Director, Voice of Customer Health System Insights

Cencora•USA > AZ > Remote, AZ

1d•$119,100 - $186,560

About The Position

The Director, Voice of Customer (VoC) – Health Systems owns the strategy, programs, and insights that explain how health system customers experience doing business with Cencora and why they choose the company or leave. The role translates customer feedback into executive-ready narratives that inform segment strategy, commercial priorities, and investment decisions. It is central to health system customer research and partners with Marketing, Communications, Market Research, and segment commercial leadership. The position also leads the win-loss program across distribution, solutions, and service offerings. The role focuses on health systems, including integrated delivery networks (IDNs), academic medical centers, community hospitals, and affiliated sites of care such as pharmacies, ambulatory settings, and specialty sites. It defines the segment's multi-year VoC and customer experience strategy, develops a listening architecture, maps customer journeys, and sets and tracks CX targets. The Director designs and runs win-loss research for new pursuits, renewals, and competitive takeaways; manages survey research with the Market Research team; and turns findings into recommendations and recurring reports. The role presents research to segment leaders, executives, and, as needed, health system customers, and drives follow-through on insights. It collaborates across marketing, sales, account management, operations, customer service, and product and solutions teams, while championing customer-centric practices and representing the segment in enterprise VoC/CX forums.

Requirements

Bachelor's degree in Marketing, Business, Psychology, Statistics, Communications, or a related field.
At least 5 years of experience in voice of customer, customer experience, market research, or customer insights, including at least 5 years leading programs or teams.
Proven experience designing and managing B2B customer surveys end to end, including relationship, transactional, and/or win-loss surveys.
Track record of translating research into executive-level stories and presenting readouts to VP and C-suite audiences.
Hands-on experience running or overseeing a win-loss or competitive insights program.
Strong quantitative and qualitative skills, including survey design, sampling, statistical analysis, interview synthesis, and thematic coding.
Experience managing research vendors and agencies, including scopes, budgets, and deliverables.
Proficiency with survey or experience platforms such as Qualtrics, Medallia, or Momentive, and BI tools such as Power BI or Tableau.
Excellent written communication and data visualization skills; expert proficiency in PowerPoint.
Demonstrated ability to influence without authority across Marketing, Sales, Operations, and executive stakeholders.

Nice To Haves

MBA or master's degree in Marketing Research, Business Analytics, or a related field.
Experience in healthcare, pharmaceutical distribution, medical supply, GPOs, or health IT, ideally selling to health systems and IDNs.
Understanding of health system buying dynamics, including committee decisions, GPO contracts, RFPs, pharmacy operations, and supply chain operations.
Experience connecting VoC data to financial outcomes such as retention, revenue at risk, and share of wallet.
Familiarity with text analytics or AI-assisted insight tools for open-ended feedback.
CX or research certifications such as CCXP or Insights Association PRC.
Experience establishing a VoC or win-loss program from scratch in a matrixed organization.

Responsibilities

Define the multi-year VoC and customer experience strategy for the health system segment in alignment with enterprise CX standards and segment growth goals, in partnership with business leads and the enterprise CX team.
Build a listening architecture spanning relationship and transactional surveys, customer interviews, advisory boards, and unstructured feedback such as service cases, sales notes, and digital feedback.
Map the health system customer journey across key personas and identify moments that drive loyalty and churn.
Set segment CX targets and track progress against them.
Design, launch, and run a win-loss program across distribution, solutions, and services offerings, covering new pursuits, renewals, and competitive takeaways.
Partner with Sales and Contracting to establish win-loss triggers, sampling, and timing so material wins and losses are captured.
Lead or oversee win-loss interviews and surveys, using internal teams or third-party research partners where independence is important.
Identify patterns in wins and losses and translate findings into recommendations for sales, pricing, and offering teams.
Partner with Market Research to manage the survey lifecycle, including objectives, questionnaire design, sampling, fielding, analysis, and reporting.
Coordinate research requests across the segment to avoid over-surveying customers and reuse findings.
Turn research into concise narratives for senior leaders that explain the implications and recommended actions.
Build and deliver executive-level readouts to segment leadership, the executive team, and, as needed, health system customers.
Produce recurring VoC reporting, including quarterly insight briefs, dashboards, and an annual state-of-the-customer review.
Drive closed-loop action by assigning insight owners, tracking follow-through, and reporting on resulting changes.
Work with Marketing, Communications, and Market Research to inform positioning, messaging, campaigns, and thought leadership using customer evidence.
Partner with Sales, Account Management, Operations, Customer Service, and Product/Solutions teams to embed customer insights in planning and execution.
Represent the segment in enterprise VoC/CX forums and share best practices across business units.
Champion a customer-centric culture through training, storytelling, and making the customer's voice visible in decisions.