As the Voice of Customer Manager at Medica, you'll lead efforts to gather and analyze customer insights, driving strategic decisions to enhance customer experiences. You'll collaborate with cross-functional teams, develop actionable insights, and champion a customer-centric culture across the organization.
Key Responsibilities
Develop and implement a comprehensive VoC program
Oversee collection and analysis of customer feedback data
Transform customer feedback into actionable recommendations
Lead a team of 2-5 direct reports
Regularly present reports to senior leadership
Required Qualifications
Bachelor's degree in Business, Data Science, Analytics, Consumer Insights, Market Research or Statistics
5 years of experience in Voice of the customer, customer insights, research, customer experience or related field
Preferred Qualifications
1 year of leadership experience
2+ years experience in the healthcare/health insurance industry
Understanding of health insurance customer journeys
Experience with Qualtrics, Medallia or 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
Benefits & Perks
Competitive medical, dental, vision insurancePaid time off (PTO) and holidaysPaid volunteer time off401K contributionsCaregiver services