Director, Voice of Customer – Health System Insights

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

📋 Description

• Take charge of the strategy, initiatives, and insights that elucidate how health system clients interact with Cencora and the reasons behind their decision to stay or leave.

• Transform customer feedback into polished narratives that inform segment strategy, commercial priorities, and investment decisions.

• Establish the multi-year Voice of Customer (VoC) and customer experience strategy for the health system sector.

• Develop a comprehensive listening framework comprising relationship surveys, transactional surveys, customer interviews, advisory boards, and unstructured feedback.

• Chart the health system customer journey across key personas to pinpoint factors that influence loyalty and attrition.

• Set customer experience targets and monitor progress.

• Design, initiate, and manage a win-loss program across distribution, solutions, and service offerings.

• Collaborate with Sales and Contracting to establish triggers, sampling, and timing for wins and losses.

• Lead or supervise win-loss interviews and surveys.

• Recognize win/loss trends and translate them into actionable recommendations for sales, pricing, and offering teams.

• Oversee the complete survey lifecycle with Market Research, including objectives, questionnaire design, sampling, fielding, analysis, and reporting.

• Coordinate research requests to minimize over-surveying customers and leverage existing findings.

• Simplify complex research findings into concise narratives for senior leadership.

• Create and present executive-level reports to segment leadership, the executive team, and health system clients as required.

• Generate ongoing VoC reporting, including quarterly insight briefs, dashboards, and an annual customer status review.

• Facilitate closed-loop actions by assigning insight owners, tracking follow-through, and reporting changes.

• Collaborate with Marketing, Communications, and Market Research on positioning, messaging, campaigns, and thought leadership.

• Work alongside Sales, Account Management, Operations, Customer Service, and Product/Solutions teams to integrate insights into planning and execution.

• Represent the segment in enterprise VoC/CX forums and share best practices across business units.

• Advocate for a customer-centric culture through training, storytelling, and making customer feedback visible in decision-making.

⛳️ Requirements

• A bachelor’s degree in Marketing, Business, Psychology, Statistics, Communications, or a related field.

• Over 5 years of experience in voice of customer, customer experience, market research, or customer insights, with at least 5 years leading programs or teams.

• Demonstrable experience in designing and managing B2B customer surveys from start to finish.

• Proven ability to convert research into executive-level narratives and deliver presentations to VP and C-suite audiences.

• Practical experience in running or overseeing win-loss or competitive insights programs.

• Strong quantitative and qualitative skills, including survey design, sampling, statistical analysis, interview synthesis, and thematic coding.

• Experience managing research vendors and agencies, including scopes, budgets, and deliverables.

• Proficient in survey/experience platforms such as Qualtrics, Medallia, or Momentive, and BI tools like Power BI or Tableau.

• Exceptional written communication and data visualization skills, with expertise in PowerPoint.

• Demonstrated capability to influence without authority across Marketing, Sales, Operations, and executive stakeholders.

• An MBA or master's degree in Marketing Research, Business Analytics, or a related field is preferred.

• Experience in healthcare, pharmaceutical distribution, medical supply, Group Purchasing Organizations (GPOs), or health IT is preferred.

• Familiarity with health system purchasing dynamics is preferred.

• Experience linking VoC data to financial outcomes is preferred.

• Knowledge of text analytics or AI-enhanced insight tools is preferred.

• CX or research certifications such as CCXP or Insights Association PRC are preferred.

• Experience establishing a VoC or win-loss program from the ground up in a matrixed organization is preferred.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Family building support.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship programs.

• Employee resource groups.

• Volunteer activities.