Program Director, Voice of the Customer (VoC) Insights

Elevance Health•Atlanta, IL

2d•Hybrid

About The Position

At Elevance Health, we simplify healthcare and improve lives. The Program Director, VoC (Voice of Customer) Insights leads our enterprise VoC operating model to reduce Consumer Effort across calls, chat, and digital interactions. You’ll run a cross-functional VoC Command Center, drive analysis and prioritization, coordinate with VoC/Analytics and platform owners, and turn insights into measurable business impact. This role focuses on alignment, governance, cadence, and results realization while partner teams handle analytics, platform configuration, and engineering. You’ll align cross-functional teams across the enterprise to turn member signals into action. This is not a technical AI engineering role. It is a senior CX operating role for a leader who can use AI-enabled tools responsibly, partner with Analytics and Technology, and mobilize cross-functional owners to deliver measurable improvement.

Requirements

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

10+ years of experience in Customer Experience, Voice of the Customer, service operations, digital products, healthcare operations, analytics, or enterprise program management.
5+ years leading complex, cross-functional initiatives with senior leadership visibility.
Experience managing VoC, CX measurement, journey management, closed-loop feedback, or customer effort improvement programs.
Practical familiarity with AI-enabled CX / VoC capabilities such as text analytics, speech analytics, conversational analytics, generative AI summarization, virtual assistants, agent assist, or journey analytics.
Strong data fluency and ability to interpret dashboards, identify drivers, challenge assumptions, and partner with Analytics on measurement and impact validation.
Ability to translate customer insights into executive narratives, business priorities, and measurable action plans.
Strong influence, facilitation, communication, and change management skills.
Understanding of privacy, compliance, and responsible AI considerations in a regulated environment.
Healthcare payer or regulated industry experience.
Experience improving Consumer Effort, NPS, CSAT, first contact resolution, repeat contact, transfer rate, digital containment, or cost-to-serve.
Experience with VoC, contact center, journey analytics, or experience management platforms such as Qualtrics, Medallia, Genesys, Salesforce, ServiceNow, or similar tools.
Familiarity with enterprise cloud and AI ecosystems such as AWS, Azure, or Google Cloud, including how these capabilities may support speech/text analytics, virtual assistants, agent assist, knowledge management, or agentic AI use cases

Responsibilities

Direct the development, planning, prioritization, approval, implementation, and governance of enterprise Voice of the Customer and Consumer Effort programs, ensuring timely response to issue escalation and alignment to stated objectives.
Lead the enterprise Consumer Effort Command Center, including hotspot reviews, root-cause discussions, owner follow-up, action tracking, and executive updates.
Manage VoC intake, prioritization, roadmap, backlog, decision log, risk register, and benefits tracking to translate high-impact member pain points into clear action plans and measurable outcomes.
Partner with Analytics, Digital, Operations, Product, Clinical, Pharmacy, Provider, Technology, Compliance, and corporate and regional business teams to connect VoC insights to operational drivers and coordinate resources across multiple departments.
Provide subject matter expertise on day-to-day business issues, research relevant practices, and stay current on industry trends and emerging AI-enabled capabilities that can improve member experience.
Use AI-enabled tools for topic discovery, sentiment analysis, verbatim summarization, anomaly detection, journey diagnostics, and executive storytelling, while ensuring outputs are human-reviewed, explainable, and appropriate for a regulated healthcare environment.
Facilitate cross-functional action sprints and develop communication materials, training criteria, presentations, and program reporting tied to success measures and pre/post impact.
Identify opportunities where virtual assistants, agent assist, self-service, knowledge management, proactive outreach, or agentic AI can reduce member effort and improve service outcomes.
Manage leadership communications and executive-ready updates that distinguish true experience signals from noise, volume mix, or data-quality issues.
Provide leadership to program managers and project managers, while maintaining strong partnerships with external-facing stakeholders and senior executives.