Introduction to blithequark
At blithequark, we are dedicated to 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, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
As a leader in the healthcare industry, blithequark is constantly seeking innovative ways to improve the customer experience and drive business growth. We are now seeking an experienced Associate Director of Voice of the Customer Strategy for Individual and Family Plans to join our team and help us achieve our mission. This is a high-visibility and high-impact role that will be responsible for developing customer insights and managing customer strategy execution across the Individual and Family Plans customer and member journey.
Job Summary
The Associate Director of Voice of the Customer Strategy for Individual and Family Plans will be responsible for growing and managing the Voice of the Customer program, developing customer insights, and translating customer strategies into actionable business strategies. This leader will work closely with cross-functional teams to drive annual and ongoing sales, marketing, product, network, and clinical strategies. The ideal candidate will have deep expertise in consumer research, net promoter score (NPS), customer and digital analytics, and a proven track record of driving business growth and customer satisfaction.
Key Responsibilities
- Serve as the thought leader and expert on the Individual and Family Plans customer and customer needs across the customer journey and operational areas
- Work with leadership to determine and communicate actionable customer strategies and participate in translating into Experience principles, guidelines, and frameworks that address touchpoints across the Individual and Family Plans customer/member journey
- Leverage internal and external resources to understand, document, and internalize knowledge throughout the Individual and Family Plans 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 Individual and Family Plans 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
- Grow and manage the Individual and Family Plans' 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 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 Individual and Family Plans 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, and Unstructured Feedback
Team Leadership
The Associate Director of Voice of the Customer Strategy for Individual and Family Plans will lead peers and executives to understand the Individual and Family Plans customer and better the Customer/Member experience. This leader will manage the performance of internal and external partners to provide world-class results within agreed-upon timelines and budgets and lead, mentor, and grow the Individual and Family Plans' Voice of the Consumer team.
Requirements and Qualifications
To be successful in this role, the ideal candidate will have:
- 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 for this role.
Career Growth and Development
At blithequark, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including leadership development, mentorship, and career coaching. Our goal is to help our employees build the skills and knowledge they need to succeed in their current roles and to prepare them for future opportunities.
Work Environment and Company Culture
At blithequark, we are proud of our diverse and inclusive workplace culture. We believe that diversity creates a healthier atmosphere and that everyone deserves the opportunity to live their healthiest life. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
We offer a range of benefits and perks, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. We also offer a flexible work environment, including the option to work remotely, and a range of wellness programs to help our employees maintain a healthy work-life balance.
Compensation and Benefits
The salary range for this role is competitive and will be based on a range of factors, including experience, qualifications, and location. We also offer a range of benefits and perks, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution.
Conclusion
If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Associate Director of Voice of the Customer Strategy for Individual and Family Plans role at blithequark. This is a unique opportunity to join a leading healthcare organization and to make a real difference in the lives of our customers. We look forward to hearing from you.
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