Associate Director, Net Promoter Score

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the development, implementation, and continuous enhancement of the NPSr strategy, framework, and operating model.

• Supervise the collection, analysis, interpretation, and reporting of NPSr and associated experience metrics.

• Convert feedback from customers, members, providers, or associates into actionable insights and recommendations.

• Collaborate with leaders from operations, marketing, product, digital, service, and analytics to propel improvement initiatives.

• Establish governance, processes, and accountability for NPSr performance across various teams and business segments.

• Create and sustain dashboards, reporting rhythms, and executive-level presentations.

• Identify root causes of experience outcomes and recommend both strategic and operational actions.

• Monitor program effectiveness while consistently improving methodology, reporting, and follow-up processes.

• Lead a team tasked with feedback programs, insight generation, and action planning.

• Foster a culture of customer-centricity and data-informed decision-making throughout the organization.

• Manage a team of 6 associates, influencing team culture, and providing coaching and development opportunities.

• Drive enterprise-wide alignment regarding customer feedback, experience measurement, insight generation, and action planning.

⛳️ Requirements

• Bachelor’s degree in business, marketing, analytics, consumer insights, healthcare administration, or a related discipline.

• Over 6 years of progressive experience in customer experience, insights, strategy, analytics, or similar roles.

• At least 3 years of leadership experience managing teams and cross-functional initiatives.

• Extensive experience with NPS, VoC, CX measurement, survey design, insights generation, and performance reporting.

• Proven ability to influence senior leaders and drive organizational change.

• Excellent analytical, communication, presentation, and storytelling capabilities.

• Experience leading through ambiguity and developing scalable processes.

• Ability to work during Eastern Standard Time (EST) hours.

• Willingness to travel up to 10% of the time.

• Minimum home internet speed of 25 Mbps download and 10 Mbps upload.

• A dedicated workspace free from ongoing interruptions to safeguard member PHI/HIPAA information.

• Master’s degree in business, public health, marketing, analytics, or a related field (preferred).

• Experience in healthcare, insurance, or other highly regulated sectors (preferred).

• Familiarity with enterprise data, digital experience platforms, and feedback management tools (preferred).

• Experience in integrating qualitative and quantitative insights into business strategies (preferred).

• Proven track record of driving measurable improvements in satisfaction, loyalty, retention, or brand perception (preferred).

🏝️ Benefits

• Bonus incentive plan based on company and/or individual performance.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Dedicated home workspace arrangement.

• Remote work arrangement.

• Occasional travel to Humana offices for training or meetings.