Experienced Associate Director, Voice of the Customer Strategy – Remote

Join blithequark, a pioneering force in simplifying the health care experience, creating healthier communities, and removing barriers to quality care. As an Associate Director, Voice of the Customer Strategy, you will play a pivotal role in shaping the future of healthcare by developing customer insights and managing customer strategy execution across Individual & Family (IFP) plans. Your work will have a profound impact on the lives of millions of people, making a tangible difference in their health and well-being.About blithequarkAt blithequark, we're committed to creating a healthier world by making healthcare more responsive, affordable, and equitable. 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, location, or income. As a leader in the healthcare industry, we're dedicated to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.Role OverviewAs an Associate Director, Voice of the Customer Strategy, you will be responsible for developing customer insights and managing customer strategy execution across the IFP customer and member journey. Your primary responsibilities will include:* 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+ Leverage internal and external resources to understand, document, and internalize knowledge throughout 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 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 that includes:- Develop a report on key NPS metrics and trends, monitor performance, customer pain points, and NPS trends- Weekly reporting and triage member issues, submit tickets, and report resolution- Evolve and manage a governance structure to report on progress and drive accountability- Work with internal and external partners and deliver IFP 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- Unstructured Feedback* 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 teamRequirements* 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 bolthires 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 opportunitiesPreferred Qualification* Master's degreeCompensation and BenefitsThe salary range for this role is $101,200 to $184,000, depending on location and experience.In addition to your salary, blithequark offers a comprehensive benefits package, including:* Comprehensive health insurance* 401(k) contribution* Equity stock purchase* Incentive and recognition programs* Paid time off and holidays* Flexible work arrangementsWork Environment and CultureAs a remote employee, you will have the flexibility to work from anywhere within the U.S. and enjoy a work-life balance that suits your needs. Our company culture is built on collaboration, innovation, and a passion for making a difference in people's lives.We're committed to creating a diverse and inclusive work environment that values and respects all employees. If you're a motivated and experienced professional looking to make a meaningful impact in the healthcare industry, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. Equal Employment Opportunityblithequark is an Equal Employment Opportunity/Affirmative Action employer and 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.