Introduction to blithequark and the Industry
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, regardless of their background or circumstances. As a leader in the healthcare industry, blithequark is committed to mitigating its impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
The healthcare industry is constantly evolving, and at blithequark, we are at the forefront of this change. We are committed to innovation, customer satisfaction, and employee growth and development. Our team is passionate about making a difference in the lives of millions of people, and we are looking for like-minded individuals to join us on this journey.
Job Overview
The Associate Director, Voice of the Customer Strategy for Individual and Family Plans is a high-visibility and high-impact role 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 role requires deep expertise in consumer research, net promoter score (NPS), customer and digital analytics, as well as action orientation, critical thinking, and solid communication skills. The ideal candidate will have a proven track record of success in a similar role, with experience in managing customer listening posts, such as NPS programs, transactional survey programs, or event-based surveys.
Key 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 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 the 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 a 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, 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
- Evolving and managing a governance structure to report on progress and drive accountability
- Working with internal and external partners to deliver IFP Customer Satisfaction (CSAT), NPS (Net Promoter Score), and other customer feedback
- Overseeing proper and consistent Customer feedback measurement methodologies across the Customer and Member experiences
- Developing and maintaining 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
- Leading peers and executives to understand the IFP customer and better the Customer/Member experience
- Managing performance of internal and external partners to provide world-class results within agreed-on timelines and budgets
- Leading, mentoring, and growing IFP's Voice of the Consumer team
Essential Qualifications
- Bachelor's degree OR 5+ years of experience managing customer listening posts, such as NPS programs, transactional survey programs, or event-based surveys
- 5+ years of experience managing customer listening posts, such as NPS programs, transactional survey programs, or event-based surveys
- 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 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. 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
- Master's degree
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. We offer a range of training and development programs, including mentorship, coaching, and leadership development. Our employees have the opportunity to work on complex and challenging projects, and to develop their skills and expertise in a supportive and collaborative environment.
We also offer a range of benefits, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. Our employees are rewarded and recognized for their performance, and we provide clear direction on what it takes to succeed in their role, as well as development opportunities for other roles they may be interested in.
Work Environment and Company Culture
At blithequark, we are committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. We believe in diversity, equity, and inclusion, 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.
We offer a range of programs and initiatives to support the well-being and success of our employees, including flexible work arrangements, employee resource groups, and diversity and inclusion training. Our employees are passionate about making a difference in the lives of millions of people, and we are looking for like-minded individuals to join us on this journey.
Compensation, Perks, and Benefits
We offer a competitive salary range, as well as a range of benefits, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. Our employees are rewarded and recognized for their performance, and we provide clear direction on what it takes to succeed in their role, as well as development opportunities for other roles they may be interested in.
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, Voice of the Customer Strategy for Individual and Family Plans position at blithequark. This is a unique opportunity to join a team of passionate and dedicated professionals who are committed to making a difference in the lives of millions of people.
We are looking for individuals who share our values and are committed to excellence, innovation, and customer satisfaction. If you are a team player who is passionate about making a difference, we encourage you to apply for this exciting opportunity.
Apply now to join our team and start making a difference in the lives of millions of people. We look forward to receiving your application and discussing this opportunity further with you.
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