**Experienced Associate Director, Voice of the Customer Strategy - Web & Cloud Application Development**

Are you a seasoned professional with a passion for understanding customer needs and driving business growth through data-driven insights? Do you have a strong background in consumer research, net promoter score (NPS), and customer and digital analytics? If so, we invite you to join our team as an Associate Director, Voice of the Customer Strategy at blithequark, a leading healthcare company dedicated to simplifying the healthcare experience and creating healthier communities. **About blithequark** At blithequark, we're committed to making a difference in the lives of millions of people by creating a more responsive, affordable, and equitable healthcare system. Our mission is to help people live healthier lives, and we believe that everyone deserves the opportunity to live their healthiest life. We're proud to be an Equal Employment Opportunity/Affirmative Action employer and are committed to diversity, equity, and inclusion in all aspects of our business. **The Role** As an Associate Director, Voice of the Customer Strategy, you will be responsible for developing customer insights and managing customer strategy execution across the Individual & Family (IFP) customer and member journey. You will serve as the IFP thought leader and expert on the IFP Customer and Customer needs across the customer journey and operational areas. Your primary responsibilities will include: * **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 + Leverage internal and external resources to understand, document, and internalize knowledge throughout IFP market, related consumer segments, competitive benchmark, 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 + 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 IFP's Voice of the Customer (VOC) program that includes: - Develop a to report key NPS metrics and trends, monitor performance, customer pain points, and NPS trends - Weekly reporting and triage member issues, submit tickets, and report resolution + Evolve and manage a governance structure to report on progress and drive accountability + Work with internal and external partners and deliver IFP Customer Satisfaction (CSAT), NPS (Net Promoter Score), and other customer feedback + Oversee proper and consistent Customer feedback measurement methodologies across the Customer and Member experiences + Develop and maintain a VOC Dashboard (Power BI or SharePoint) that is available for self-service, including: - KMI NPS Reports - Digital NPS report - Verbatims - Pain point Analysis by journey - Calls NPS - Grievances & Complaints - Unstructured Feedback * **Team Leadership** + Lead peers and executives to understand the IFP 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 IFP's Voice of the Consumer team **Requirements** * 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. 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 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 Qualification** * Master's degree **What We Offer** * A competitive salary range of $101,200 to $184,000, depending on location and experience * A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off * Incentive and recognition programs to reward your hard work and dedication * Equity stock purchase and 401(k) contribution * Opportunities for career growth and development, including training and education programs * A dynamic and supportive work environment that values diversity, equity, and inclusion **How to Apply** If you're a motivated and results-driven professional with a passion for customer-centricity and data-driven decision-making, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job