Head of Voice of Customer Programs (Pittsburgh, PA)

Blink Health Administration • Pittsburgh, PA

70d

About The Position

The Patient Services Operations team is at the forefront of the company mission to bring affordable prices and deliver the best possible experience for all of our customers. To continuously enhance and safeguard the customer experience we are searching for a gritty, positive, and resilient leader to constantly be on the look out for 'canaries in the coal mine', who represents the Voice of the Customer across the organization while collaborating cross-functionally. In this role, you will leverage data, anecdotes, escalation deep dive findings, and outputs from the Quality Assurance program to design intuitive, trustworthy experiences that make life simpler for customers. The role has four areas of ownership: 1) Voice of Customer Insights & Mechanisms, 2) Customer Connections, and 4) Executive Escalation Management. This is a new role and therefore a true greenfield opportunity to build something from (almost) scratch.

Requirements

• Bachelor's degree or equivalent working experience.
• Experience in the healthcare industry is a plus.
• 7+ years of experience in customer experience, market research, or related roles.
• Excellent stakeholder management and relationship-building abilities.
• Strong written and verbal communication skills.
• Proven ability to navigate ambiguous situations and drive resolution.
• Experience managing complex, cross-functional initiatives.
• Proven track record of developing and executing successful VoC strategies and initiatives.
• Strong analytical skills with the ability to derive actionable insights from customer feedback data.
• Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity.
• Ability to travel as needed up to 50% of the time.

Responsibilities

• Build a Voice of Customer Insights & Mechanisms program.
• Develop and implement a comprehensive survey strategy for collecting, analyzing and reporting out on Net Promoter Score (NPS), and Customer Satisfaction (CSAT) feedback.
• Utilize insights from customer feedback to drive product improvements, enhance the customer experience, and increase customer satisfaction and loyalty.
• Develop and implement strategies to effectively communicate customer insights and recommendations to internal stakeholders.
• Develop a cadence for reporting regularly to stakeholders on key metrics across NPS, CSAT and more.
• Build an intake and handling mechanism for any and all escalations received externally or internally.
• Ensure the team is the first line of defence to take care of the customer first and foremost.
• Build a robust Correction of Errors (COE) template and process to standardize how to deep dive when things break.
• Ensure that countermeasures are implemented and inspected to ensure they fixed the issue.
• Develop a Customer Connections Program where all (senior) leaders across the organization stay connected to what customers are telling us.
• Host discussions post each session to gather observations and commitment to solving the pain points observed.
• Partner closely with Operations, Product, Engineering, Marketing, Growth, etc. teams to ensure alignment on VoC strategies.
• Act as a liaison between customer and internal teams, advocating for customer needs and driving alignment on product priorities.
• Balance competing priorities including Patients, Pharmaceutical Manufacturers, Pharmacies, and Medical Provider offices experience, and cost-to-serve metrics.
• Navigate complex organizational dynamics, influencing product roadmaps without direct authority.

Benefits

• Impact on customers at the intersection of healthcare and finances.
• Fastest growing healthcare company in the country.
• Opportunity to drive impact across millions of new patients every year.
• Business model that helps people and drives economics for building a generational company.
• Relentlessly learning, constantly curious, and aggressively collaborative cross-functional team.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Publishing Industries
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees