Senior Director, Voice of Customer Intelligence

WEB-TPA, Inc.; Jacksonville (FL); On-site; USD 180,000 - 293,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Retirement plan with employer match

Paid time off and holidays

Wellness program

Job summary

GuideWell seeks a senior leader to own the Voice of Customer intelligence strategy, turning raw signals into prioritized insights. You will drive an always-on listening program, develop predictive models, and enable enterprise-wide decision-making across Health Services, Commercial and Government Markets, and Shared Services.

You will lead a cross-functional team of analysts and data scientists, champion data governance, and partner with stakeholders to deliver personalized experiences while

Qualifications

• 10+ years in data analytics, data science, or business intelligence.
• Expertise building and scaling data foundations, data warehouses, or analytics platforms.
• Strong background in predictive modeling and machine learning.
• Proven success deploying production analytics models (e.g., churn, NPS, retention).
• Experience leading cross-functional teams of analysts and data scientists.
• Deep understanding of customer experience metrics and VoC programs.
• Excellent communication skills translating insights for executives.
• 5+ years direct supervisory/management experience.
• Related Bachelor's degree or related equivalent work experience.

Responsibilities

• Lead development and delivery of insight briefs from diverse data sources.
• Set analytics methodology and standards for the organization.
• Own predictive models and ensure accuracy and deployment.
• Develop personalization capabilities for richer customer profiles.
• Drive enterprise decision-making with data-backed insights.
• Build and mentor a high-performing analytics team.
• Foster a data-driven culture and partnerships with business units.

Skills

Data analytics

Data science

Machine learning

Stakeholder management

Voice of Customer

Education

Bachelor's degree or related

Job description

GuideWell seeks a senior leader to own the Voice of Customer intelligence strategy, turning raw signals into prioritized insights. You will drive an always-on listening program, develop predictive models, and enable enterprise-wide decision-making across Health Services, Commercial and Government Markets, and Shared Services.

You will lead a cross-functional team of analysts and data scientists, champion data governance, and partner with stakeholders to deliver personalized experiences while