Lead, Voice of the Customer

Headway is seeking an experienced CX Voice of the Customer (VOC) Lead to utilize customer support data and provide recommendations for improvement. This role involves understanding complex customer problems, designing data-driven solutions, and collaborating with cross-functional teams to enhance the patient and provider experience. The VOC Lead will play a crucial role in improving key metrics and building a long-term strategic vision for the Voice of the Customer program. This is an opportunity to make a significant impact in the mental healthcare industry and contribute to Headway's mission of making affordable healthcare accessible to millions.

• Create and evolve a systematic program for sharing the voice of customer, loyalty drivers, emerging member problems, and customer experience interaction principles
• Deliver impact, as measured by changes to contact rate, core CX metrics, processes and policies, as well as the product development roadmap
• Build and maintain interactive reports and dashboards from multiple data sources to illustrate customer insights, track the impact of cross-functional initiatives and support informed, customer-centric decisions across the business
• Regularly conduct ad hoc deep dives on tickets, survey results, qualitative and quantitative data etc. in order to understand the user journey and the CX support experience
• Investigate complex issues to determine root cause of technical failures and customer dissatisfaction
• Act as the key CX functional stakeholder in new initiative development with cross-functional teams
• Partner closely with Headway Engineering, Product, and Design teams to influence customer-centric product decisions through key customer insights, solution recommendations, business cases and action plans
• Represent the Voice of the Patient/Provider in the room and leverage multiple data sources to ensure feature enhancements, roadmap prioritization, and product builds are designed with first-hand knowledge of our customers
• CX owner of the CX Product Feedback model with a focus on efficiency and quality
• Collects agent-driven feature recommendations, quantifies impact, and drives adoption with EPD team
• Provide real-time insights on customer reception and opportunities during new, company-wide launches
• Have 6+ years combined experience in VOC and Customer-focused analytics and/or consult

• 6+ years combined experience in VOC and Customer-focused analytics and/or consulting
• Experience in leveraging customer support data to identify critical customer insights and develop recommendations for improvement
• Ability to understand complex customer problems and design data-driven recommendations
• Experience in influencing cross-functional stakeholders to implement recommendations
• Strong analytical skills and ability to work with multiple data sources
• Experience in building and maintaining interactive reports and dashboards
• Ability to conduct deep dives on tickets, survey results, qualitative and quantitative data
• Ability to investigate complex issues and determine root cause of technical failures and customer dissatisfaction
• Experience in new initiative development with cross-functional teams
• Ability to partner with engineering, product, and design teams to influence customer-centric product decisions
• Strong communication skills and ability to represent the Voice of the Patient/Provider
• Experience in collecting agent-driven feature recommendations and driving adoption
• Ability to provide real-time insights on customer reception and opportunities during company-wide launches

• Affordable healthcare for millions
• Opportunity to shape the customer experience
• Work in an industry that needs to be rebuilt
• Improve key metrics like contact rate, CSAT, and Time to Resolve
• Build a long-term strategic vision for the Voice of the Customer program
• Influence customer-centric product decisions
• Represent the Voice of the Patient/Provider
• Drive innovation and optimization in a fast-paced tech environment
• Opportunity to dive into unfamiliar challenges and shape strategy
• Work remotely across the US with the option to work from NYC HQ
• Commitment to diversity and inclusion
• Reasonable accommodations for persons with disabilities
• Participation in E-Verify