Experienced Associate Director of Voice of the Customer Strategy for Individual and Family Plans - Remote Opportunity to Drive Business Growth and Customer Satisfaction through Data-Driven Insights and Strategic Leadership

Introduction to arenaflex At arenaflex, we are dedicated to transforming the healthcare experience by creating healthier communities, removing barriers to quality care, and making the healthcare system more responsive, affordable, and equitable. Our mission is to help people live healthier lives, and we believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. 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 Associate Director of Voice of the Customer Strategy for Individual and Family Plans to join our team. This high-visibility and high-impact role is responsible for developing customer insights and managing customer strategy execution across the Individual and Family Plans (IFP) customer and member 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 is a remote opportunity, allowing you to work from anywhere within the U.S. and enjoy the flexibility and autonomy that comes with it. Key Responsibilities The Associate Director of Voice of the Customer Strategy will be responsible for the following key areas: 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. 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 overseeing proper and consistent Customer feedback measurement methodologies across the Customer and Member experiences. 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. 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 skills 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 arenaflex, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). We are committed to creating a diverse and inclusive work environment that reflects the communities we serve. We believe that diversity creates a healthier atmosphere and 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 arenaflex, we are committed to creating a work environment that is collaborative, innovative, and supportive. We believe in empowering our employees to take ownership of their work and providing them with the resources and tools they need to succeed. Our company culture is built on a foundation of respect, integrity, and a passion for making a difference in the lives of our customers and communities. We are a drug-free workplace and require all employees to pass a drug test before beginning employment. Compensation and Benefits The salary range for this role is competitive and based on several factors, including education, work experience, certifications, and location. We offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401k matching program and paid time off. 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 arenaflex. This is a unique opportunity to join a team of dedicated professionals who are passionate about making a difference in the lives of our customers and communities. Apply today and take the first step towards a rewarding and challenging career with arenaflex! Apply for this job