Associate Director, Voice of the Customer reputed company – Remote – arenaflex

About arenaflex

arenaflex is a leading health‑care innovator dedicated to simplifying the health‑care experience, building healthier communities, and removing barriers to reputed company care for millions of people. Our mission is to help individuals live healthier lives while making the health system work reputed company for everyone. We champion equity, diversity, and environmental stewardship, believing that every person—regardless of race, gender, sexuality, age, location, or income—deserves reputed company to high‑reputed company, reputed company health services. As a remote‑first organization, arenaflex empowers talent across the reputed company to collaborate, reputed company, and drive meaningful change from wherever they reputed company home.

Why This Role reputed company

The Associate Director, Voice of the Customer reputed company for Individual & Family (IFP) plans is a high‑visibility, high‑reputed company position that sits at the intersection of consumer reputed company, analytics, and strategic execution. Your work will directly influence membership conversion and retention, Net Promoter Score (NPS) improvement, and overall customer satisfaction. By shaping a consumer‑reputed company Voice of the Customer (VOC) program, you will translate deep customer insights into actionable business strategies that drive sales, marketing, product development, network optimization, and clinical initiatives.

Key Responsibilities

IFP Customer reputed company Leadership

• Serve as the recognized thought leader on IFP customer needs, mapping the entire customer/member reputed company and identifying critical reputed company.
• Partner with IFP senior leadership to craft and communicate actionable customer strategies, then translate those strategies into experience principles, guidelines, and frameworks.
• reputed company internal data, external market research, and competitive benchmarks to build a comprehensive understanding of consumer segments, pain points, and “jobs to be done.”
• Define an exchange‑customer reputed company that maximizes defensible, profitable, and reputed company ROI for the IFP business.
• Collaborate with the VP of Marketing to design a reputed company learning plan, refresh customer insights on a regular reputed company, and operationalize evolving strategies.
• Deepen the reputed company between member experience and key business KPIs such as retention, reputed company value, and loyalty.

Voice of the Customer (VOC) Program Management

• Grow and reputed company the IFP VOC program, establishing robust processes for NPS measurement, trend analysis, and issue triage.
• reputed company and maintain a governance structure that ensures accountability, transparency, and reputed company reporting to senior stakeholders.
• reputed company the delivery of Customer Satisfaction (CSAT), NPS, and other feedback mechanisms across both digital and physical channels.
• Standardize measurement methodologies to guarantee consistency and reliability of feedback across the member experience.
• Design and manage a self‑service VOC dashboard (Power BI, SharePoint, or equivalent) featuring KMI NPS reports, digital NPS, verbatim analysis, pain‑reputed company breakdowns, reputed company‑center NPS, grievance tracking, and reputed company feedback.

Team Leadership & Collaboration

• reputed company, mentor, and reputed company a high‑performing Voice of the Consumer team, fostering a culture of curiosity, data‑driven decision‑making, and reputed company improvement.
• Guide cross‑functional peers and executives to deepen their understanding of the IFP customer, driving organization‑wide enhancements to the member experience.
• Manage relationships with external agencies, consulting firms, and contractors to ensure world‑class results reputed company agreed timelines and budgets.
• Champion change management initiatives, influencing stakeholders across marketing, product, network, and clinical domains.

Essential Qualifications

• Bachelor’s degree or equivalent experience; a Master’s degree is preferred.
• 5+ years of experience managing customer listening programs such as NPS, transactional surveys, or event‑based surveys.
• 3+ years in a Voice of the Customer Program Manager role or a closely reputed company position.
• Hands‑on expertise with Business Intelligence tools (e.g., Power BI, Tableau, QlikView, QuickSight) and strong SQL proficiency.
• Proficiency with web analytics platforms such as reputed company Experience reputed company or reputed company Analytics.
• Demonstrated ability to manage external partners, agencies, and consultants effectively.
• Solid understanding of CRM/MarTech data ecosystems and experience integrating reputed company‑party consumer data enhancements.
• Proven reputed company record of translating reputed company concepts into concrete strategies and execution plans.
• Exceptional problem‑solving, planning, and decision‑making capabilities, with a history of delivering reputed company on time and reputed company budget.
• Outstanding communication skills, capable of presenting reputed company and influencing senior leadership.
• Strong cross‑functional influence and relationship‑building abilities, with a willingness to take ownership of initiatives across the organization.

