Sr Director VOC Intelligence

GuideWell • Jacksonville, FL

5d

About The Position

The Principal Experience Intelligence leads the evolution and design of the Voice of the Customer (VOC) Intelligence function. The function encompasses enterprise-wide always-on listening, predictive intelligence and data science, and B2B and B2C research and insights teams. The role translates raw data and signals into prioritized, actionable insights, advancing 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.

This senior leader builds and develops a high-performing team operating as a shared service for enterprise-wide strategic efforts. The leader matures the team’s people, processes, and technology; partners with stakeholders to foster experience-focused teams; and ensures data integrity, model governance, and broad adoption of analytics that inform product development and experience optimization. The function is part of the business product team and partners with technology product teams. The role reports to the Vice President, Enterprise Customer Experience & Engagement.

The position owns the unified experience and engagement insight strategy, builds an always-on listening capability, and develops unified profiles for personalization and targeted interventions. It turns Voice of the Customer and market intelligence into evidence-backed product opportunities and measures downstream effects on satisfaction, retention, and revenue. It also leads analytics and research delivery, predictive modeling, experience surveillance and prediction, vendor and platform rationalization, data governance, and team development.

Requirements

• 10 or more years of related 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 explain technical insights in business language to executive audiences.
• At least 5 years of direct supervisory or management experience.
• Related bachelor’s degree required.
• Able to travel to multiple locations for work, including meetings, events, and conferences.

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 of 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 unified profiles to support personalization, segmentation, and targeted interventions.
• Develop a framework and lead the process for converting Voice of the Customer and market intelligence into prioritized, evidence-backed product opportunities for Health Services, Commercial and Government Markets, and Shared Services; measure downstream effects on satisfaction, retention, and revenue.
• Own models supporting real-time, data-driven enterprise decisions, partnering with the Principal Engagement Orchestration, who governs and operationalizes them within the engagement strategy.
• Lead the development, production, and delivery of insight briefs using internal and external data and research to inform the business cycle.
• Set analytics and data-science methodologies and standards.
• Maintain a multi-stakeholder research calendar covering insights, market trends, and member trends across Commercial and Government Markets, including Medicare and ACA, Health Services and 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 create rich profiles and enhance individualized experiences.
• Translate complex data signals into prioritized, business-ready insights and maintain accountability for the share of enterprise decisions backed by data.
• Develop the roadmap for an Experience Surveillance System to identify experience fatigue, unmet needs, broken promises, and populations or individuals left behind or stuck in digital channels.
• Shift 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 insights, Voice of the Customer, and brand-tracking vendors across brands; work with procurement, IT, and CMX operations to consolidate contracts, renegotiate partnerships, and streamline the technology portfolio.
• Evaluate and implement platforms for Voice of the Customer, 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 production adoption of predictive models and analytics tools, and establish enterprise data-quality standards and accountability mechanisms.
• Lead a mixed team of analysts, data scientists, and sub-function leads; develop talent through mentoring, capability development, and cross-functional pairing.
• Foster a data-driven culture and champion evidence-based decision-making.
• Develop partnerships with MBA and BA schools for internships and fellowships to build a talent pipeline.
• Promote a culture of experience obsession by making insights accessible to frontline teams and senior leaders.

Benefits

• Medical, dental, vision, life, and global travel health insurance.
• 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 2 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