Senior Associate – Voice of Customer (Pipeline)

Senior Associate – Voice of Customer (Pipeline)

We are seeking a dynamic and experienced Senior Associate to lead our Voice of Customer (VOC) and operational excellence initiatives, driving a comprehensive customer experience strategy across our organization.

In this role, you will:

• Collaborate cross-functionally to establish and execute a robust customer experience metrics framework, incorporating industry KPIs and analytics to generate actionable insights.
• Conduct in-depth customer journey mapping, process mining, and design thinking exercises to identify pain points and opportunities for enhancing the customer experience.
• Develop and maintain insightful dashboards and data visualizations to enable data-driven decision-making.
• Serve as a subject matter expert and customer advocate, presenting customer experience results and findings to various stakeholders.
• Monitor and improve the Net Promoter Score (NPS) program, service satisfaction, and customer feedback engagement programs.
• Identify Kaizen projects to improve third-party administration (TPA) customer experience and generate insights from CX measurements.
• Leverage advanced analytical techniques, such as predictive modeling and customer segmentation, to uncover hidden patterns and inform personalized service delivery.
• Participate in cross-functional projects to create and maintain standardized data and dashboard development.

To succeed in this role, you will need:

• A Bachelor’s degree in industrial engineering or a related field.
• Proven experience in developing customer lifecycle and journey maps.
• Expertise in data analytics, reporting, and visualization tools, with the ability to leverage advanced statistical and predictive modeling techniques.
• In-depth knowledge of customer experience frameworks, journey mapping, design thinking, and process optimization.
• Deep understanding of the insurance or healthcare industry, particularly third-party administration.
• Certification in Lean, Six Sigma, Agile, Design Thinking, or other process improvement methodologies (PMP is highly desirable).
• Experience in leveraging emerging technologies, such as AI and machine learning, to enhance customer experience is a significant advantage.