**Senior Manager Customer Experience Measurement – blithequark**

Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you have a knack for analyzing data and turning insights into actionable recommendations? If so, we invite you to join blithequark's Enterprise Customer Experience Team as a Senior Manager, Customer Experience Measurement. In this critical role, you will play a key part in shaping the future of healthcare by ensuring that our customers receive the best possible experience. **About blithequark** At blithequark, we are on a mission to revolutionize the healthcare industry by creating best-in-class experiences for our customers, members, clients, and colleagues. Our commitment to delivering enhanced human-centric healthcare is guided by our purpose: Bringing our heart to every moment of your health. Our Heart At Work Behaviors support this purpose, empowering our employees to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make healthcare more personal, convenient, and affordable. **The Role** As a Senior Manager, Customer Experience Measurement, you will be responsible for ensuring consistent and reliable measurement of the Aetna member experience and delivering actionable insights to key stakeholders across all our businesses. You will own Aetna member experience measurement programs, including on-going relationship and transactional survey programs, and work closely with third-party survey platform partners and CVS Health IT and data engineering colleagues to ensure successful deployment of these programs. **Key Responsibilities:** * Own Aetna member experience measurement programs, including on-going relationship and transactional survey programs * Ensure consistent and reliable measurement of Aetna member experience, including: + Work with third-party survey platform partners and CVS Health IT and data engineering colleagues to ensure successful deployment of relationship and transactional survey programs + Maintain survey questionnaires, working with leaders and business partners to ensure surveys meet the needs of business and conform to best practices + Set, maintain, and document survey weighting schemes and calculations for key performance metrics * Provide on-going standard and ad hoc reporting to Aetna business partners on member experience, including advanced analytics when applicable * Maintain survey platform dashboards, including self-serve improvements and revisions to platform and surveys * Provide strategic recommendations on continued evolution of CX Measurement programs, including revisions to survey, analysis of feedback, and new forms of measurement **Requirements:** * 7-10 years of experience in measuring and analyzing customer feedback, generating insights, 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 * 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 **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 **What We Offer:** * Competitive salary range: $82,940.00 - $182,549.00 * Bonus, commission, or short-term incentive program * Award target in the company's equity award program * Comprehensive benefits package, including medical, dental, and vision benefits * 401(k) retirement savings plan * Employee Stock Purchase Plan * Fully-paid term life insurance plan * Short-term and long-term disability benefits * Well-being programs * Education assistance * Free development courses * CVS store discount * Discount programs with participating partners * Paid Time Off (PTO) or vacation pay * Paid holidays throughout the calendar year **How to Apply:** If you are a motivated and experienced professional looking to make a difference in the healthcare industry, we encourage you to apply for this exciting opportunity. Please submit your application through our website by February 24, 2025. **Equal Employment Opportunity:** blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees. **About Our Culture:** At blithequark, we are proud of our culture and our commitment to sustainability, recognition programs, and our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, live for opportunities to collaborate and make a difference, and make us the #1 Top Workplace in the area. Apply for this job