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

Are you a seasoned professional with a passion for understanding customer needs and driving business growth through data-driven insights? Do you thrive in a fast-paced, dynamic environment where you can make a real impact on the lives of millions of people? If so, we invite you to join blithequark as an Associate Director, Voice of the Customer Strategy, and be part of a team that's revolutionizing the healthcare experience. **About blithequark** At blithequark, we're 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, regardless of their background or circumstances. As a company, we're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. **The Role** As an Associate Director, Voice of the Customer Strategy, you'll play a critical role in developing customer insights and managing customer strategy execution across the Individual & Family (IFP) customer and member journey. You'll 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. Through research, analytics, and testing, you'll participate in developing experience frameworks and guidelines and implement them with IFP leadership to drive annual and ongoing sales, marketing, product, network, and clinical strategies. **Primary 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 them 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, which includes: + Developing a report on key NPS metrics and trends + Monitoring performance, customer pain points, and NPS trends + Weekly reporting and triage of member issues + Submitting tickets and reporting resolution * Evolve and manage a governance structure to report on progress and drive accountability * Work with internal and external partners to 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 **You'll Enjoy** * The flexibility to work remotely from anywhere within the U.S. * The opportunity to work on challenging projects that make a real impact on the lives of millions of people * A dynamic and fast-paced work environment that's always evolving * A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off * Opportunities for professional growth and development, including training and education programs * A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that's welcoming and inclusive for everyone **Required 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 * 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 * 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 **Preferred Qualification** * Master's degree **Salary and Benefits** * The salary range for this role is $101,200 to $184,000, depending on location and experience * In addition to your salary, blithequark offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off * Opportunities for professional growth and development, including training and education programs * A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that's welcoming and inclusive for everyone **How to Apply** If you're a motivated and experienced professional who's passionate about understanding customer needs and driving business growth through data-driven insights, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your experience and qualifications for this role. We can't wait to hear from you! Apply for this job