VoC Analysis & Insights Manager

Location: This position will work a hybrid model (remote and office). The Ideal candidate will live within 50 miles of one of our Elevance Health PulsePoint locations.

The VoC Analysis & Insights Manager will be responsible for managing the use of efficient and effective market research and may serve as a lead for the Market Research staff. We are seeking an innovative Customer Experience Researcher to join the Voice of the Customer (VoC) team. This role will focus on generating insights from transactional, relationship, and operational metrics to inform how they drive business and brand outcomes. The ideal candidate will have a passion for data, research, and translating insights into actionable strategies that shape customer experience.

How You Will Make An Impact

• Analyze and interpret VoC data to uncover insights into how transactional and relationship metrics influence brand perception and business outcomes.
• Design and execute research that connects operational performance with brand experience, identifying key drivers of customer satisfaction and loyalty.
• Collaborate with cross-functional teams to align VoC insights with business and brand strategies.
• Develop frameworks for tracking and reporting on the impact of brand experience on business growth and operational efficiency.
• Provide recommendations for optimizing transactional and operational touch points based on customer feedback and behavioral data.
• Drive continuous improvement of VoC programs, focusing on innovation and the latest research methodologies.
• Present research findings and actionable insights to stakeholders at all levels of the organization.
• Stay updated on the latest trends in customer experience, brand perception, and business analytics to ensure cutting-edge strategies.
• Researches trends and recommends strategic and tactical actions that further the development of profitable membership
• Incorporates business plans and strategies into research plans
• Integrates research management tools
• Builds and maintains relationships with key associates within the organization, vendors and peer groups
• Mentors and oversees work of market research analysts.
  
  

Minimum Requirements

Requires a BA/BS degree and a minimum of 5 years of related experience; or any combination of education and experience, which would provide an equivalent background.

Preferred Skills, Capabilities, And Experiences

• MA/MS/MBA preferred
• Health insurance or managed care experience preferred
• Insurance license may be required dependent on state.
• Program and/or project management experience preferred.
  
  

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. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

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. 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 may contact [email protected] for assistance.