Introduction to arenaflex
At arenaflex, we are dedicated to transforming the healthcare experience by creating healthier communities, removing barriers to quality care, and making the healthcare system more responsive, affordable, and equitable. Our mission is to help people live healthier lives, and 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, we are committed to mitigating our impact on the environment and delivering equitable care that addresses health disparities and improves health outcomes.
Job Overview
We are seeking an experienced Associate Director of Voice of the Customer Strategy for Individual and Family Plans to join our team. This high-visibility and high-impact role is responsible for developing customer insights and managing customer strategy execution across the customer and member journey. The successful candidate will be a strategic leader with a deep understanding of consumer research, net promoter score (NPS), customer and digital analytics, and a proven track record of driving business growth and customer satisfaction through data-driven insights.
Key Responsibilities
- Serve as the thought leader and expert on 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 customer/member journey
- Leverage internal and external resources to understand, document, and internalize knowledge throughout the market, related consumer segments, competitive benchmark, customer pain points/needs, and jobs to be done in the addressable exchange market
- Determine and communicate a customer strategy that will drive the most defensible, profitable, and scalable ROI for the business
- 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 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 customer satisfaction (CSAT), NPS, and other customer feedback
- Oversee proper and consistent customer feedback measurement methodologies across the customer and member experiences
- Develop and maintain a VOC dashboard that includes KMI NPS reports, digital NPS reports, verbatims, pain point analysis by journey, calls NPS, grievances and complaints, and unstructured feedback
Team Leadership
The Associate Director will lead peers and executives to understand the customer and better the customer/member experience. They will manage the performance of internal and external partners to provide world-class results within agreed-upon timelines and budgets. The successful candidate will also lead, mentor, and grow the Voice of the Consumer team.
Requirements and Qualifications
To be successful in this role, the 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 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, and 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
- 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
- Proven solid communicator; capable of effectively presenting ideas and selling concepts and tactics at an executive level
- 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, but not required.
Career Growth and Development
At arenaflex, we are committed to the growth and development of our employees. We offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. Our employees have access to a wide range of training and development programs, including leadership development, mentorship, and career coaching. We believe in promoting from within and offer opportunities for advancement and career growth.
Work Environment and Company Culture
At arenaflex, we value diversity and inclusion and believe that everyone deserves the opportunity to live their healthiest life. We are committed to creating a work environment that is inclusive, respectful, and supportive of all employees. Our company culture is built on a foundation of integrity, compassion, and innovation, and we strive to make a positive impact on the communities we serve.
Compensation and Benefits
We offer a competitive salary range and a comprehensive benefits package, including medical, dental, and vision insurance, 401k matching, and paid time off. Our employees are also eligible for incentive and recognition programs, equity stock purchase, and career development opportunities.
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 of Voice of the Customer Strategy position at arenaflex. This is a unique opportunity to join a team of dedicated professionals who are passionate about transforming the healthcare experience and making a positive impact on the lives of millions of people. Apply today and take the first step towards a rewarding and challenging career at arenaflex.
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