Program Director, Voice of the Customer (VoC) Insights

We need to output HTML fragment with sections: About the role? The posting includes description: "At Elevance Health, we simplify healthcare...". That's about the role. Then Core Responsibilities, Requirements, Preferred Qualifications, Benefits, Pay, Schedule? There's location/hybrid schedule: "This role requires associates to be in-office 3 days per week..." That's schedule info. Also pay range: "$125,840-$188,760". Benefits: "In addition to your salary, Elevance Health offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements)." Also later they list many benefits but we can summarize as comprehensive benefits package etc. Must not include boilerplate like EEO etc. Must preserve all substantive info. Must not repeat job title as heading. Must not include Job ID. Must not include application instructions. Must not include cookie/navigation/legal/EEO etc. Must not include duplicated lines. We need sections only when there is real specific content. So we can have:

About the role

with paragraph(s) describing role.

Responsibilities

with

• list of core responsibilities.

  Requirements

  with
  • list of requirements (BA/BS + 10 years experience etc.)

    Preferred Qualifications

    with
    • list.

      Benefits

      with

      describing benefits.

      Pay

      with

      salary range.

      Schedule

      with

      hybrid schedule (3 days in-office). We must not include sections with filler like "commensurate with experience". All content present. We need to preserve all substantive info: The description about role: "At Elevance Health, we simplify healthcare and improve lives. The Program Director, VoC (Voice of Customer) Insights leads our enterprise VoC operating model to reduce Consumer Effort across calls, chat, and digital interactions. You’ll run a cross-functional VoC Command Center, drive analysis and prioritization, coordinate with VoC/Analytics and platform owners, and turn insights into measurable business impact. This role focuses on alignment, governance, cadence, and results realization while partner teams handle analytics, platform configuration, and engineering. You’ll align cross-functional teams across the enterprise to turn member signals into action. This is not a technical AI engineering role. It is a senior CX operating role for a leader who can use AI-enabled tools responsibly, partner with Analytics and Technology, and mobilize cross-functional owners to deliver measurable improvement." Also location/hybrid: "Location: This role requires associates to be in-office 3 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law" We need to include location? Not required as heading; we can embed in schedule paragraph. We must not include duplicated lines: The posting repeats some content about benefits later; we need to include benefits but not duplicate. We must not include legal/EEO etc. Let's extract responsibilities list: - Direct the development, planning, prioritization, approval, implementation, and governance of enterprise Voice of the Customer and Consumer Effort programs, ensuring timely response to issue escalation and alignment to stated objectives. - Lead the enterprise Consumer Effort Command Center, including hotspot reviews, root-cause discussions, owner follow-up, action tracking, and executive updates. - Manage VoC intake, prioritization, roadmap, backlog, decision log, risk register, and benefits tracking to translate high-impact member pain points into clear action plans and measurable outcomes. - Partner with Analytics, Digital, Operations, Product, Clinical, Pharmacy, Provider, Technology, Compliance, and corporate and regional business teams to connect VoC insights to operational drivers and coordinate resources across multiple departments. - Provide subject matter expertise on day-to-day business issues, research relevant practices, and stay current on industry trends and emerging AI-enabled capabilities that can improve member experience. - Use AI-enabled tools for topic discovery, sentiment analysis, verbatim summarization, anomaly detection, journey diagnostics, and executive storytelling, while ensuring outputs are human-reviewed, explainable, and appropriate for a regulated healthcare environment. - Facilitate cross-functional action sprints and develop communication materials, training criteria, presentations, and program reporting tied to success measures and pre/post impact. - Identify opportunities where virtual assistants, agent assist, self-service, knowledge management, proactive outreach, or agentic AI can reduce member effort and improve service outcomes. - Manage leadership communications and executive-ready updates that distinguish true experience signals from noise, volume mix, or data-quality issues. - Provide leadership to program managers and project managers, while maintaining strong partnerships with external-facing stakeholders and senior executives. Requirements list: - BA/BS and minimum of 10 years’ experience in external client facing program management, project management; complex business processes, strategic and business planning; or any combination of education and experience, which would provide an equivalent background. Preferred Qualifications list (multiple bullet points): - 10+ years of experience in Customer Experience, Voice of the Customer, service operations, digital products, healthcare operations, analytics, or enterprise program management. - 5+ years leading complex, cross-functional initiatives with senior leadership visibility. - Experience managing VoC, CX measurement, journey management, closed-loop feedback, or customer effort improvement programs. - Practical familiarity with AI-enabled CX / VoC capabilities such as text analytics, speech analytics, conversational analytics, generative AI summarization, virtual assistants, agent assist, or journey analytics. - Strong data fluency and ability to interpret dashboards, identify drivers, challenge assumptions, and partner with Analytics on measurement and impact validation. - Ability to translate customer insights into executive narratives, business priorities, and measurable action plans. - Strong influence, facilitation, communication, and change management skills. - Understanding of privacy, compliance, and responsible AI considerations in a regulated environment. - Healthcare payer or regulated industry experience. - Experience improving Consumer Effort, NPS, CSAT, first contact resolution, repeat contact, transfer rate, digital containment, or cost-to-serve. - Experience with VoC, contact center, journey analytics, or experience management platforms such as Qualtrics, Medallia, Genesys, Salesforce, ServiceNow, or similar tools. - Familiarity with enterprise cloud and AI ecosystems such as AWS, Azure, or Google Cloud, including how these capabilities may support speech/text analytics, virtual assistants, agent assist, knowledge management, or agentic AI use cases. Benefits: "In addition to your salary, Elevance Health offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements)." Also later they list many benefits: "We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few." We should include that as benefits. Pay: "$125,840-$188,760" for Illinois location. Schedule: "This role requires associates to be in-office 3 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law" We need to ensure we don't repeat location mention too much; we can embed schedule paragraph. Now produce HTML fragment. We must not include or . Just sections. Let's craft:

