Senior Manager Customer Experience Measurement – blithequark

Introduction to blithequark At blithequark, we are driven by a single, clear purpose: to bring our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose, empowering every colleague to feel valued and play a significant role in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable. Job Overview blithequark is on a journey to become the most consumer-centric health company by creating best-in-class experiences for customers, members, clients, and colleagues. The Enterprise Customer Experience Team is responsible for measuring and driving action on consumer feedback and establishing a consumer-centric culture at blithequark. This work is powered by innovative data-driven approaches that generate actionable insights to both solve customer pain points and surprise and delight our consumers. The Senior Manager, Customer Experience (CX) Measurement – blithequark plays a critical role in helping blithequark achieve this goal, focusing on ensuring consistent and reliable measurement of the member experience and delivering actionable insights to key stakeholders across all our businesses. Key Responsibilities Owning member experience measurement programs, including ongoing relationship and transactional survey programs. Ensuring consistent and reliable measurement of member experience, including: Working with third-party survey platform partners and blithequark IT and data engineering colleagues to ensure successful deployment of relationship and transactional survey programs. Maintaining survey questionnaires, working with leaders and business partners to ensure surveys meet the needs of the business and conform to best practices. Setting, maintaining, and documenting survey weighting schemes and calculations for key performance metrics. Providing ongoing standard and ad hoc reporting to business partners on member experience, including advanced analytics when applicable. Maintaining survey platform dashboards, including self-serve improvements and revisions to the platform and surveys. Providing strategic recommendations on the continued evolution of CX Measurement programs, including revisions to surveys, analysis of feedback, and new forms of measurement. Qualifications Essential Qualifications 7-10 years of experience in measuring and analyzing customer feedback, generating insights and implications, and using the resulting insight to drive change/influence the customer experience. 1 year of experience owning and running customer experience survey programs. 1 year of experience with Medallia, Qualtrics, and other customer experience measurement platforms. Preferred Qualifications Experience in the Healthcare Insurance Industry. Ability to analyze structured and unstructured data using multiple tools and communicate those results to a diverse audience, including senior leaders. Proven ability to perform and interpret statistical analysis to tell data-driven stories that can lead to actionable insights. Proven ability to build relationships across large and complex organizations and to communicate effectively and influence senior leadership. Strong Microsoft Office Suite, especially PowerPoint and Excel, and document management skills. Programming experience (R, Python, SAS, SPSS, etc.) and familiarity handling large datasets is a plus but is not required. Experience managing vendor relationships and implementing new platforms. Demonstrated ability to thrive in highly complex environments. Education and Compensation A Bachelor's Degree or equivalent experience (4 Years) is required for this role. The typical pay range for this role is $82,940.00 - $182,549.00, representing the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors. This position is eligible for a blithequark bonus, commission, or short-term incentive program in addition to the base pay range listed above. It also includes an award target in the company's equity award program. Benefits and Work Environment In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. blithequark offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The company provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. blithequark also offers numerous well-being programs, education assistance, free development courses, a store discount, and discount programs with participating partners. As for time off, company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Career Growth and Learning At blithequark, we are committed to the growth and development of our colleagues. This role offers opportunities to work with a talented team of professionals who are passionate about customer experience and healthcare. You will have the chance to develop your skills in data analysis, stakeholder management, and strategic planning, as well as contribute to the evolution of our customer experience measurement programs. Our culture values innovation, collaboration, and continuous learning, providing a supportive environment for you to thrive and advance in your career. Conclusion If you are a motivated and experienced customer experience professional looking to make a meaningful impact in the healthcare industry, we encourage you to apply for the Senior Manager Customer Experience Measurement role at blithequark. Join our team of dedicated professionals who are passionate about delivering exceptional customer experiences and contributing to the future of healthcare. Apply now and become part of a company that truly puts its heart into every moment of your health. 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