Program Director, Voice of the Customer – Insights

Role Overview

• Direct the development, planning, prioritization, approval, implementation, and governance of enterprise Voice of the Customer and Consumer Effort programs, ensuring timely response to issue escalation and alignment to stated objectives.
• Lead the enterprise Consumer Effort Command Center, including hotspot reviews, root-cause discussions, owner follow-up, action tracking, and executive updates.
• Manage VoC intake, prioritization, roadmap, backlog, decision log, risk register, and benefits tracking to translate high-impact member pain points into clear action plans and measurable outcomes.
• Partner with Analytics, Digital, Operations, Product, Clinical, Pharmacy, Provider, Technology, Compliance, and corporate and regional business teams to connect VoC insights to operational drivers and coordinate resources across multiple departments.
• Provide subject matter expertise on day-to-day business issues, research relevant practices, and stay current on industry trends and emerging AI-enabled capabilities that can improve member experience.
• Use AI-enabled tools for topic discovery, sentiment analysis, verbatim summarization, anomaly detection, journey diagnostics, and executive storytelling, while ensuring outputs are human-reviewed, explainable, and appropriate for a regulated healthcare environment.
• Facilitate cross-functional action sprints and develop communication materials, training criteria, presentations, and program reporting tied to success measures and pre/post impact.
• Identify opportunities where virtual assistants, agent assist, self-service, knowledge management, proactive outreach, or agentic AI can reduce member effort and improve service outcomes.
• Manage leadership communications and executive-ready updates that distinguish true experience signals from noise, volume mix, or data-quality issues.
• Provide leadership to program managers and project managers, while maintaining strong partnerships with external-facing stakeholders and senior executives.

Requirements

• BA/BS and minimum of 10 years’ experience in external client facing program management, project management; complex business processes, strategic and business planning; or any combination of education and experience, which would provide an equivalent background.
• 10+ years of experience in Customer Experience, Voice of the Customer, service operations, digital products, healthcare operations, analytics, or enterprise program management.
• 5+ years leading complex, cross-functional initiatives with senior leadership visibility.
• Experience managing VoC, CX measurement, journey management, closed-loop feedback, or customer effort improvement programs.
• Practical familiarity with AI-enabled CX / VoC capabilities such as text analytics, speech analytics, conversational analytics, generative AI summarization, virtual assistants, agent assist, or journey analytics.
• Strong data fluency and ability to interpret dashboards, identify drivers, challenge assumptions, and partner with Analytics on measurement and impact validation.
• Ability to translate customer insights into executive narratives, business priorities, and measurable action plans.
• Strong influence, facilitation, communication, and change management skills.
• Understanding of privacy, compliance, and responsible AI considerations in a regulated environment.
• Healthcare payer or regulated industry experience.
• Experience improving Consumer Effort, NPS, CSAT, first contact resolution, repeat contact, transfer rate, digital containment, or cost-to-serve.
• Experience with VoC, contact center, journey analytics, or experience management platforms such as Qualtrics, Medallia, Genesys, Salesforce, ServiceNow, or similar tools.
• Familiarity with enterprise cloud and AI ecosystems such as AWS, Azure, or Google Cloud, including how these capabilities may support speech/text analytics, virtual assistants, agent assist, knowledge management, or agentic AI use cases.

Tech Stack

• AWS
• Azure
• Cloud
• ServiceNow

Benefits

• comprehensive benefits package
• incentive and recognition programs
• equity stock purchase
• 401k contribution