Program Director, VoC Insights

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Job Description:

Program Director

Location: This role requires associates to be in-office3 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.

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 an accommodation is granted as required by law. Alternate locations may be considered if candidate resides within a commutable distance from an office.

At Elevance Health we simplify healthcare and improve lives. The Program Director VoC (Voice of Customer) Insights orchestrates our enterprise VoC operating system to reduce Consumer Effort across calls chat and digital service interactions. Youll run a disciplined cross-functional VoC Command Center manage analysis and prioritization coordinate delivery with VoC/Analytics and platform owners and convert findings into sequenced actions with measurable business impact.

The Program Director VoC (Voice of Customer) Insightswill be focused on alignment governance cadence and realization - while partner teams execute analytics platform configuration and engineering work. Youll align a broad cross-functional coalition spanning the entire Enterprise across business units and functions (e.g. Service Operations Product Clinical and many others) to turn member signals into action.

How you will make an impact:

• Directs the development planning prioritization approval implementation and compliance of VoC cadence: leads 3x weekly Command Center (hotspots root cause owners/ETAs risks/asks benefits tracking) and publishes a crisp Executive VoC Brief (weekly) with trends decisions needed and status to target.
• Establishes program governance when needed to assure response to issue escalation; develops program budget and ensures program meets its stated objectives.
• Owns intake prioritization and roadmap: operates a transparent intake for issues hypotheses and requests; apply impact/urgency/effort/risk scoring and maintains the VoC backlog/roadmap aligned to AIP Consumer Effort and enterprise priorities.
• Provides subject matter expertise in response to day to day business issues; researches applicable subject matter practices; and remains aware of industry trends.
• Coordinates analytic and platform work: partners with VoC and Analytics teams to commission interpret and apply analyses (e.g. text/speech analytics driver and journey analyses) that identify effort reduction opportunities sequences and coordinates requests with VoC program and platform owners (dashboards alerts closed-loop workflows) and manages change control go-live readiness and integration of analytics outputs into daily and weekly Command Center routines.
• Develops communication documents and training criteria related to external client facing program success measures.
• Develops documentation to support meeting presentations and the tracking and reporting of the programs success.
• Translates insights into action: converts findings into short action charters (scope owner milestones measures) and facilitates 24 week sprints across stakeholder teams; verify readiness socialize playbooks and ensure adoption.
• Provides leadership to program managers and project managers.
• Typically reports to an executive and partners with Analytics to forecast and validate outcomes: track benefits and residual risk.
• Program directors typically manage external client facing programs that require managing activities and resources of multiple departments or business areas of the organization.

Minimum Requirements:

Requires a 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. MBA preferred. Project management certification (PMP) preferred.

Preferred Skills Capabilities and Experiences:

• CX/VoC/Insights or service transformation experience: leading enterprise programs in matrixed environments strongly preferred.
• Program/portfolio management depth:demand intake prioritization frameworks dependency/risk management OKRs SLAs benefits realization strongly preferred.
• Stakeholder leadership:adept at cross-functional alignment influence without authority and issue/risk escalation with executives strongly preferred.
• Analytics & measurement literacy:frames the right questions interprets partner-produced analyses and ties actions to CES repeat contacts complaints and cost-to-serve strongly preferred.
• Platform familiarity (not hands-on):understands Medallia/Qualtrics capabilities and closed-loop constructs to coordinate effectively with platform owners strongly preferred.
• Healthcare context:payer operations know-how; strong command of privacy/PHI and HIPAA requirements; comfortable operating with compliance partners strongly preferred.
• Built or ran a real-time command center/issue-management forum at scale preferred.
• Experience partnering with contact center operations and digital self-service teams preferred.
• Working familiarity with BI (Tableau/Power BI) and experimentation concepts to collaborate with analytics teams preferred.
• Certifications: PMP Lean/Six Sigma Design Thinking or CXPA preferred.

For candidates working in person or virtually in the below location(s) the salary* range for this specific position is $121176 to $181764.

Locations: Illinois; Minnesota

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 considered to be 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 Companys sole discretion unless and until paid and may be modified at the Companys sole discretion consistent with the law.

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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 may contact for assistance. 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.