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Program Director, Voice of the Customer (VoC) Insights

Job

The Elevance Health Companies, Inc.

Chicago, IL (In Person)

Full-Time

Posted 5 days ago (Updated 14 hours ago) • Actively hiring

Expires 7/8/2026

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Job Description

Anticipated End Date:

2026-06-20

Position Title:

Program Director, Voice of the Customer (VoC) Insights Descripción del empleo: 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 For candidates working in person or virtually in the below locations, the salary• range for this specific position is $125,840-$188,760 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.

Nivel del empleo:

Equivalente de Director Turno de trabajo: Clasificación del empleo: BSP >

Program/Project Aviso:

Elevance Health solo acepta currículums enviados por agencias que tengan un acuerdo firmado con Elevance Health para recibir compensación. Cualquier currículum no solicitado, incluidos aquellos enviados a los gerentes de contratación, se considerará propiedad de Elevance Health. Quiénes Somos Elevance Health es una compañía de salud dedicada a mejorar vidas y comunidades, y a simplificar el cuidado de la salud. Somos una empresa Fortune 25 con una larga trayectoria en la industria del cuidado de la salud, y buscamos líderes en todos los niveles de la organización que tengan pasión por generar un impacto en nuestros miembros y las comunidades a las que servimos. Cómo Trabajamos En Elevance Health, estamos creando una cultura diseñada para impulsar nuestra estrategia, así como para promover el crecimiento personal y profesional de nuestros asociados. Nuestros valores y comportamientos son la raíz de nuestra cultura. Son la manera en que logramos nuestra estrategia, potenciamos los resultados del negocio y promovemos nuestro éxito compartido —para nuestros consumidores, nuestros asociados, nuestras comunidades y nuestro negocio. Ofrecemos una variedad de recompensas totales competitivas en el mercado, que incluyen aumentos por mérito, días festivos pagados, tiempo libre pagado (Paid Time Off), programas de bonos por incentivos (a menos que estén cubiertos por un convenio colectivo), beneficios médicos, dentales y de visión, discapacidad a corto y largo plazo, plan 401(k) con aportación equivalente, plan de compra de acciones, seguro de vida, programas de bienestar y recursos de educación financiera, entre otros. Elevance Health opera bajo una Estrategia de Fuerza Laboral Híbrida. A menos que el gerente de contratación especifique que el puesto es principalmente virtual, los asociados deben trabajar en una ubicación de Elevance Health al menos una vez por semana, y posiblemente varias veces por semana. Los requisitos y expectativas específicos para el tiempo presencial se discutirán durante el proceso de contratación. La salud de nuestros asociados y comunidades es una prioridad para Elevance Health. Requerimos que todos los candidatos nuevos en ciertos roles con interacción directa con pacientes o miembros se vacunen contra COVID‑19 e Influenza. Si no está vacunado, su oferta será revocada a menos que proporcione una explicación aceptable. Elevance Health también cumplirá con todas las leyes federales, estatales y locales aplicables. Elevance Health es un empleador que ofrece igualdad de oportunidades, y todos los solicitantes calificados recibirán consideración para empleo sin importar edad, estatus de ciudadanía, color, credo, discapacidad, etnicidad, información genética, género (incluida la identidad y expresión de género), estado civil, país de origen, raza, religión, sexo, orientación sexual, estatus de veterano o cualquier otra condición protegida por leyes federales, estatales o locales. Los solicitantes que requieran adaptaciones para participar en el proceso de solicitud de empleo deben enviar el siguiente formulario Accessibility Accommodation Request Form y un miembro del equipo se pondrá en contacto con usted. Los solicitantes calificados con antecedentes de arresto o condena serán considerados para empleo de acuerdo con todas las leyes federales, estatales y locales, incluyendo, entre otras, la Ordenanza de Oportunidad Justa del Condado de Los Ángeles y la Ley de Oportunidad Justa de California. Los posibles empleados que deben someterse a una verificación según la ley de Florida deben revisar los recursos de educación y concientización en: HB531 | Florida Agency for Health Care Administration.

NOTA:

Workday mantiene activas las ofertas de empleo hasta las 11:59:59 pm del día anterior a la fecha de finalización indicada.

Ejemplo:

Si la fecha de finalización es el 3/13, la oferta se retirará automáticamente el 3/12 a las 11:59:59 pm.

En otras palabras:

La oferta de trabajo está publicada hasta 3/13, no hasta el final del día 3/13. Elevance Health es una empresa de salud dedicada a mejorar las vidas y las comunidades, y a simplificar el cuidado médico. Anteriormente conocidos como Anthem, Inc., evolucionamos hasta convertirnos en una empresa enfocada en la salud integral y actualizamos nuestro nombre para reflejar mejor la dirección que ha tomado la empresa. Join our Talent Community and stay connected with company news, information, and future job opportunities.