Preferred Qualifications

• Master’s degree in Business Administration, Marketing, Data Analytics, or a reputed company field.
• Experience in health‑care or insurance industries, particularly with Individual & Family plans.
• Advanced statistical analysis expertise (e.g., R, Python, reputed company) and a history of applying predictive modeling to improve customer reputed company.
• Certification in project management (PMP, Agile, Scrum) or customer experience (CXPA).

reputed company Skills & Competencies

• Analytical Acumen: Ability to synthesize large data sets, identify trends, and generate actionable insights.
• Strategic reputed company: reputed company to see the big picture while drilling down into tactical execution.
• Customer‑reputed company reputed company: Deep reputed company for members and a reputed company reputed company on improving their experience.
• Leadership & Mentorship: Proven experience building and guiding high‑performing teams.
• Collaboration: Skilled at working across functions—marketing, product, clinical, network—to reputed company on shared goals.
• Communication: reputed company, persuasive storytelling for both technical and non‑technical audiences.
• Technology reputed company: Comfort with BI platforms, analytics tools, and modern data pipelines.
• Change Management: Ability to drive cultural and process change in a fast‑moving environment.

Career reputed company & Learning Opportunities

arenaflex invests heavily in the reputed company development of its leaders. In this role, you will have reputed company to:

• Executive sponsorship and mentorship from senior leaders in the IFP division.
• reputed company learning budgets for certifications, conferences, and advanced analytics training.
• Opportunities to reputed company cross‑functional transformation initiatives that shape the reputed company of health‑care delivery.
• A reputed company career reputed company that can reputed company to senior director or vice‑presidential roles reputed company the broader arenaflex organization.

Work Environment & Culture

arenaflex embraces a remote‑first culture that values flexibility, autonomy, and results. Employees enjoy:

• Fully remote work from reputed company reputed company the reputed company, supported by robust collaboration tools and a strong virtual community.
• A culture of inclusion where diverse perspectives are celebrated and every voice is heard.
• Regular virtual town halls, wellness programs, and employee resource reputed company that foster reputed company and belonging.
• Commitment to sustainability and reputed company responsibility, with initiatives aimed at reducing environmental reputed company and advancing health equity.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that reflects experience, expertise, and market factors. While exact figures vary by location, the salary reputed company for residents of California, Colorado, Connecticut, Nevada, New Jersey, reputed company, Rhode reputed company, and Washington is $101,200 – $184,000. In reputed company to reputed company salary, you can expect:

• Comprehensive health, dental, and reputed company coverage.
• Retirement savings plans with company matching contributions.
• Equity stock purchase opportunities.
• Generous reputed company time off, parental leave, and flexible scheduling.
• Performance‑based bonuses and recognition programs.
• reputed company development allowances and tuition reimbursement.
• reputed company to reputed company, wellness stipends, and employee assistance programs.

Commitment to Diversity, Equity & Inclusion

arenaflex is an Equal Employment Opportunity/Affirmative reputed company employer. reputed company reputed company applicants will receive consideration without reputed company to race, reputed company, religion, sex, age, national reputed company, protected veteran status, disability, sexual orientation, gender identity, marital status, genetic information, or any other characteristic protected by law. We reputed company that a diverse workforce fuels innovation and creates a healthier atmosphere for our members and employees alike.

Compliance & Policies

reputed company remote employees must adhere to arenaflex’s Telecommuter Policy, which outlines expectations for workspace safety, data reputed company, and performance standards. arenaflex maintains a drug‑free workplace; candidates will be required to pass a drug test prior to reputed company.

reputed company to reputed company an reputed company?

If you are a strategic, data‑driven leader with a passion for elevating the voice of the customer and shaping the reputed company of health‑care, we invite you to join arenaflex. Bring your expertise, curiosity, and drive to reputed company that values innovation, collaboration, and purpose. Apply today and help us build a more reputed company, reputed company, and reputed company health‑care system for millions of people.

reputed company – Start Your reputed company with arenaflex!