Program Director, Voice of the Customer (VoC) Insights
Core
Lead enterprise Voice of the Customer (VoC) and Consumer Effort programs to reduce member effort across calls, chat, and digital interactions by aligning cross-functional teams and turning insights into action.
Role type
Senior IC Program Director (CX Operating Model)
Builds
Enterprise VoC operating model, Consumer Effort Command Center, and actionable improvement plans for member experiences.
Domain
Healthcare payer / Customer Experience / Voice of the Customer
Required skills
Enterprise program management, cross-functional leadership, VoC strategy, Consumer Effort reduction, AI-enabled tool oversight, executive communication, change management, data fluency, regulated industry compliance
Preferred skills
Healthcare payer operations, journey management, closed-loop feedback, text/speech/conversational analytics, generative AI summarization, virtual assistants, agent assist, Qualtrics/Medallia/Genesys/Salesforce/ServiceNow, AWS/Azure/GCP
Technologies
Qualtrics, Medallia, Genesys, Salesforce, ServiceNow, AWS, Azure, Google Cloud
Responsibilities
Direct development and governance of enterprise VoC and Consumer Effort programs; Lead the Consumer Effort Command Center for hotspot reviews and action tracking; Partner with Analytics, Digital, Operations, and Clinical teams to connect insights to operational drivers; Use AI-enabled tools for topic discovery, sentiment analysis, and journey diagnostics; Facilitate cross-functional action sprints and develop executive reporting; Identify opportunities for virtual assistants and agentic AI to reduce member effort; Provide leadership to program managers and project managers.
Seniority
Senior, hands-on IC
