VoC Insights and Strategy, Director
Elevance Health

Job Info

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Description

The VoC Insights and Strategy Director is responsible for the development and execution of Voice of the Customer (VoC) programs to help transform the customer experience, retain profitable membership, and drive business growth. Primary duties may include, but are not limited to:

• Acts as a partner in strategic/business planning by leveraging VoC data insights
• Integrates and organizes customer data from multiple sources to illuminate holistic view of the customer experience
• Identifies gaps and opportunities, delivers strategies, and recommends plans based on actionable insights
• Champions the voice of the customer and collaborates with cross-functional teams to transform the customer experience
• Designs, implements, and manages VoC survey programs to gather feedback from customers at various touchpoints in their journey
• Conducts in-depth analysis of survey responses using advanced analytical techniques and tools to uncover actionable insights
• Sets and measures targets, develops predictive models to forecast KPIs such as Consumer Effort, NPS and Satisfaction
• Reports customer insights derived from VoC programs in an insightful, actionable manner and refines in-platform reporting to enhance self-serve capability
• Coordinates the development and communication of annual Research & Analysis plan.
• Executes research plans and manages budget.

Requirements:

• a BA/BS degree and a minimum of 7 years of related experience; or any combination of education and experience, which would provide an equivalent background.

Preferred Qualifications:

• Experience with Voice of Customer SaaS platforms such as Medallia, Qualtrics, or others.
• Strong expertise in survey methodologies and managing VoC survey programs.
• Strong communication skills to effectively collaborate with cross-functional teams.
• Clinical experience and/or knowledge of patient experience and managed care preferred.
• Excellent problem-solving skills and proactive mindset.
• Familiar with Analytics Software like Snowflake and Business Intelligence (BI) systems such as Tableau and/or ThoughtSpot.
• Travels to worksite and other locations as necessary.
• MBA preferred.

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities - and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.comfor assistance.

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