Senior VoC Insights & CX Program Director

Elevance Health; Chicago (IL); Hybrid; USD 170,000 - 230,000; Full time

Job summary

Elevance Health seeks a Program Director, Voice of the Customer (VoC) to lead the enterprise VoC operating model and drive improvements across calls, chat, and digital interactions. You will run a cross-functional VoC Command Center, translate insights into business impact, and partner with Analytics, IT, and business teams.

This senior CX operating role requires responsible use of AI-enabled tools, governance, and collaboration with senior leaders to realize measurable outcomes for members and

Qualifications

• BA/BS and minimum of 10 years’ experience in external client facing program management or equivalent.
• Experience leading enterprise VoC, CX measurement, journey management, or related programs.
• Experience with AI-enabled CX capabilities such as text analytics or summarization.
• Strong data fluency and ability to interpret dashboards and drive measurable impact.

Responsibilities

• Direct the development, governance, and prioritization of enterprise VoC and Consumer Effort programs.
• Lead the enterprise Consumer Effort Command Center and coordinate executive updates.
• Manage VoC intake, prioritization, roadmap, and benefits tracking to translate pain points into action plans.
• Partner with Analytics, Operations, Product, Technology, and other teams to link VoC insights to operations.
• Provide leadership to program managers and collaborate with senior executives.

Skills

CX strategy

VoC program leadership

Cross-functional leadership

Data fluency

Stakeholder management

Education

Bachelor's degree

Tools

Qualtrics

Medallia

Genesys

Salesforce

AWS/Azure/GC

Job description

Elevance Health seeks a Program Director, Voice of the Customer (VoC) to lead the enterprise VoC operating model and drive improvements across calls, chat, and digital interactions. You will run a cross-functional VoC Command Center, translate insights into business impact, and partner with Analytics, IT, and business teams.

This senior CX operating role requires responsible use of AI-enabled tools, governance, and collaboration with senior leaders to realize measurable outcomes for members and