Introduction to arenaflex and the Industry
arenaflex is at the forefront of transforming the healthcare experience, creating healthier communities, and breaking down barriers to quality care. Our mission is to simplify the healthcare system, making it more responsive, affordable, and equitable for all. As a leader in the industry, we are committed to helping people live healthier lives and making the health system work better for everyone. Our dedication to diversity, equity, and inclusion is reflected in our mission, and we strive to create a workplace that is welcoming and inclusive for all employees.
Job Overview
We are seeking an experienced Associate Director, Voice of the Customer Strategy to join our team and play a critical 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 expertise in consumer research, net promoter score (NPS), customer and digital analytics will be essential in informing business strategies and driving results.
Primary 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
- 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
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 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. 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 mentorship programs, leadership development courses, and industry conferences. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
Work Environment and Company Culture
arenaflex is a dynamic and fast-paced work environment that is committed to innovation, creativity, and collaboration. Our company culture is built on a foundation of respect, empathy, and inclusivity, and we strive to create a workplace that is welcoming and inclusive for all employees. We offer a range of benefits and perks, including flexible working hours, remote work options, and a comprehensive benefits package.
Compensation, Perks, and Benefits
arenaflex offers a competitive salary range for this role, as well as a range of benefits and perks, including:
- A comprehensive benefits package, including medical, dental, and vision insurance
- Incentive and recognition programs, including bonuses and stock options
- Equity stock purchase and 401k contribution
- Flexible working hours and remote work options
- Opportunities for professional development and career growth
Conclusion
If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team as an Associate Director, Voice of the Customer Strategy. With your expertise and leadership, you will play a critical role in driving business growth, improving customer satisfaction, and enhancing the overall customer experience at arenaflex. Don't miss out on this opportunity to make a difference and grow your career with a dynamic and innovative company.
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