Collaborate with the Service Excellence team to improve the experience for customers (Member & Provider)
Drive innovation and efficiencies within the call center
Explore and apply AI capabilities to improve how we collect, analyze, and act on customer insights
Evolve enterprise Voice of the Customer (VoC) and Customer Experience (CX) programs across all lines of business
Explore and experiment with new methods, tools and automation for gathering sentiment
Define and prioritize the AI roadmap for call center initiatives
Define success metrics, measure outcomes, and track AI initiative impact over time
Stay updated on AI trends and best practices for customer research
Manage call center analysis efforts that drive measurement, prioritization, and implementation of identified opportunities
Prepare stakeholder materials, demos, and use case summaries
Act as liaison with call monitoring vendor
Lead and mentor Voice of the Customer Insights Analysts

Bachelor's degree in Marketing, Business, Communications, a health care field, or related field required
Five (5) years Customer service experience related to healthcare payer dealing with both members and providers required
Three (3) years Leadership experience required
Proficiency in Microsoft Excel and PowerPoint is required
Critical thinking, creative problem-solving, knowledge and experience with journey mapping and storytelling (personas, journey mapping), strongly preferred
Excellent communication and stakeholder engagement skills
Strong ability to communicate and collaborate with stakeholders across different levels
Familiarity with creating agentic experiences that proactively anticipate user needs, adapt in real time, and deliver personalized healthcare solutions, strongly preferred
Ability to analyze processes and produce recommendations for improvements
Ability to develop, prioritize, accomplish goals and the capability to work independently
Ability to keep current on technologies through self-directed learning.
Excellent written and verbal communication skills, with a high level of attention to detail.
Strong leadership, interpersonal and active listening skills.
Proven ability to coach and inspire direct reports to achieve required goals and key performance indicators.

Manager, Speech Analytics, Insights

Key skills