Program Director, Voice of the Customer (VoC) Insights

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 management, closed-loop feedback, or customer effort improvement programs.
• Practical familiarity with AI-enabled CX / VoC capabilities such as text analytics, speech analytics, conversational analytics, generative AI summarization, virtual assistants, agent assist, or journey analytics.
• Strong data fluency and ability to interpret dashboards, identify drivers, challenge assumptions, and partner with Analytics on measurement and impact validation.
• Ability to translate customer insights into executive narratives, business priorities, and measurable action plans.
• Strong influence, facilitation, communication, and change management skills.
• Understanding of privacy, compliance, and responsible AI considerations in a regulated environment.
• Healthcare payer or regulated industry experience.
• Experience improving Consumer Effort, NPS, CSAT, first contact resolution, repeat contact, transfer rate, digital containment, or cost-to-serve.
• Experience with VoC, contact center, journey analytics, or experience management platforms such as Qualtrics, Medallia, Genesys, Salesforce, ServiceNow, or similar tools.
• Familiarity with enterprise cloud and AI ecosystems such as AWS, Azure, or Google Cloud, including how these capabilities may support speech/text analytics, virtual assistants, agent assist, knowledge management, or agentic AI use cases

Location(s): Illinois

In addition to your salary, Elevance Health offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the Company. The Company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.

* The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future and actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations. No amount is wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state, and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process should submit the Accessibility Accommodation Request Form and a member of the team will be in contact.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 | Florida Agency for Health Care Administration.