Director, Voice of Customer – Health System Insights

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $119.1k - $186.6k / year

⏰ Full Time

🔴 Lead

👔 Director

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Cencora

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Cencora is a company dedicated to improving the health and well-being of both people and animals globally. Built on the legacy of AmerisourceBergen, Cencora offers a wide range of industry-leading solutions that encompass specialty logistics, warehousing, drug research, clinical development support, and more. They provide commercialization and patient access support and offer wholesale and specialty distribution services. Cencora serves a diverse clientele, including pharmaceutical companies, physician practices, pharmacies, and health systems. The company also extends its services to animal health, managing operations and delivering products for animal pharmaceutical care. With a strong global footprint, Cencora aims to reshape healthcare delivery through innovative products and solutions, striving to create healthier futures for all.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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

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