Program Director, VoC Insights

Elevance Health•Richmond, IL

10d•Hybrid

About The Position

At Elevance Health, we simplify healthcare and improve lives. The Program Director, VoC (Voice of Customer) Insights orchestrates our enterprise VoC operating system to reduce Consumer Effort across calls, chat, and digital service interactions. You’ll run a disciplined, cross-functional VoC Command Center, manage analysis and prioritization, coordinate delivery with VoC/Analytics and platform owners, and convert findings into sequenced actions with measurable business impact. The Program Director, VoC (Voice of Customer) Insights will be focused on alignment, governance, cadence, and realization - while partner teams execute analytics, platform configuration, and engineering work. You’ll align a broad, cross-functional coalition spanning the entire Enterprise across business units and functions (e.g., Service Operations, Product, Clinical, and many others) to turn member signals into action.

Requirements

Requires a BA/BS and minimum of 10 years experience in external client facing program management, project management; complex business processes, strategic and business planning; or any combination of education and experience, which would provide an equivalent background.

Nice To Haves

MBA preferred.
Project management certification (PMP) preferred.
CX/VoC/Insights or service transformation experience: leading enterprise programs in matrixed environments strongly preferred.
Program/portfolio management depth: demand intake, prioritization frameworks, dependency/risk management, OKRs, SLAs, benefits realization strongly preferred.
Stakeholder leadership: adept at cross-functional alignment, influence without authority, and issue/risk escalation with executives strongly preferred.
Analytics & measurement literacy: frames the right questions, interprets partner-produced analyses, and ties actions to CES, repeat contacts, complaints, and cost-to-serve strongly preferred.
Platform familiarity (not hands-on): understands Medallia/Qualtrics capabilities and closed-loop constructs to coordinate effectively with platform owners strongly preferred.
Healthcare context: payer operations know-how; strong command of privacy/PHI and HIPAA requirements; comfortable operating with compliance partners strongly preferred.
Built or ran a real-time command center/issue-management forum at scale preferred.
Experience partnering with contact center operations and digital self-service teams preferred.
Working familiarity with BI (Tableau/Power BI) and experimentation concepts to collaborate with analytics teams preferred.
Certifications: PMP, Lean/Six Sigma, Design Thinking, or CXPA preferred.

Responsibilities

Directs the development, planning, prioritization, approval, implementation and compliance of VoC cadence: l eads 3x weekly Command Center (hotspots → root cause → owners/ETAs → risks/asks → benefits tracking) and p ublishes a crisp Executive VoC Brief (weekly) with trends, decisions needed, and status to target.
Establishes program governance when needed to assure response to issue escalation; develops program budget and ensures program meets its stated objectives.
Owns intake, prioritization, and roadmap: o perates a transparent intake for issues, hypotheses, and requests; apply impact/urgency/effort/risk scoring and m aintains the VoC backlog/roadmap aligned to AIP Consumer Effort and enterprise priorities.
Provides subject matter expertise in response to day to day business issues; researches applicable subject matter practices; and remains aware of industry trends.
Coordinates analytic and platform work: p artners with VoC and Analytics teams to commission, interpret, and apply analyses (e.g., text/speech analytics, driver, and journey analyses) that identify effort reduction opportunities, s equences and coordinates requests with VoC program and platform owners (dashboards, alerts, closed-loop workflows) and m anages change control, go-live readiness, and integration of analytics outputs into daily and weekly Command Center routines.
Develops communication documents and training criteria related to external client facing program success measures.
Develops documentation to support meeting presentations and the tracking and reporting of the program's success.
Translates insights into action: c onverts findings into short action charters (scope, owner, milestones, measures) and f acilitates 2–4 week sprints across stakeholder teams; verify readiness, socialize playbooks, and ensure adoption.
Provides leadership to program managers and project managers.
Typically reports to an executive and partners with Analytics to forecast and validate outcomes: track benefits and residual risk.
Program directors typically manage external client facing programs that require managing activities and resources of multiple departments or business areas of the organization.