Sr Director VOC Intelligence

Florida Blue • Jacksonville, FL

9h • $180,000 - $292,500

About The Position

The Principal Experience Intelligence leads the evolution and design of the Voice of the Customer (VOC) Intelligence function, shaping enterprise-wide capabilities across always-on listening, predictive intelligence and data science, and B2B and B2C research and insights. The role translates raw data and signals into prioritized, actionable insights and advances the organization from reactive reporting to predictive intelligence. It is accountable for target setting, performance optimization, and the ongoing evolution of the intelligence strategy across nine customer dimensions: employees, prospects, members, patients, providers, family caregivers, brokers/agents, plan sponsors, and vendor partners.

The role builds and leads a high-performing team operating as a shared service for enterprise strategic efforts. It matures the team across people, processes, and technology; partners with stakeholders to foster experience-focused teams and develop new capabilities; and ensures data integrity, model governance, and enterprise adoption of analytics that inform product development and experience optimization. The function sits within the business product team and works closely with technology product teams. The role reports to the Vice President, Enterprise Customer Experience & Engagement.

Responsibilities include setting enterprise experience and engagement insight strategy; developing listening, unified-profile, personalization, research, analytics, and predictive-model capabilities; translating customer and market intelligence into product opportunities; creating an Experience Surveillance System roadmap; rationalizing the vendor ecosystem; establishing data governance and adoption practices; and developing talent and a culture of evidence-based decision-making.

The role requires a related bachelor's degree, at least 10 years of related experience in data analytics, data science, or business intelligence, and at least five years of direct supervisory or management experience. The position involves sedentary work and occasional travel to multiple locations for meetings, events, or conferences.

The employer offers comprehensive benefits and competitive pay, with potential incentive or commission compensation. The annualized salary range is $180,000–$292,500, and the typical annualized hiring range is $180,000–$236,250.

Requirements

• 10 or more years of related work experience in data analytics, data science, or business intelligence.
• Demonstrated expertise building and scaling data foundations, data warehouses, or analytics platforms.
• Strong background in predictive modeling, statistical analysis, and machine learning.
• Proven success developing and deploying production analytics models, such as churn prediction, NPS, or retention models.
• Experience leading cross-functional teams of analysts and data scientists in complex, matrixed environments.
• Deep understanding of customer experience metrics, listening strategies, and Voice of the Customer programs.
• Excellent communication skills, including the ability to translate technical insights into business language for executive audiences.
• At least five years of direct supervisory or management experience.
• Related bachelor's degree required.

Nice To Haves

• Experience in healthcare, insurance, benefits, or banking administration.
• Advanced degree in data science, statistics, computer science, or a related field.
• Expertise in real-time analytics, streaming data, or event-driven architecture.
• Experience with customer data platforms, marketing automation, or member engagement platforms.
• Familiarity with orchestration engines, rules engines, or decisioning systems.
• Track record building Experience Surveillance Systems or similar proactive monitoring frameworks.
• Certification in data science, analytics, or related disciplines.
• Experience with agile analytics or rapid insight delivery methodologies.

Responsibilities

• Own the unified, end-to-end experience and engagement insight strategy in alignment with enterprise experience strategy, business product priorities, and conditions of engagement.
• Build and maintain an always-on listening strategy across all nine customer dimensions, prioritizing member, prospect, and patient feedback across touchpoints and channels.
• Design and evolve a unified profile to support personalization, segmentation, and targeted interventions.
• Develop a framework and lead the process for turning Voice of the Customer and market intelligence into prioritized, evidence-backed product opportunities, and measure downstream impact on satisfaction, retention, and revenue.
• Own models that enable real-time, data-driven enterprise decision-making, in partnership with the Principal Engagement Orchestration.
• Lead development, production, and delivery of insight briefs based on internal and external data and research.
• Set analytics and data-science methodology and standards for the organization.
• Maintain a multi-stakeholder research calendar covering insights, market trends, and member trends across Commercial and Government Markets, Health Services/care delivery, and marketing.
• Own predictive models such as CAHPS, HOS, retention, and NPS, ensuring their accuracy, relevance, and production deployment.
• Develop and scale personalization capabilities that provide a rich profile for individualized experiences.
• Translate complex data signals into prioritized, business-ready insights and hold accountability for the share of enterprise decisions supported by data.
• Develop a roadmap for an Experience Surveillance System to identify experience fatigue, unmet needs, broken promises, and people or populations being left behind or stuck in digital channels.
• Move the function from reactive insights to predictive intelligence by proactively flagging at-risk individuals and journeys before survey data confirms problems.
• Reduce signal-to-insight cycle time and increase the speed of insight delivery to decision-makers.
• Assess and rationalize the insights, VOC, and brand-tracking vendor ecosystem across brands; work with procurement, IT, and CMX operations to consolidate contracts, renegotiate strategic partnerships, and streamline the technology portfolio.
• Evaluate and implement platforms for VOC, consumer research, and marketing and brand measurement.
• Govern experience data integrity through endorsements, stewardship, and cross-functional communication.
• Ensure data coverage across business units, member segments, and touchpoints.
• Drive adoption of predictive models and analytics tools in production environments.
• Establish enterprise data-quality standards and accountability mechanisms.
• Lead a high-performing team of analysts, data scientists, and sub-function leads; build bench strength through mentoring, capability development, and cross-functional pairing.
• Foster a data-driven culture and champion evidence-based decision-making.
• Develop partnerships with top MBA and BA schools for internships and fellowships to create a talent pipeline.
• Make insights accessible to frontline teams and senior leaders, promoting evidence-grounded decisions.

Benefits

• Medical, dental, vision, life, and global travel health insurance.
• Income protection benefits, including life insurance and short- and long-term disability programs.
• Leave programs to support personal circumstances.
• Retirement Savings Plan with employer match.
• Paid time off, volunteer time off, 10 holidays, and two well-being days.
• Additional voluntary benefits.
• Comprehensive wellness program.
• Competitive pay and opportunities for incentive or commission compensation.
• Regular annual reviews with pay-for-performance considerations for base pay increases.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior