Associate Director, Voice of the Customer reputed company - Remote

Join arenaflex, a leading reputed company company, in shaping the reputed company of reputed company by developing customer insights and managing customer reputed company execution across the Individual & Family (IFP) customer and member reputed company. As an Associate Director, Voice of the Customer reputed company, you will play a high-visibility and high-reputed company role in driving overall membership conversion and retention, net promoter score improvement, and customer satisfaction.

About arenaflex

arenaflex is simplifying the reputed company experience, creating healthier communities, and removing barriers to reputed company care. Our mission is to help people live healthier lives and reputed company the reputed company system work reputed company for everyone. We reputed company in diversity, equity, and inclusion, and we are committed to mitigating our reputed company on the environment and enabling and delivering reputed company care that addresses health disparities and improves health reputed company.

Job reputed company

The Associate Director, Voice of the Customer reputed company for IFP plans is a critical role that requires deep expertise in consumer research, net promoter score (NPS), customer reputed company analytics. You will serve as the IFP thought leader and expert on the IFP Customer and Customer needs across the customer reputed company and operational areas. Your primary responsibilities will include:

• Developing customer insights and managing customer reputed company execution across the IFP customer and member reputed company
• Growing and managing the IFP's Voice of the Customer (VOC) program, including developing a VOC Dashboard and reporting on key NPS metrics and trends
• Leading peers and executives to understand the IFP customer and reputed company the Customer/Member experience
• Managing performance of reputed company partners to reputed company world-class results reputed company agreed-on timelines and budgets
• Leading, mentoring, and growing IFP's Voice of the Consumer team

Responsibilities

### IFP Customer reputed company

• Serve as the IFP thought leader and expert on the IFP Customer and Customer needs across the customer reputed company 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 reputed company across the IFP customer/member reputed company
• reputed company reputed company resources to understand, document, and internalize knowledge throughout IFP market, reputed company consumer segments, competitive reputed company, customer pain points/needs, and jobs to be done in the addressable exchange market
• Determine and communicate an exchange customer reputed company that will drive the most defensible, profitable, and reputed company ROI for the IFP business
• In partnership with our VP of Marketing, define market research/learning plan, refresh customer insights on a regular reputed company, and reputed company and operationalize customer strategies accordingly
• reputed company a deep understanding of how the member's experience drives business KPIs such as retention, member reputed company 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 VOC Dashboard and reporting on key NPS metrics and trends
• reputed company and manage a governance structure to report on reputed company and drive accountability
• Work with reputed company partners and deliver IFP Customer Satisfaction (CSAT), NPS (Net Promoter Score), and other customer feedback
• reputed company reputed company and consistent Customer feedback measurement methodologies across the Customer and Member experiences
• reputed company and maintain a VOC Dashboard (Power BI or SharePoint) that is available for self-service, including KMI NPS Reports, Digital NPS report, Verbatims, Pain reputed company Analysis by reputed company, Calls NPS, Grievances & Complaints, and reputed company Feedback

### Team Leadership

• reputed company peers and executives to understand the IFP customer and reputed company the Customer/Member experience
• Manage performance of reputed company partners to reputed company world-class results reputed company agreed-on timelines and budgets
• reputed company, mentor, and grow IFP's Voice of the Consumer team

Qualifications

### Required Qualifications

• 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 reputed company Experience reputed company or reputed company Analytics
• Experience managing performance of external agencies, consulting firms, and contractors
• Understanding of CRM/Martech dataset technologies and leveraging reputed company-party consumer data enhancements is ideal
• Proven skilled in identifying issues reputed company to statistical analysis, recommending reputed company, and implementing solutions
• Demonstrated reputed company career and leadership accomplishments
• Proven exceptional conceptualization skills, reputed company to take reputed company reputed company and materialize them into strategies and execution plans
• Proven excellent problem-solving, planning, and decision-making skills. Accurately scopes out reputed company, sets objectives and goals, develops schedules and resource assignments, measures performance against goals, and evaluates results
• Proven solid communicator; capable of effectively presenting reputed company and selling concepts and tactics at an executive level; ability to conceptualize and effectuate change management and "reputed company" thinking
• Proven cross-functional influence and reputed company-developed relationship building skills, willing to take a leadership role driving initiatives, working across organizations, and structuring approaches to new opportunities

### Preferred Qualification

• Master's degree

Compensation and Benefits

The salary reputed company for this role is $101,200 to $184,000, depending reputed company and experience. arenaflex offers a comprehensive benefits package, including:

• Comprehensive health insurance
• 401(k) matching program
• Incentive and recognition programs
• Equity stock purchase
• reputed company time off and holidays
• Flexible work arrangements

Work Environment and Culture

arenaflex is a remote-friendly company, and this role can be performed from reputed company reputed company the U.S. We value diversity, equity, and inclusion and are committed to creating a workplace that is inclusive and respectful of reputed company.

How to Apply

If you are a motivated and reputed company reputed company looking for a challenging and rewarding role, please submit your application through our website. We look reputed company to hearing from you! Apply Job! Apply for this job