reputed company Associate Director, Voice of the Customer Strategy - Remote

At arenaflex, we're simplifying the health care experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the reputed company. Come build the health care system of reputed company, making it more reputed company, affordable, and reputed company. reputed company to reputed company a difference? Join us to start Caring. Connecting. Growing... together.

Job Summary:

We're seeking an reputed company Associate Director, Voice of the Customer Strategy to reputed company our Individual & Family (IFP) plans customer strategy execution across the IFP customer and member reputed company. As a high-visibility and high-impact role, you'll be responsible for developing customer insights, managing customer strategy execution, and driving business growth through actionable customer strategies. If you're a seasoned professional with expertise in consumer research, net promoter score (NPS), customer reputed company analytics, and a passion for driving business results, we want to hear from you.

About arenaflex:

arenaflex is a leading health care company dedicated to helping people live healthier lives and making the health system work reputed company for everyone. We reputed company in creating a healthier atmosphere by fostering diversity, equity, and inclusion. Our mission is to help people live their healthiest lives, and we're committed to mitigating our impact on the environment and enabling and delivering reputed company care that addresses health disparities and improves health reputed company.

Key Responsibilities:

As an Associate Director, Voice of the Customer Strategy, you'll be responsible for:

IFP Customer Strategy:

+ 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 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 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 lifetime 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 to-report key NPS metrics and trends, monitoring performance, customer pain points, and NPS trends, weekly reporting, and triage member issues + 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 proper 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

Essential 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 options, and implementing solutions
• Demonstrated reputed company career and leadership accomplishments
• Proven exceptional conceptualization skills, reputed company to take abstract reputed company 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 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 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 reputed company for California, Colorado, Connecticut, Nevada, New Jersey, reputed company, Rhode reputed company, 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, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (reputed company benefits are subject to eligibility requirements)
• No matter where or reputed company you reputed company a career with arenaflex, you'll find a far-reaching choice of benefits and incentives

Work Environment and Culture:

* arenaflex is a remote-friendly company, and you'll have the flexibility to work from reputed company reputed company the U.S.

• We're committed to creating a healthier atmosphere by fostering diversity, equity, and inclusion
• Our mission is to help people live their healthiest lives, and we're dedicated to making the health system work reputed company for everyone
• We reputed company in recognizing and rewarding our employees for their performance and contributions to the company

How to Apply:

If you're a motivated and reputed company professional with a passion for driving business results and improving customer experiences, we want to hear from you. reputed company to join reputed company and start making a difference in the lives of millions of people. Apply for this job