Senior Voice of the Customer Professional

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

📋 Description

• Collaborate within a multidisciplinary team to enhance Humana's understanding of customer interactions with our products and services.

• Leverage customer feedback, survey insights, sentiment analysis, behavioral signals, and experience KPIs to pinpoint friction points, unmet needs, emerging trends, and opportunities for enhancing the member experience.

• Convert customer experience data into actionable insights and facilitate comprehensive journey improvements.

• Utilize judgment, analytical precision, and effective communication to influence outcomes, ensuring informed decision-making and supporting consumer-centered improvement projects throughout the organization.

• Offer daily guidance and subject matter expertise to CX professionals, ensuring the successful delivery of insights and improvement initiatives.

• Assist in executing the Voice of the Customer program across Humana's platforms, encompassing feedback gathering, survey development, sentiment evaluation, and experience performance tracking.

• Employ tools such as Qualtrics and analytical platforms to gather, analyze, and interpret customer feedback across various channels.

• Assess both structured and unstructured feedback to uncover trends, themes, pain points, user needs, and opportunities for product enhancements.

• Track experience KPIs like NPS, CSAT, Customer Effort Score, Task Completion, sentiment, and customer behavior trends over time.

• Probe into recurring issues and root causes to comprehend the factors contributing to friction and their impact on the customer experience.

• Transform findings into actionable insights and recommendations to guide product roadmaps, experience strategies, content enhancements, and design decisions.

• Generate reports, dashboards, and presentations suitable for stakeholders that effectively convey key themes, insights, recommendations, and business implications.

• Monitor the effects of implemented changes and assist teams in understanding whether enhancements are alleviating friction, boosting satisfaction, or facilitating better task completion.

• Collaborate across functions with Product, Research, Content, Design, Analytics, IT, and business stakeholders to synchronize VOC insights with product strategy and implementation.

• Present customer feedback and experience insights in a clear, persuasive manner that ensures teams are attuned to member needs and experience performance.

• Aid in experience improvement projects targeting prioritized end-to-end customer journeys.

⛳️ Requirements

• Bachelor's Degree in Business, Analytics, Marketing, Research, Customer Experience, User Experience, Data Science, Healthcare Administration, or a related discipline.

• Over 5 years of relevant experience in voice of customer, customer experience, UX research, product research, insights, analytics, or a comparable role.

• Proficiency in collecting, analyzing, and interpreting customer feedback across multiple channels.

• Familiarity with Qualtrics or similar voice-of-customer, survey, or experience management tools.

• Experience in designing surveys, managing feedback programs, and evaluating customer sentiment.

• Strong analytical capabilities, adept at identifying trends, themes, pain points, and opportunities from both structured and unstructured data.

• Background in creating reports, dashboards, and executive-level presentations that encapsulate insights and recommendations.

• Ability to convert complex data into succinct, actionable recommendations for product, design, content, analytics, and business stakeholders.

🏝️ Benefits

• Medical, dental, and vision coverage.

• 401(k) retirement savings plan.

• Paid time off, including company holidays and personal days, as well as paid parental and caregiver leave.

• Short-term and long-term disability coverage.

• Life insurance.