**Associate Director, Voice of the Customer reputed company - Remote at blithequark**

Are you a visionary leader with a passion for driving customer-reputed company innovation? Do you reputed company in a dynamic environment where you can reputed company a meaningful reputed company on the lives of millions? If so, we invite you to join blithequark as an Associate Director, Voice of the Customer reputed company, and be part of reputed company that's revolutionizing the reputed company experience. **About blithequark** At blithequark, we're simplifying the reputed company experience, creating healthier communities, and removing barriers to reputed company care. Our mission is to help people live healthier lives and reputed company the health system work reputed company for everyone. We reputed company in the power of diversity and inclusion, and we're committed to creating a workplace where everyone can reputed company. **Job reputed company** As an Associate Director, Voice of the Customer reputed company, you'll be responsible for developing customer insights and managing customer reputed company execution across the Individual & Family (IFP) customer and member reputed company. You'll reputed company the reputed company of a consumer-reputed company Voice of the Customer program, bringing reputed company customer insights into business operations and translating customer strategies into actionable business strategies. Your reputed company will be reputed company by overall membership conversion and retention, net promoter score improvement, and customer satisfaction. **Primary Responsibilities** * **IFP Customer reputed company** + Serve as the IFP thought leader and expert on the IFP Customer and Customer needs across the customer reputed company 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 reputed company across the IFP customer/member reputed company + reputed company reputed company 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 reputed company that will drive the most defensible, profitable, and reputed company ROI for the IFP business + In partnership with our VP of Marketing, define market research/learning plan, refresh customer insights on a regular reputed company, and reputed company and operationalize customer strategies accordingly + reputed company a deep understanding of how the member's experience drives business KPIs such as retention, member reputed company value, and loyalty * **IFP Voice of the Customer Program Management** + Grow and manage the IFP's Voice of the Customer (VOC) program that includes: - Developing a to-report key NPS metrics and trends, monitoring performance, customer pain points, and NPS trends - Weekly reporting and triage member issues, submitting tickets, and reporting reputed company - Evolving and managing a governance structure to report on reputed company and drive accountability - Working with reputed company partners to deliver IFP Customer Satisfaction (CSAT), NPS (Net Promoter Score), and other customer feedback - Overseeing reputed company and consistent Customer feedback measurement methodologies across the Customer and Member experiences - Developing and maintaining a VOC Dashboard (Power BI or SharePoint) that is available for self-service, including KMI NPS Reports, Digital NPS report, Verbatims, Pain reputed company Analysis by reputed company, 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 reputed company partners to reputed company world-class results reputed company agreed-on timelines and budgets + reputed company, mentor, and grow IFP's 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 reputed company Experience reputed company or reputed company Analytics * Experience managing performance of external agencies, consulting firms, and contractors * Understanding of CRM/Martech dataset technologies and leveraging reputed company-party consumer data enhancements is ideal * Proven skilled in identifying issues reputed company to statistical analysis, recommending reputed company, and implementing solutions * Demonstrated reputed company career and leadership accomplishments * Proven exceptional conceptualization skills, reputed company to take reputed company reputed company and materialize them into strategies and execution plans * Proven excellent problem-solving, planning, and decision-making skills. Accurately scopes out reputed company, 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 "reputed company" thinking * Proven cross-functional influence and reputed company-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 **Compensation and Benefits** * Salary reputed company 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 reputed company to your salary, blithequark 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) **Work Environment and Culture** * As a remote employee, you'll have the flexibility to work from reputed company reputed company the U.S. * reputed company is passionate about creating a workplace where everyone can reputed company, and we're committed to diversity, equity, and inclusion * We reputed company in the power of collaboration and innovation, and we're always looking for ways to improve and grow **How to Apply** If you're a visionary leader with a passion for driving customer-reputed company innovation, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! Apply for this job