**Experienced Director of Customer Experience Measurement - Driving Consumer-Centricity at blithequark**

Are you a seasoned professional with a passion for customer-centricity and a knack for driving business growth through data-driven insights? Do you thrive in fast-paced, dynamic environments where no two days are ever the same? If so, we invite you to join blithequark's Customer Success and Growth Organization as the Director of Customer Experience Measurement. At blithequark, we're on a mission to revolutionize the healthcare industry by creating personalized, convenient, and affordable experiences for our customers, members, clients, and colleagues. Our Customer Success and Growth Organization is at the forefront of this effort, and we're seeking a talented leader to help us achieve our goal of becoming the most consumer-centric health company. **About blithequark** blithequark is a leading healthcare company that's committed to putting our heart into every moment of our customers' health. Our purpose is simple: to deliver enhanced human-centric healthcare for a rapidly changing world. We're anchored in our brand, with heart at its center, and we're passionate about creating heartfelt, personalized moments for those we serve. **The Role** As the Director of Customer Experience Measurement, you'll play a critical role in helping blithequark achieve its goal of becoming the most consumer-centric health company. You'll lead a high-performing team of customer insights professionals and be responsible for measuring and driving action on consumer feedback across all our businesses. Your expertise will be instrumental in establishing a consumer-centric culture at blithequark, and you'll have the opportunity to drive enterprise-wide insights through the ownership of our CX measurement and analytic programs. **Key Responsibilities** * Ensure consistent and reliable measurement of customer experience for the Health Care Business unit, providing accurate key customer experience metrics to business partners and the blithequark enterprise. * Manage the CX measurement programs for Aetna, including feedback from consumer surveys and synthesizing with other sources, such as social media, call transcripts, digital sessions, and other operational data. * Own the customer experience platform (Medallia) for the Aetna business, leading the team responsible for survey design, insights creation, dashboard design, and data management. * Conceive and execute enhancements to the existing customer experience roadmap, including applicable technology, analytic methods, and data sources needed to provide a 360-degree view of the customer experience. * Build relationships and effectively influence senior leadership within partner organizations to ensure that we're systemically acting on consumer feedback. * Lead and develop a team of customer insights experience professionals, providing guidance, coaching, and mentorship to help them grow and develop in their careers. **Requirements** * 10 years of overall work experience, with 7+ years of experience in measuring and analyzing customer feedback, generating insights and implications, and using the resulting insight to drive change/influence the customer experience. * 5+ years of experience with Medallia, Qualtrics, Sprinklr, and other customer experience measurement platforms. * 7+ years of Microsoft Office Suite experience, especially PowerPoint and Excel, and document management skills. * 3+ years of prior experience managing individual contributors. * Ability to analyze structured and unstructured data using multiple tools and perform and interpret statistical analysis to tell data-driven stories that can lead to actionable insights. * Proven ability to build relationships across large and complex organizations and communicate effectively and influence senior leadership. * Experience in the Healthcare Insurance Industry, programming experience (R, Python, SAS, SPSS, etc.), and familiarity handling large datasets are a plus but not required. **Preferred Qualifications** * Experience managing vendors relationships and implementing new platforms. * Demonstrated ability to thrive in highly complex environments. * Bachelor's Degree or equivalent (HS Diploma and 4 years of experience) required; Master's preferred. **What We Offer** * Competitive salary range: $100,000.00 - $231,540.00 * Bonus, commission, or short-term incentive program * Award target in the company's equity award program * Comprehensive benefits package, including medical, dental, and vision benefits * 401(k) retirement savings plan and Employee Stock Purchase Plan * Fully-paid term life insurance plan and short-term and long-term disability benefits * Well-being programs, education assistance, free development courses, and a CVS store discount * Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year **Work Environment and Culture** * Hybrid position, requiring the individual to come into one of the offices 3 days a week (Tuesday, Wednesday, and Thursday) * Open to these locations: Woonsocket, RI; New York, NY; Hartford, CT; Wellesley, MA or Boston, MA; Chicago, IL * Collaborative and agile environment, with a focus on teamwork and innovation * Emphasis on work-life balance and employee well-being * Opportunities for professional growth and development, with a focus on continuous learning and improvement **How to Apply** If you're a motivated and results-driven professional with a passion for customer-centricity, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you! Apply Job! Apply for this job