Director, Voice of the Customer (VoC)

Softheon builds software and automation solutions for health insurers and government health agencies. Help shape the future of health tech while working from home with incredible benefits that reflect our commitment to expanding access to quality insurance. Work for a fast-growing, established, and profitable company where you can power what’s next in healthcare.

Position Summary:

The Director, Voice of the Customer (VoC) executive is responsible for designing and facilitating a programmatic approach to executive customer advisory councils, user groups and quantitative customer feedback across multiple business units and product portfolios. A well-run program will provide a consistent experience for Softheon customers and ensure that customer input is at the heart of strategy and roadmap decisions. The role will not only focus on the process of Voice of the Customer, but also being a solution evangelist and nurturing a diverse audience of customer participants for the program. The Director, Voice of the Customer will partner cross-functionally with corporate strategy, business unit leadership, marketing, sales, product management, engineering and design to build programs and content that capture the right insights from the right customer audience at the right times. The ideal candidate will have a passion for improving the customer experience, being a solution evangelist and a desire to work for a mission driven organization changing the business of healthcare. Please note that the requirements of this role are beyond the 9am - 6pm scope. It is expected that all managers are available to the organization when needed.

Requirements

Key Responsibilities (include but not limited to):

• Work with Product Marketing on preparation, event success, event lessons learned and more from the Softheon Executive Advisory Council (EAC).
• Drive the Voice of the Customer to influence the company's roadmap and strategy by working backwards from our customers' needs.
• Partner with product management & business leadership, to lead design of new customer insight & feedback management programs. This includes executive advisory councils, survey methodologies and reporting.
• Develop the VoC engagement roadmap, which establishes a prioritization framework and top-to-tackle list for which new sessions, programs and customer research can address.
• Partner with client-facing teams to identify and nurture a diverse group of Voice of the Customer program participants and being a solution evangelist.
• Build strong relationships with team members in Product, Engineering & Design to support Voice of the Customer activities, content and needs.
• Gather qualitative feedback on market trends, Softheon solutions and unsolved customer problems for VoC sessions.
• As our solution evangelist, lead cross functional sessions with diverse groups of company leadership to highlight common themes and pain points.
• Analyze qualitative and quantitative data to help Softheon continuously improve its Voice of the Customer program and product/service offering.
• Become a subject matter expert on Softheon’s solutions and Voice of Customer methodologies and tools, both quantitative and qualitative solutions.

Qualifications

• Bachelor's degree in a related field
• 15+ years of work experience in consulting, finance, product operations, program or project management, or customer support, preferably in a B2B environment.
• 10+ years of work experience managing direct and matrix teams
• 5+ years of work experience implementing Voice of the Customer programs, particularly for large, matrixed organizations
• 5+ years of work experience in product management or previous experience working directly with product and engineering teams.
• Exceptional ability to build relationships and influence colleagues inside and outside of your immediate team in a cross-functional environment.
• Excellent communication skills, ability to simplify complex topics and adjust delivery for a variety of stakeholders (senior leaders to field operators); ability to influence and serve as a confident SME on VoC programs
• Demonstrated ability to manage multiple projects and processes to achieve commitments / results.
• Comfortable working with structured and unstructured data to create visually appealing and digestible presentations, dashboards, and reports.
• Market and user research experience.
• Demonstrated passion for Customer Experience

Benefits

When you join Softheon, you will:

• Have an opportunity to add value to a diverse team of innovative professionals

• Rise to new challenges everyday
• Receive com