Experienced Associate Director, Voice of the Customer Strategy - Remote Opportunity at arenaflex

At arenaflex, we're revolutionizing the healthcare experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the healthcare system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

Job Summary:

arenaflex is seeking an experienced Associate Director, Voice of the Customer Strategy to lead the development and execution of customer insights and strategies across the Individual & Family (IFP) customer and member journey. This high-visibility and high-impact role requires a deep understanding of consumer research, net promoter score (NPS), customer and digital analytics. The successful candidate will be responsible for growing a consumer-centric Voice of the Customer program, bringing clear customer insights into business operations, and translating customer strategies into actionable business strategies.

Key Responsibilities:

### IFP Customer Strategy

• 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 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

### IFP Voice of the Customer Program Management

• Grow and manage the IFP's Voice of the Customer (VOC) program that includes:

+ Developing a report on key NPS metrics and trends, monitoring performance, customer pain points, and NPS trends + Weekly reporting and triage member issues, submitting tickets, and reporting resolution + Evolving and managing a governance structure to report on progress and drive accountability + Working with internal and external partners to deliver IFP Customer Satisfaction (CSAT), NPS (Net Promoter Score), and other customer feedback + Overseeing proper and consistent Customer feedback measurement methodologies across the Customer and Member experiences + Developing and maintaining a VOC Dashboard (Power BI or SharePoint) that is available for self-service, including: - KMI NPS Reports - Digital NPS report - Verbatims - Pain point Analysis by journey - Calls NPS - Grievances & Complaints - Unstructured Feedback ### Team Leadership

• 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:

### 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 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:

arenaflex offers a comprehensive benefits package, including a competitive salary range of $101,200 to $184,000 for California, Colorado, Connecticut, Nevada, New Jersey, New York, Rhode Island, or Washington residents. In addition to your salary, you'll enjoy benefits such as:

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)

Remote Work Policy:

All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy.

Diversity and Inclusion:

arenaflex is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Join the arenaflex Team:

If you're passionate about making a difference in the lives of millions of people, join us at arenaflex. Apply now to become an Associate Director, Voice of the Customer Strategy and be part of our mission to create a healthier, more equitable healthcare system for all. Apply for this job