Voice of Customer Manager

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.

Areas of responsibility

PROGRAM DESIGN AND ROADMAP

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.

DATA CAPTURE AND ANALYSIS

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.

ACTIONABLE INSIGHTS COLLABORATION

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

TEAM LEADERSIHP

• 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

Minimum qualifications

• 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

Preferred qualifications

• 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

Skills and Abilities

• Proven success using data and metrics to identify opportunities, drive improvements and track results
• Expert communication and presentation skills including ability to tell compelling stories with data and ability to communicate complex insights to diverse audiences
• Exceptional collaboration skills, with the ability to influence and align senior leaders and cross-functional teams.
• Ability to operate effectively in a fast paced, deadline-driven environment

This position is a hub-based role which requires onsite presence. To be eligible for consideration, candidates must reside within a commuting distance to one of the following office locations: Minnetonka, MN, Madison, WI, or Omaha, NE. Onsite frequency is determined by business need as decided by leadership and may be up to 2-3 days a week.

The full salary range for this position is $98,400 - $168,600. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data.  In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica’s compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

We are an Equal Opportunity /Affirmative Action employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

Salary : $98,400 - $168,600