Experienced Associate Director, Voice of the Customer Strategy – Customer Insights and Experience Development Leader for blithequark

Introduction to blithequark

At blithequark, we are dedicated to transforming the healthcare experience by creating healthier communities, removing barriers to quality care, and simplifying the healthcare system. 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, regardless of their background, location, or income. As a leader in the healthcare industry, we are committed to mitigating our impact on the environment and delivering equitable care that addresses health disparities and improves health outcomes.

Job Overview

We are seeking an experienced and skilled Associate Director, Voice of the Customer Strategy to join our team at blithequark. As a high-visibility and high-impact role, you will be responsible for developing customer insights and managing customer strategy execution across the Individual & Family (IFP) customer and member journey. Your success will be measured by overall membership conversion and retention, net promoter score improvement, and customer satisfaction. You will lead the growth of a consumer-centric voice of the customer program, bringing clear customer insights into business operations and translating customer strategies into actionable business strategies.

Key Responsibilities

• 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, including developing a report to track key NPS metrics and trends, monitoring performance, customer pain points, and NPS trends, and submitting tickets and reporting resolution
• Evolving and managing a governance structure to report on progress and drive accountability
• Working with internal and external partners to deliver IFP Customer Satisfaction (CSAT), NPS (Net Promoter Score), and other customer feedback
• Overseeing proper 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 point Analysis by journey, Calls NPS, Grievances & Complaints, and Unstructured Feedback

Team Leadership

• Leading peers and executives to understand the IFP customer and better the Customer/Member experience
• Managing performance of internal and external partners to provide world-class results within agreed-on timelines and budgets
• Leading, mentoring, and growing IFP's Voice of the Consumer team

Essential Qualifications

To be successful in this role, you will need:

• A 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 Qualifications

A Master's degree is preferred, but not required.

What We Offer

At blithequark, we offer a competitive salary range, 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, race, gender, sexuality, age, location, or income. We believe that diversity creates a healthier atmosphere and are an Equal Employment Opportunity/Affirmative Action employer.

Work Environment and Company Culture

At blithequark, we are dedicated to creating a positive and supportive work environment that encourages collaboration, innovation, and growth. We believe in fostering a culture of inclusivity, respect, and empathy, where all employees feel valued and empowered to contribute their best work. Our company culture is built on the principles of integrity, accountability, and excellence, and we strive to make a positive impact on the lives of our customers, employees, and communities.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, mentorship opportunities, and career advancement possibilities. Our goal is to help our employees build the skills and knowledge they need to succeed in their roles and advance in their careers. We believe in investing in our employees and providing them with the tools and resources they need to achieve their full potential.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package that includes a salary range of $101,200 to $184,000, depending on experience and location. We also offer a range of perks and benefits, including comprehensive health insurance, retirement savings plans, and paid time off. Our goal is to provide our employees with a total rewards package that recognizes their contributions and supports their well-being.

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, Voice of the Customer Strategy position at blithequark. This is a unique opportunity to join a dynamic and growing company that is dedicated to making a positive impact on the lives of our customers and employees. Don't miss out on this chance to take your career to the next level and make a difference in the healthcare industry. Apply now and join our team of talented and passionate professionals at blithequark!