Experienced Associate Director of Voice of the Customer Strategy for Individual and Family Plans - Remote Opportunity to Drive Business Growth and Customer Satisfaction

Introduction to blithequark

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. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

As a leader in the healthcare industry, blithequark is constantly seeking innovative ways to improve the customer experience and drive business growth. Our team is passionate about making a difference in the lives of millions of people, and we are looking for a talented and experienced Associate Director of Voice of the Customer Strategy to join our team.

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 journey. The successful candidate will be responsible for growing a consumer-centric voice of the customer program, bringing clear customer insights into business operations, and translating customer strategies into actionable business strategies.

This role requires deep expertise in consumer research, net promoter score (NPS), customer and digital analytics, as well as action orientation, critical thinking, and solid communication skills. The ideal candidate will have a proven track record of success in a similar role, with experience in managing customer listening posts, such as NPS programs, transactional survey programs, or event-based surveys.

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 member's experience drives business KPIs such as retention, member 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/member experience
• Manage performance of internal and external partners to provide world-class results within agreed-on 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 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 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

What We Offer

At blithequark, 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, culture, or identity.

We believe that diversity creates a healthier atmosphere, and we are an Equal Employment Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Work Environment and Company Culture

At blithequark, we are passionate about making a difference in the lives of millions of people. Our team is dedicated to creating a positive and supportive work environment that encourages collaboration, innovation, and growth. We believe in recognizing and rewarding our employees for their hard work and contributions to the company.

We offer a flexible and remote work environment that allows our employees to work from anywhere in the U.S. We believe that this flexibility allows our employees to better balance their work and personal life, leading to increased job satisfaction and productivity.

Compensation and Benefits

The salary range for this role is competitive and based on several factors, including education, work experience, and certifications. In addition to a competitive salary, we offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401k matching program.

We also offer a range of perks and benefits, including flexible work arrangements, paid time off, and opportunities for professional development and growth. We believe that our employees are our greatest asset, and we are committed to providing them with the support and resources they need to succeed.

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. This is a unique opportunity to join a team of dedicated professionals who are passionate about making a difference in the lives of millions of people.

We believe that our company culture, benefits, and perks make us an attractive employer, and we are committed to creating a positive and supportive work environment that encourages collaboration, innovation, and growth. Apply today to join our team and start making a difference in the lives of millions of people!