Introduction to arenaflex and the Industry
arenaflex is at the forefront of simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. As a leader in the healthcare industry, we are committed to making a positive impact on the lives of millions of people. 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, and we are dedicated to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
Job Overview
We are seeking an experienced Associate Director, Voice of the Customer Strategy to join our team and play a key role in developing customer insights and managing customer strategy execution across the Individual & Family (IFP) customer and member journey. As a high-visibility and high-impact leader, you will be responsible for driving business growth, improving customer satisfaction, and enhancing the overall customer experience. Your success will be measured by overall membership conversion and retention, net promoter score improvement, and customer satisfaction.
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 to track key NPS metrics and trends, monitoring performance, customer pain points, and NPS trends, and submitting tickets and reporting resolution
- Evolving and managing a governance structure to report on progress and drive accountability
- Working with internal and external partners to deliver IFP Customer Satisfaction (CSAT), NPS (Net Promoter Score), and other customer feedback
- Overseeing proper and consistent Customer feedback measurement methodologies across the Customer and Member experiences
- Developing and maintaining a VOC Dashboard (Power BI or SharePoint) that includes KMI NPS Reports, Digital NPS report, Verbatims, Pain point Analysis by journey, Calls NPS, Grievances & Complaints, and Unstructured Feedback
Team Leadership
- 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
Essential Qualifications
To be successful in this role, you will need:
- A 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 Qualifications
A Master's degree is preferred, but not required.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to helping our employees grow and develop in their careers. As an Associate Director, Voice of the Customer Strategy, you will have access to a range of training and development opportunities, including:
- Leadership development programs
- Mentorship opportunities
- Training and development courses
- Conference and event attendance
- Opportunities to work on high-visibility projects and initiatives
Work Environment and Company Culture
arenaflex is a dynamic and fast-paced work environment that is committed to making a positive impact on the lives of our customers and employees. Our company culture is built on a foundation of:
- Respect and inclusivity
- Collaboration and teamwork
- Innovation and creativity
- Continuous learning and development
- A commitment to diversity, equity, and inclusion
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including a salary range of $101,200 to $184,000, depending on experience and location. We also offer a range of perks and benefits, including:
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase and 401k contribution
- Flexible work arrangements, including remote work options
- Opportunities for professional development and growth
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, Voice of the Customer Strategy position at arenaflex. As a leader in the healthcare industry, we are committed to making a positive impact on the lives of our customers and employees, and we believe that this role will be a key part of our success. Apply now to join our team and start making a difference in the lives of millions of people.
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