Senior Director, Voice of Customer Intelligence

GuideWell; 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

Volunteer time off

Well-being days

Job summary

GuideWell seeks a Principal Experience Intelligence leader to shape enterprise VoC analytics, oversee an always-on listening strategy, and drive predictive intelligence across Health Services, Commercial and Government Markets, and Shared Services. You will translate data into prioritized insights, optimize customer experience, and lead a high-performing team in a shared service model.

You will build governance for data quality, leverage models (CAHPS, HOS, NPS) producing actionable insights,

Qualifications

• 10+ years in data analytics, data science, or business intelligence.
• Experience building data foundations and analytics platforms.
• Expertise in predictive modeling, statistics, and ML.
• Proven success deploying production analytics models.
• Experience leading cross-functional analytics teams.
• Strong communication of technical insights to executives.

Responsibilities

• Own enterprise experience strategy and activation across multiple dimensions.
• Build an always-on listening strategy for member, prospect, and patient feedback.
• Develop unified profiles for personalization and segmentation.
• Lead opportunities from VoC and market intelligence to product insights.
• Own predictive models and ensure production deployment.
• Develop and scale personalization capabilities for individualized experiences.
• Translate data signals into prioritized business insights.

Skills

Data analytics

Data science

Business intelligence

Predictive modeling

Statistical analysis

Machine learning

Cross-functional leadership

Churn prediction

NPS

Executive communication

Education

Bachelor's degree

Job description

GuideWell seeks a Principal Experience Intelligence leader to shape enterprise VoC analytics, oversee an always-on listening strategy, and drive predictive intelligence across Health Services, Commercial and Government Markets, and Shared Services. You will translate data into prioritized insights, optimize customer experience, and lead a high-performing team in a shared service model.

You will build governance for data quality, leverage models (CAHPS, HOS, NPS) producing actionable insights,