Are you a seasoned professional with a passion for driving customer-centric strategies and a knack for leveraging data to inform business decisions? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! arenaflex is seeking an experienced Associate Director, Voice of the Customer Strategy to join our team and help shape the future of our business.
**About arenaflex**
arenaflex is a leading healthcare company that's dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. We're a company that's passionate about making a difference in people's lives, and we're looking for talented individuals like you to join our team and help us achieve our mission.
**The Role**
As an Associate Director, Voice of the Customer Strategy, you'll be responsible for developing customer insights and managing customer strategy execution across the Individual & Family (IFP) customer and member journey. You'll work closely with our leadership team to determine and communicate actionable customer strategies, and you'll participate in translating customer insights into business strategies that drive growth and profitability.
**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 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 report on key NPS metrics and trends, monitoring performance, customer pain points, and NPS trends, weekly reporting, and triage member issues
* Evolve and manage a governance structure to report on progress and drive accountability
* Work with internal and external partners to 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
**Requirements**
* 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**
* Competitive salary range: $101,200 to $184,000
* Comprehensive benefits package, including medical, dental, and vision insurance
* Incentive and recognition programs
* Equity stock purchase
* 401(k) contribution
* Telecommuter policy
**Diversity, Equity, and Inclusion**
* arenaflex 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.
**How to Apply**
If you're a motivated and results-driven professional who is passionate about driving customer-centric strategies and making a difference in people's lives, we want to hear from you! Please submit your application without delay. We're excited to hear from talented candidates like you!