Join arenaflex, a leading healthcare company, in shaping the future of healthcare by developing customer insights and managing customer strategy execution across the Individual & Family (IFP) customer and member journey. As an Associate Director, Voice of the Customer Strategy, you will play a high-visibility and high-impact role in driving overall membership conversion and retention, net promoter score improvement, and customer satisfaction.
**About arenaflex**
arenaflex is 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 healthcare system work better for everyone. 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.
**Job Summary**
The Associate Director, Voice of the Customer Strategy for IFP plans is a critical role that requires deep expertise in consumer research, net promoter score (NPS), customer and digital analytics. You will serve as the IFP thought leader and expert on the IFP Customer and Customer needs across the customer journey and operational areas. Your primary responsibilities will include:
* Developing customer insights and managing customer strategy execution across the IFP customer and member journey
* Growing and managing the IFP's Voice of the Customer (VOC) program, including developing a VOC Dashboard and reporting on key NPS metrics and trends
* 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
**Responsibilities**
### 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, including developing a VOC Dashboard and reporting on key NPS metrics and trends
* 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, and 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 team
**Qualifications**
### Required Qualifications
* 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 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 Qualification
* Master's degree
**Compensation and Benefits**
The salary range for this role is $101,200 to $184,000, depending on location and experience. arenaflex offers a comprehensive benefits package, including:
* Comprehensive health insurance
* 401(k) matching program
* Incentive and recognition programs
* Equity stock purchase
* Paid time off and holidays
* Flexible work arrangements
**Work Environment and Culture**
arenaflex is a remote-friendly company, and this role can be performed from anywhere within the U.S. We value diversity, equity, and inclusion and are committed to creating a workplace that is inclusive and respectful of all employees.
**How to Apply**
If you are a motivated and experienced professional looking for a challenging and rewarding role, please submit your application through our website. We look forward to hearing from you!
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