Voice of Customer Manager

Medica • Minnetonka, MN

283d • $98,400 - $168,600

About The Position

As the Voice-of-customer Manager, you ensure Medica effectively collects, analyzes and socializes insights across the enterprise, inspiring change, tracking progress and holding teams accountable so that we can deliver omni-channel experiences that meet customer expectations by understanding needs and pain points at the moments that matter, across their journey with us. To do so, you oversee omni-channel collection of insights across the customer journey, creating a holistic view. You'll also facilitate KPI development and define listening activities that enable us to identify trends, issues as well as root causes. As Voice-of-the-customer Manager you'll socialize insights to drive strategic decisions and initiatives as well as monitor for improvement, holding teams accountable for addressing issues identified. Key partners include Enterprise Analytics, Customer Service, Operations, Product Development, Digital Product, Marketing, Sales, and other teams. As the Voice-of-customer Manager, you're a champion for the customer experience, highly skilled at using data to identify opportunities and an expert at crafting compelling narratives that drive action.

Requirements

• Bachelor's degree in Business, Data Science, Analytics, Consumer Insights, Market Research or Statistics; or equivalent work experience.
• 5 years of experience in the field of Voice of the customer, customer insights, research, customer experience or a related field.

Nice To Haves

• 1 year of leadership experience preferred.
• 2+ years experience in the healthcare/health insurance industry.
• Understanding of health insurance customer journeys.
• Experience working with Qualtrics, Medallia or another Experience Management platforms.
• Strong analytical skills with proficiency in data analysis tools (e.g., Excel, Qualtrics).
• Experience with statistical techniques: profiling, regression analysis, trend analysis, segmentation.

Responsibilities

• Develop and implement a comprehensive VoC program aligned with the organization's overall customer experience goals and objectives.
• Define the scope, objectives, methods and metrics for measuring customer feedback and satisfaction across the customer journey.
• Ensure systemic stewardship of the VoC program by leading development of new processes, touchpoints, benchmarks, tools and training to effectively socialize insights, engage and inspire cross functional partners, govern improvement initiatives and drive a customer-centric culture.
• Develop and report regularly on VoC results, action plans and program advancement.
• Continuously evaluate and refine the VoC program based on customer feedback, industry best practices, and evolving business needs.
• Oversee the collection, consolidation, and analysis of customer feedback data focused on the moments that matter and prioritized pain points.
• Design and oversee the collection of omni-channel insights across the consumer journey, providing an accurate understanding of consumer pain points, needs, expectations and moments that matter.
• Ensure comprehensive customer feedback collection mechanisms, based on customer segments and specific businesses needs, including direct and indirect feedback.
• Synthesize data and feedback across multiple sources to provide a centralized, holistic view of data across the customer journey, including both comparative and causal data to identify trends, opportunities and root causes.
• Partner with cross-functional stakeholders to define and refine CX-related KPIs, ensuring alignment with enterprise goals.
• Develop and maintain dashboards to monitor key customer experience metrics and track progress on improvement initiatives.
• Support efforts to continuously innovate and refine survey/feedback methodology.
• Transform customer feedback into actionable recommendations and work closely with cross-functional teams to build a consumer-centric mindset and ensure experience opportunities are addressed.
• Regularly present insightful reports and presentations to senior leadership and cross-functional teams, highlighting key trends and areas for improvement, going deep into causal factors.
• Consider how best to engage with data, identifying unique and compelling ways to inspire them to action based on insights.
• Collaborate with teams to prioritize key opportunities for improvement and ensure alignment on solutions and accountability.
• Monitor performance and hold teams accountable for addressing identified issues and making measurable progress on consumer experience improvements.
• Assess the impact of changes implemented and collaborate with cross-functional teams on adjustments as needed.
• Educate and train teams on the importance of customer feedback and how to leverage insights to improve customer experience.
• Lead a team of 2-5 direct reports, and create a high-performing and customer-focused team culture.
• Coach, mentor and identify development opportunities to support team member growth and help them become champions for customer-experience and advocates for change.
• Mature VoC practice, including processes, methods, tools and documentation for VoC team.

Benefits

• Competitive medical, dental, vision insurance.
• Paid time off (PTO).
• Paid volunteer time off.
• 401K contributions.
• Caregiver services.
• Incentive plan compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree