Manager, Voice Member

Description

This role is responsible for executing Voice of the Member (VoM) capabilities that surface experience friction and drive measurable improvements across member‑and employee‑facing journeys, workflows, and processes. Voice of the Member operates as an experience performance function rather than a reporting function, designed to identify emerging issues, quantify impact, and enable prioritized action that reduces effort and improves outcomes. Working cross‑functionally and in close partnership with Simplification, Operations, Product, Digital, CRM and Technology teams, this role leverages member feedback, operational insights, and AI‑enabled techniques to identify patterns, develop actionable recommendations, and support decision‑making.

Through disciplined execution and team leadership, this role helps ensure experience insights are translated into meaningful operational, experience, and business improvements.

This role is responsible for executing Voice of the Member (VoM) capabilities that surface experience friction and drive measurable improvements across member‑and employee‑facing journeys, workflows, and processes. Voice of the Member operates as an experience performance function rather than a reporting function, designed to identify emerging issues, quantify impact, and enable prioritized action that reduces effort and improves outcomes. Working cross‑functionally and in close partnership with Simplification, Operations, Product, Digital, CRM and Technology teams, this role leverages member feedback, operational insights, and AI‑enabled techniques to identify patterns, develop actionable recommendations, and support decision‑making.

Through disciplined execution and team leadership, this role helps ensure experience insights are translated into meaningful operational, experience, and business improvements. Here’s what you can expect from the job and what you need to be successful:

• Lead day‑to‑day execution of the Voice of the Member (VoM) capability by capturing, consolidating, and synthesizing feedback and experience signals from multiple sources into actionable insights and recommendations.
• Maintain enterprise listening and signal‑detection processes, ensuring emerging patterns, rising friction, and experience breakdowns are identified and surfaced to stakeholders in a timely manner.
• Apply analytics and AI‑enabled techniques (e.g., text analytics, sentiment analysis, pattern detection) to identify experience signals, quantify friction, and support prioritization of improvement opportunities.
• Partner with analytics and business teams to connect member feedback to operational, financial, and experience outcomes and quantify the impact of identified issues.
• Coordinate Voice of the Member inputs across business functions, including Marketing, Digital, Product, and Service teams, to support a consistent and comprehensive view of member experience.
• Translate member feedback and experience signals into clear, decision‑ready problem statements and actionable recommendations.
• Partner with Simplification, Operations, Product, Digital, CRM, and other teams to ensure Voice of the Member insights are incorporated into prioritization discussions, solution design, and improvement initiatives.
• Support closed‑loop improvement by routing prioritized insights to accountable owners, tracking progress, and helping validate whether implemented changes reduce effort, friction, and repeat issues.
• Develop and maintain executive‑ and operational‑ready reporting and insight deliverables that highlight key trends, drivers, risks, and recommended actions.
• Contribute to benefit realization activities that evaluate the impact of member‑ and employee‑facing changes on experience,…