Senior Director, Voice of Customer Intelligence & Experience

Florida Blue Group; Jacksonville (FL); On-site; USD 180,000 - 293,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Disability coverage (short & long-term

Retirement plan with employer match

Paid time off & holidays

Wellness program

Job summary

Florida Blue seeks a Principal Experience Intelligence leader to shape the Voice of the Customer (VoC) program and translate signals into prioritized, actionable insights across Health Services, Commercial and Government Markets. This senior role reports to the VP of Enterprise Customer Experience & Engagement.

You will build a high-performing team, drive data integrity, model governance, and enterprise adoption of analytics to inform product development and experience optimization.

Qualifications

• 10+ years experience in data analytics, data science, or business intelligence.
• Strong background in predictive modeling and machine learning.
• Experience leading cross-functional teams and communicating with executives.
• Healthcare/insurance domain experience preferred.

Responsibilities

• Own the VoC strategy and end-to-end experience insights across nine dimensions.
• Lead the development and deployment of predictive models and analytics capabilities.
• Drive data governance, model governance, and enterprise adoption of analytics.
• Build and mentor a high-performing team of analysts and data scientists.
• Partner with stakeholders across Health Services, Commercial, Government Markets, and Shared Services.

Skills

Data analytics

Data science

Predictive modeling

Cross-functional leadership

Executive communication

Education

Bachelor's degree or higher in a related field

Tools

CDPs

Marketing automation

Job description

Florida Blue seeks a Principal Experience Intelligence leader to shape the Voice of the Customer (VoC) program and translate signals into prioritized, actionable insights across Health Services, Commercial and Government Markets. This senior role reports to the VP of Enterprise Customer Experience & Engagement.

You will build a high-performing team, drive data integrity, model governance, and enterprise adoption of analytics to inform product development and experience optimization.