delivering exceptional customer experiences. Apply today!
Apply Now