Head of Voice of Customer Programs

Company Overview:

Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody.  Our two primary products – BlinkRx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients. 

BlinkRx is the world’s first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can’t afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn’t have the medication in stock. 

We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!

The Role:

The Patient Services Operations team is at the forefront of the company mission to bring affordable prices and deliver the best possible experience for all of our customers. To continuously enhance and safeguard the customer experience we are searching for a gritty, positive, and resilient leader to constantly be on the look out for ‘canaries in the coal mine’, who represents the Voice of the Customer across the organization while collaborating cross-functionally. In this role, you will leverage data, anecdotes, escalation deep dive findings, and outputs from the Quality Assurance program to design intuitive, trustworthy experiences that make life simpler for customers. The role has four areas of ownership: 1) Voice of Customer Insights & Mechanisms, 2) Customer Connections, and 4) Executive Escalation Management. This is a new role and therefore a true greenfield opportunity to build something from (almost) scratch. 

What you’ll do:

Voice of Customer Insights & Mechanisms 

• You will build a Voice of Customer Insights & Mechanisms program. 
• You will develop and implement a comprehensive survey strategy for collecting, analyzing and reporting out on Net Promoter Score (NPS), and Customer Satisfaction (CSAT) feedback. 
• You will utilize insights from customer feedback to drive product improvements, enhance the customer experience, and increase customer satisfaction and loyalty.
• You will develop and implement strategies to effectively communicate customer insights and recommendations to internal stakeholders.
• You will develop a cadence for reporting regularly to stakeholders on key metrics across NPS, CSAT and more.

Executive Escalation Management: 

• You will build an intake and handling mechanism for any and all escalations received externally or internally. 
• You and your team are the first line of defence to ensure we take care of the customer first and foremost. 
• You will build a robust Correction of Errors (COE) template and process to standardize how we deep dive when things break: determine the root cause, and work cross-functionally to determine mitigating actions which will fix the issue forevermore. 
• You will ensure that countermeasures are implemented and inspected to ensure they fixed the issue. 

Customer Connections 

• You will develop a Customer Connections Program where all (senior) leaders across the organization stay connected to what customers are telling us, and are experiencing, when they contact us. 
• Whether it is a remote, online facilitated listening session to curated customer contacts to highlight certain customer pain points which need fixing, or an in person side by side listening session at one of our Customer Support Centers, this program will cater for it all. 
• Post each session, you will host a discussion to gather observations and commitment to solving the pain points observed. 

Cross-Functional Collaboration:

• Partner closely with Operations, Product,  Engineering, Marketing, Growth, etc. teams to ensure alignment on VoC strategies.
• Act as a liaison between customer and internal teams, advocating for customer needs and driving alignment on product priorities.
• This role serves as a critical link between executive leadership and operational teams, directly influencing Blink's growth trajectory.
• You'll balance competing priorities including Patients, Pharmaceutical Manufacturers, Pharmacies, and Medical Provider offices experience, and cost-to-serve metrics while operati