**Associate Director, Voice of the Customer Strategy - Remote at blithequark**

Are you a customer-centric leader with a passion for driving business growth through customer insights? Do you have a proven track record of developing and executing customer strategies that drive membership conversion and retention, net promoter score improvement, and customer satisfaction? If so, we invite you to join blithequark as an Associate Director, Voice of the Customer Strategy, and be part of a team that's simplifying the health care experience, creating healthier communities, and removing barriers to quality care. **About blithequark** At blithequark, we're committed to helping people live healthier lives and making the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our mission is to create a healthier atmosphere by fostering a culture of diversity, equity, and inclusion. We're an Equal Employment Opportunity/Affirmative Action employer, and we're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. **Job Summary** As an Associate Director, Voice of the Customer Strategy, you'll be responsible for developing customer insights and managing customer strategy execution across the Individual & Family (IFP) customer and member journey. You'll serve as the IFP thought leader and expert on the IFP Customer and Customer needs across the customer journey and operational areas. You'll work with IFP leadership to determine and communicate actionable customer strategies and participate in translating them into Experience principles, guidelines, and frameworks that address touchpoints across the IFP customer/member journey. **Key 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 them 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 * Grow and manage the IFP's Voice of the Customer (VOC) program, including developing a VOC Dashboard (Power BI or SharePoint) that includes key NPS metrics and trends, customer pain points, and NPS trends * Oversee proper and consistent Customer feedback measurement methodologies across the Customer and Member experiences * 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 **Requirements** * 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 skilled 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 Qualification** * Master's degree **Compensation and Benefits** * Salary range for California, Colorado, Connecticut, Nevada, New Jersey, New York, Rhode Island, or Washington residents is $101,200 to $184,000 * Pay is based on several factors, including but not limited to education, work experience, certifications, etc. * In addition to your salary, blithequark offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements) * All employees working remotely will be required to adhere to blithequark's Telecommuter Policy **Why Join blithequark?** * Be part of a team that's simplifying the health care experience, creating healthier communities, and removing barriers to quality care * Work with a diverse and inclusive team that's committed to making a positive impact on people's lives * Enjoy a flexible work environment that allows you to work remotely from anywhere within the U.S. * Have the opportunity to grow and develop your skills and career with a company that's committed to your success * Be part of a company that's committed to making a positive impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes **How to Apply** If you're a customer-centric leader with a passion for driving business growth through customer insights, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter that highlights your experience and qualifications for this role. We can't wait to hear from you! Apply for this job