Program Lead: Voice of the Customer

Hi, we’re Gravie. We improve the way employers offer health benefits and provide employees coverage they can actually use. We’re looking for a Voice of Customer (VOC) Program Lead. The VOC Program Lead at Gravie is someone to drives the design, implementation, and maintenance of VOC programs, including tools, data analysis, and customer insights. They will ensure leaders and teams at Gravie have timely access to actionable Customer Experience (CX) Research and VOC insights. Key deliverables will provide actionable insights to inform experiences for members, providers, employers, and brokers. They will work closely with Brand, Marketing, Experience Design, Product Strategy, Digital Product, Analytics, and Clinical teams to support better member outcomes and deliver on business goals. This role requires someone with experience creating and driving VOC programs and CX research and insights, ideally with advanced statistical understanding. 

At Gravie, our mission is to improve the way people purchase and access healthcare through innovative, consumer-centric health benefit solutions. Our industry-changing products and services are developed and delivered by a diverse group of unique people. We encourage you to be your authentic self - we like you that way.

• Develop and lead VOC programs and identify areas to drive deeper CX understanding through research or experimentation.

• Develop and maintain mechanisms to capture CX data through direct and indirect channels – including surveys, interviews, focus groups, and other sources.

• Partner with Analytics team on CX VOC data, reporting, and customer feedback.

• Define and track customer satisfaction, engagement, effort, and loyalty measures, including setting target and reach metrics.

•Translate data, research, and insights throughout the organization, including to Executives.

• Collaborate across the organization to respond to VOC insights, share learnings, outcomes, and recommendations, if applicable.

• 10+ years experience, including direct experience leading a Voice of Customer or other customer feedback or insights program. 

• 5+ years demonstrated experience in customer insights and customer research.

• Ability to synthesize insights and leverage data to make decisions and recommendations.

• Exceptional quantitative and qualitative research skills and understanding. 

• Exceptional written and verbal communications skills. 

• Creative mindset for identifying opportunities and developing VOC programs.

• Empathy – you’re able to put yourself in the members’ shoes.

• A ‘get things done’ attitude even if it’s not been done before. • You are scrappy and resourceful. 

• Previous start-up company or healthcare experience.

• Experience with Qualtrics, SurveyMonkey, or Tableau.