      About the role

      At Elevance Health, we simplify healthcare and improve lives. The Program Director, VoC (Voice of Customer) Insights leads our enterprise VoC operating model to reduce Consumer Effort across calls, chat, and digital interactions. You’ll run a cross-functional VoC Command Center, drive analysis and prioritization, coordinate with VoC/Analytics and platform owners, and turn insights into measurable business impact. This role focuses on alignment, governance, cadence, and results realization while partner teams handle analytics, platform configuration, and engineering. You’ll align cross-functional teams across the enterprise to turn member signals into action. This is not a technical AI engineering role. It is a senior CX operating role for a leader who can use AI-enabled tools responsibly, partner with Analytics and Technology, and mobilize cross-functional owners to deliver measurable improvement.

      Responsibilities

      • Direct the development, planning, prioritization, approval, implementation, and governance of enterprise Voice of the Customer and Consumer Effort programs, ensuring timely response to issue escalation and alignment to stated objectives.
      • Lead the enterprise Consumer Effort Command Center, including hotspot reviews, root-cause discussions, owner follow-up, action tracking, and executive updates.
      • Manage VoC intake, prioritization, roadmap, backlog, decision log, risk register, and benefits tracking to translate high-impact member pain points into clear action plans and measurable outcomes.
      • Partner with Analytics, Digital, Operations, Product, Clinical, Pharmacy, Provider, Technology, Compliance, and corporate and regional business teams to connect VoC insights to operational drivers and coordinate resources across multiple departments.
      • Provide subject matter expertise on day-to-day business issues, research relevant practices, and stay current on industry trends and emerging AI-enabled capabilities that can improve member experience.
      • Use AI-enabled tools for topic discovery, sentiment analysis, verbatim summarization, anomaly detection, journey diagnostics, and executive storytelling, while ensuring outputs are human-reviewed, explainable, and appropriate for a regulated healthcare environment.
      • Facilitate cross-functional action sprints and develop communication materials, training criteria, presentations, and program reporting tied to success measures and pre/post impact.
      • Identify opportunities where virtual assistants, agent assist, self-service, knowledge management, proactive outreach, or agentic AI can reduce member effort and improve service outcomes.
      • Manage leadership communications and executive-ready updates that distinguish true experience signals from noise, volume mix, or data-quality issues.
      • Provide leadership to program managers and project managers, while maintaining strong partnerships with external-facing stakeholders and senior executives.

      Requirements

      • BA/BS and minimum of 10 years’ experience in external client facing program management, project management; complex business processes, strategic and business planning; or any combination of education and experience, which would provide an equivalent background.

      Preferred Qualifications

      • 10+ years of experience in Customer Experience, Voice of the Customer, service operations, digital products, healthcare operations, analytics, or enterprise program management.
      • 5+ years leading complex, cross-functional initiatives with senior leadership visibility.
      • Experience managing VoC, CX measurement, journey management, closed-loop feedback, or customer effort improvement programs.
      • Practical familiarity with AI-enabled CX / VoC capabilities such as text analytics, speech analytics, conversational analytics, generative AI summarization, virtual assistants, agent assist, or journey analytics.
      • Strong data fluency and ability to interpret dashboards, identify drivers, challenge assumptions, and partner with Analytics on measurement and impact validation.
      • Ability to translate customer insights into