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 Strategy & 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.
