Director, Voice of Customer and Journeys - Remote

Our work matters. We help people get the medicine they need to feel better and live well.  We do not lose sight of that. It fuels our passion and drives every decision we make.

Job Posting Title

Director, Voice of Customer and Journeys - Remote

Job Description

The Director Voice of Customer and Journeys oversees teams that drive continuous improvement of the overall company brand experience across all of Prime’s customers, including members, health plans, employers, providers, consultants and other audiences. The director leads teams that consult, provide insights from voice of customer (VOC) and lead experience design and journey management efforts to improve strategic decisions and drive action via implementing and enabling feedback loops, including the Net Promoter System (NPS). The director is a subject matter expert in brand and customer insights and experiences, serving as a trusted partner and thought leader that collaborates closely across all departments at Prime.

Responsibilities

• Drive the consultation and delivery of insights and recommendations from the voice of Prime’s Business-to-Business and Business-to-Consumer customers: health plans, employer groups, providers, consultants, members, employees and other stakeholders; apply VOC expertise to support consultation with key stakeholders and translate business needs into clear VOC goals and methodology
• Lead the execution of quantitative and qualitative VOC, monitoring of customer experience trends and proactively providing actionable insights and recommendations to inform strategic efforts; oversee selection, implementation and maintenance of effective and user-friendly tools used to gather and respond to customer feedback
• Lead brand, customer and product experience improvements by enabling and managing closed-loop feedback systems such as the Net Promoter System’s inner loop, huddle and outer loop; enables systematic stakeholder actions based on VOC such that feedback loops are closed effectively and customer needs are addressed in a timely manner
• Oversee team that develops and maintains understanding of customer journeys to identify brand and customer experience improvement opportunities; coach team to utilize personas, journey mapping and other techniques to influence an optimal brand and customer experience, including with products and other key touchpoints
• Identify, establish and foster collaborative, cross-functional relationships with leadership across Prime, including marketing, communications, sales, account management, innovation, product teams, human resources and other areas to consult on and show the value of bringing VOC to strategic decisions. Influence Prime to adopt and foster a culture of data-driven, customer-centric decision-making.
• Oversee the dissemination of VOC insights to various stakeholders to influence an exceptional brand and customer experience, including with Prime’s products and services; collaborate with HR leadership to integrate employee and customer experience
• Manage department staffing, performance, and development, and consistently demonstrate Prime’s leadership expectations during interactions with direct reports, cross functional and external stakeholders
• Oversee the analysis of VOC feedback and other data using analytics and statistical techniques including helping interpret data and identify trends and experience improvement opportunities, coaching the team to create story-driven, concise deliverables and influential, engaging presentations that clearly communicate actionable insights and strategic recommendations to influence leadership and other stakeholders
• Serve as company Subject Matter Expert on driving continuous improvement of enterprise brand and customer experience; stay abreast of the latest best practices, techniques, technologies and trends and establish and foster key external relationships (e.g., suppliers and other network contacts) to continually improve the CX/VOC program
• Other duties as assigned

Education & Experience

• Bachelor’s degree in business, marketing or related area of study, or equivalent combination of education and/or relevant work experience

• 8 years of experience in market research, customer experience, voice of the customer, customer insights, competitive insights or related roles
• 5 years of leadership/people management experience

Must be eligible to work in the United States without the need for work visa or residency sponsorship.

Additional Qualifications

• Strong interpersonal and consulting skills; ability to earn people’s trust and work collaboratively across all departments and all seniority levels