Program Director, Voice Customer; VoC Insights

Position: Program Director, Voice of the Customer (VoC) Insights
Anticipated End Date:

Position Title:

Program Director, Voice of the Customer (VoC) Insights

Job Description:

Program Director, Voice of the Customer (VOC)

Location:

This role requires associates to be in-office 3 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law

At Elevance Health, we simplify healthcare and improve lives. The Program Director, VoC (Voice of Customer) Insights leads our enterprise VoC operating model to reduce Consumer Effort across calls, chat, and digital interactions. You'll run a cross-functional VoC Command Center, drive analysis and prioritization, coordinate with VoC/Analytics and platform owners, and turn insights into measurable business impact.

This role focuses on alignment, governance, cadence, and results realization while partner teams handle analytics, platform configuration, and engineering. You'll align cross-functional teams across the enterprise to turn member signals into action.

This is not a technical AI engineering role. It is a senior CX operating role for a leader who can use AI-enabled tools responsibly, partner with Analytics and Technology, and mobilize cross-functional owners to deliver measurable improvement.

Core Responsibilities

* Direct the development, planning, prioritization, approval, implementation, and governance of enterprise Voice of the Customer and Consumer Effort programs, ensuring timely response to issue escalation and alignment to stated objectives.

* Lead the enterprise Consumer Effort Command Center, including hotspot reviews, root-cause discussions, owner follow-up, action tracking, and executive updates.

* Manage VoC intake, prioritization, roadmap, backlog, decision log, risk register, and benefits tracking to translate high-impact member pain points into clear action plans and measurable outcomes.

* Partner with Analytics, Digital, Operations, Product, Clinical, Pharmacy, Provider, Technology, Compliance, and corporate and regional business teams to connect VoC insights to operational drivers and coordinate resources across multiple departments.

* Provide subject matter expertise on day-to-day business issues, research relevant practices, and stay current on industry trends and emerging AI-enabled capabilities that can improve member experience.

* Use AI-enabled tools for topic discovery, sentiment analysis, verbatim summarization, anomaly detection, journey diagnostics, and executive storytelling, while ensuring outputs are human-reviewed, explainable, and appropriate for a regulated healthcare environment.

* Facilitate cross-functional action sprints and develop communication materials, training criteria, presentations, and program reporting tied to success measures and pre/post impact.

* Identify opportunities where virtual assistants, agent assist, self-service, knowledge management, proactive outreach, or agentic AI can reduce member effort and improve service outcomes.

* Manage leadership communications and executive-ready updates that distinguish true experience signals from noise, volume mix, or data-quality issues.

* Provide leadership to program managers and project managers, while maintaining strong partnerships with external-facing stakeholders and senior executives.

Key Outcomes

* Improve Consumer Effort Scores across priority member journeys, channels, and high-friction experiences.

* Strengthen the enterprise VoC operating model, including issue detection, prioritization, ownership, action tracking, and benefits measurement.

* Use AI-enabled VoC and CX tools to synthesize survey feedback, verbatims, call/chat transcripts, digital signals, and operational data.

* Accelerate root-cause identification and resolution of member pain points through the Consumer Effort Command Center.

* Provide clear visibility to progress against enterprise CX priorities, AIP Consumer Effort targets, and business impact.

Requirements

BA/BS and minimum of 10 years' experience in external client facing program management, project management; complex business processes, strategic and business planning; or any combination of education and experience, which would provide an equivalent background.

Preferred Qualifications

* 10+ years of experience in Customer Experience, Voice of the Customer, service operations, digital products, healthcare operations, analytics, or enterprise program management.

* 5+ years leading complex, cross-functional initiatives with senior leadership visibility.

* Experience managing VoC, CX measurement, journey…