Director, Voice of Customer and Journeys - Remote

Lensa; Providence (RI); Remote; USD 124,000 - 211,000; Full time

Job summary

A leading career site is looking for a Director, Voice of Customer and Journeys to enhance customer experience at Prime Therapeutics. The role focuses on overseeing customer feedback processes and collaborating across departments to ensure customer-centric strategies are implemented effectively.

Qualifications

• 8 years in market research, customer experience, VOC, or related roles.
• 5 years of leadership/people management experience.
• Proficiency in Microsoft Office, especially PowerPoint.

Responsibilities

• Drive consultation and delivery of insights from VOC for B2B and B2C customers.
• Manage brand and customer experience improvements through closed-loop feedback systems.
• Analyze VOC feedback and present insights for leadership.

Skills

Interpersonal skills

Research skills

Analytical skills

Communication skills

Project management

Education

Bachelor’s degree in business, marketing or related field

Tools

Microsoft Office

Job description

Director, Voice of Customer and Journeys - Remote

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Lensa is the leading career site for job seekers at every stage of their career. Our client, Prime Therapeutics, is seeking professionals. Apply via Lensa today!

Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make.

Job Posting Title

Director, Voice of Customer and Journeys - Remote

Job Description

The Director, Voice of Customer and Journeys oversees teams that drive continuous improvement of the overall company brand experience across all of Prime’s customers, including members, health plans, employers, providers, consultants, and other audiences. The director leads teams that consult, provide insights from voice of customer (VOC), and lead experience design and journey management efforts to improve strategic decisions and drive action via feedback loops, including the Net Promoter System (NPS). The director is a subject matter expert in brand and customer insights and experiences, serving as a trusted partner and thought leader that collaborates closely across all departments at Prime.

Responsibilities

1. Drive the consultation and delivery of insights and recommendations from VOC for Prime’s B2B and B2C customers: health plans, employer groups, providers, consultants, members, employees, and stakeholders; support stakeholder engagement and translate business needs into VOC goals and methodology.
2. Lead the execution of quantitative and qualitative VOC, monitor customer experience trends, and provide actionable insights to inform strategic efforts; oversee tools used for gathering and responding to customer feedback.
3. Manage brand, customer, and product experience improvements by enabling closed-loop feedback systems such as NPS; ensure timely and effective stakeholder actions based on VOC feedback.
4. Oversee the development and maintenance of customer journey maps to identify experience improvement opportunities; coach teams on personas, journey mapping, and other techniques.
5. Establish cross-functional relationships with leadership across Prime to promote the value of VOC in strategic decisions and foster a customer-centric culture.
6. Disseminate VOC insights to influence brand and customer experience, collaborating with HR to integrate employee and customer insights.
7. Manage department staffing, performance, and development, demonstrating Prime’s leadership expectations.
8. Analyze VOC feedback and data using analytics and statistical techniques; interpret trends and create impactful, story-driven presentations for leadership.
9. Serve as a Subject Matter Expert on enterprise brand and customer experience, staying updated on best practices and establishing external relationships to improve VOC programs.
10. Perform other duties as assigned.

Education & Experience

1. Bachelor’s degree in business, marketing, or related field, or equivalent experience.
2. 8 years in market research, customer experience, VOC, or related roles.
3. 5 years of leadership/people management experience.

Must be eligible to work in the U.S. without sponsorship.

Additional Qualifications

• Strong interpersonal and consulting skills; ability to earn trust and collaborate across departments and seniority levels.
• Exceptional research skills in qualitative and quantitative methods.
• Strong analytical and reporting skills; ability to synthesize complex data into clear insights.
• Excellent communication skills for diverse audiences.
• Effective project management and high attention to detail in a fast-paced environment.
• Proficiency in Microsoft Office, especially PowerPoint.
• Ability to manage multiple projects with deadlines.

Preferred Qualifications

• MBA or advanced degree.
• Healthcare or PBM experience.
• Experience with survey platforms like Qualtrics.
• Experience with feedback loop systems and NPS.
• Knowledge of personas, journey maps, and customer experience tools.

Physical Demands

• Remain stationary for 50% of the time; able to move/traverse as needed.
• Operate computer and office equipment constantly.
• Communicate effectively; exchange accurate information.
• Travel up to 10%.
• Occasionally lift/move up to 25 pounds.

Employees must adhere to security responsibilities and legal requirements.

Potential pay ranges from $124,000 to $211,000 based on experience and skills.

For benefits details, visit Benefits Page.

Prime Therapeutics is an equal opportunity employer, encouraging diverse candidates to apply. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, age, veteran status, or other protected classes.

We welcome applicants of different backgrounds and abilities, including those requiring accommodations.

Contact Human Resources at 1.866.469.1257 or [e-mail] for accommodations.

Additional Details

• Seniority level: Director
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting

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