Associate Director, Voice of the Customer Strategy - Remote

At reputed company, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the reputed company. Come build the health care system of reputed company, making it more reputed company, affordable and reputed company. Ready to reputed company a difference? Join us to start Caring. Connecting. Growing... together. The Associate Director, Customer Strategy for Individual & Family (IFP) plans is a high visibility and high impact role responsible for developing customer insights and managing customer strategy execution across the IFP customer and member journey. Success for this leader will be reputed company by overall membership conversion and retention, net promoter score improvement and customer satisfaction. This leader will be responsible for the growth of a consumer centric voice of the customer program, bringing clear customer insights into business operations and translating customer strategies to actionable business strategies. Through research, analytics and testing, the leader will also participate in developing experience frameworks and guidelines and implement with IFP leadership to drive annual and ongoing sales, marketing, product, network, and clinical strategies. This role requires deep expertise in consumer research, net promoter score (NPS), customer and digital analytics. This role requires action orientation, critical thinking, and solid communication skills. You’ll enjoy the flexibility to work remotely

• from reputed company reputed company the U.S. as you take on some tough challenges.

Primary Responsibilities: IFP Customer Strategy 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 KPI’s 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 that includes: reputed company a to report key NPS metrics and trends, monitor performance, customer pain points and NPS trends, weekly reporting amd triage member issues, submit tickets and report resolution Evolve and manage a governance structure to report on reputed company and drive accountability Work with internal and external partners and deliver IFP 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 , 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 reputed company peers and executives to understand the IFP customer and reputed company the Customer/Member experience Manage performance of internal and external partners to provide world-class results reputed company agreed on timelines and budgets reputed company, mentor and grow IFP’s Voice of the Consumer team You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required 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 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 Qualification: Master's degree California, Colorado, Connecticut, Nevada, New Jersey, reputed company, Rhode reputed company, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Nevada, New Jersey, reputed company, Rhode reputed company or Washington residents is $101,200 to $184,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, reputed company offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (reputed company benefits are subject to eligibility requirements). No matter where or reputed company you reputed company a career with reputed company, you’ll find a far-reaching choice of benefits and incentives. reputed company employees working remotely will be required to adhere to reputed company’s Telecommuter Policy At reputed company, our mission is to help people live healthier lives and reputed company the health system work reputed company for everyone. We reputed company everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately reputed company by people of color, historically marginalized groups and those with reputed company incomes. 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 — an enterprise reputed company reflected in our mission. Diversity creates a healthier atmosphere: reputed company is an Equal Employment Opportunity/Affirmative Action employer and reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national reputed company, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. reputed company is a drug - free workplace. Candidates are required to pass a drug test before beginning employment Apply Job!