Director, Voice of Customer – Health System Insights

🕒 Ontem

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $119.100 - $186.560 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

👻 Score fantasma 0%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Aberta há 2 dias.
• As vagas desta empresa costumam ser preenchidas em 22 dias.

Candidatar-se

Encontrar Vagas Remotas Similares

Cencora

SiteLinkedInTodas as Vagas

10.000+ funcionários

💼 Consultoria

📦 Logística

🏥 Saúde

Consulting • Logistics • Healthcare

A Cencora é uma empresa dedicada a melhorar a saúde e o bem-estar de pessoas e animais em escala global. Com base no legado da AmerisourceBergen, a Cencora oferece uma ampla gama de soluções líderes do setor que abrangem logística especializada, armazenagem, pesquisa de medicamentos, suporte ao desenvolvimento clínico e muito mais. Ela fornece suporte à comercialização e acesso de pacientes e oferece serviços de distribuição atacadista e especializada. A Cencora atende um público diversificado, incluindo empresas farmacêuticas, consultórios médicos, farmácias e sistemas de saúde. A empresa também estende seus serviços para a saúde animal, gerenciando operações e entregando produtos para o cuidado farmacêutico animal. Com uma forte presença global, a Cencora tem como objetivo reformular a prestação de serviços de saúde por meio de produtos e soluções inovadoras, esforçando-se para criar futuros mais saudáveis para todos.

Descrição

• Own the strategy, programs and insights that explain how health system customers experience doing business with Cencora and why they choose or leave the company • Turn customer feedback into executive-ready stories that shape segment strategy, commercial priorities and investment decisions • Define the multi-year VoC and customer experience strategy for the health system segment • Build a listening architecture covering relationship surveys, transactional surveys, customer interviews, advisory boards and unstructured feedback • Map the health system customer journey across key personas and identify moments driving loyalty and churn • Set CX targets and track progress • Design, launch and run a win-loss program across distribution, solutions and services offerings • Partner with Sales and Contracting to define triggers, sampling and timing for wins and losses • Lead or oversee win-loss interviews and surveys • Identify win/loss patterns and translate them into recommendations for sales, pricing and offering teams • Own the end-to-end survey lifecycle with Market Research, including objectives, questionnaire design, sampling, fielding, analysis and reporting • Coordinate research requests to avoid over-surveying customers and reuse findings • Turn complex research into concise narratives for senior leaders • Build and deliver executive-level readouts to segment leadership, the executive team and health system customers as needed • Produce recurring VoC reporting, including quarterly insight briefs, dashboards and an annual state-of-the-customer review • Drive closed-loop action by assigning insight owners, tracking follow-through and reporting changes • Partner with Marketing, Communications and Market Research on positioning, messaging, campaigns and thought leadership • Partner with Sales, Account Management, Operations, Customer Service and Product/Solutions teams to embed insights in planning and execution • Represent the segment in enterprise VoC/CX forums and share best practices across business units • Champion a customer-centric culture through training, storytelling and making customer feedback visible in decisions

🎯 Requisitos

• Bachelor's degree in Marketing, Business, Psychology, Statistics, Communications or a related field • 5+ years of experience in voice of customer, customer experience, market research or customer insights, including 5+ years leading programs or teams • Proven experience designing and managing B2B customer surveys end to end • Track record of turning research into executive-level stories and presenting readouts to VP and C-suite audiences • Hands-on experience running or overseeing a win-loss or competitive insights program • Strong quantitative and qualitative skills: survey design, sampling, statistical analysis, interview synthesis and thematic coding • Experience managing research vendors and agencies, including scopes, budgets and deliverables • Proficiency with survey/experience platforms such as Qualtrics, Medallia or Momentive and BI tools such as Power BI or Tableau • Excellent written communication and data visualization skills; expert in PowerPoint • Demonstrated ability to influence without authority across Marketing, Sales, Operations and executive stakeholders • MBA or master's degree in Marketing Research, Business Analytics or a related field preferred • Experience in healthcare, pharmaceutical distribution, medical supply, GPOs or health IT preferred • Understanding of health system buying dynamics preferred • Experience connecting VoC data to financial outcomes preferred • Familiarity with text analytics or AI-assisted insight tools preferred • CX or research certifications such as CCXP or Insights Association PRC preferred • Experience standing up a VoC or win-loss program from scratch in a matrixed organization preferred

🏖️ Benefícios

• Medical, dental, and vision care • Backup dependent care • Adoption assistance • Infertility coverage • Family building support • Behavioral health solutions • Paid parental leave • Paid caregiver leave • Training programs • Professional development resources • Mentorship programs • Employee resource groups • Volunteer activities

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo