Sr Director VOC Intelligence

Job Summary

The Principal Experience Intelligence will lead the evolution and design of the Voice of the Customer (VOC) Intelligence function, shaping enterprise-wide capabilities that propel the organization forward. The function includes enterprise always-on listening, predictive intelligence/data science, and B2B and B2C research and insight teams that inform business decisions and capabilities to help GuideWell serve each person as a unique individual. The Principal Experience Intelligence is accountable for translating raw data and signals into prioritized, actionable insights—moving the organization from reactive reporting to predictive intelligence for a unique individual within their own context and life stage—as well as for target setting, performance optimization, and the persistent evolution of our intelligence strategy. This role encompasses nine customer dimensions: employees, prospects, members, patients, providers, family caregivers, brokers/agents, plan sponsors, and vendor partners.

This leader builds a high-performing team that operates as a core function within a shared service model, supporting enterprise-wide strategic efforts across business units and other shared services. While maturing the team from a people, process, and technology perspective, this leader must also create the conditions for experience-obsessed teams and be bold in how we pioneer work that is first of its kind, working hand-in-hand with stakeholders. Ensuring data integrity, model governance, and enterprise adoption of analytics capabilities to inform product development and experience optimization is a foundational expectation for success in this role. This function sits within the 'business product' team and works hand-in-hand with the 'technology product' teams. This is a senior leader role reporting to the Vice President, Enterprise Customer Experience & Engagement.

Essential Functions

Strategy & Activation

- Own the unified, end-to-end experience and engagement insight strategy as part of the enterprise experience strategy, business product priorities, and conditions of engagement.
- Build and maintain an always-on listening strategy that captures all nine dimensions while prioritizing member, prospect, and patient feedback across all touchpoints and channels.
- Design and evolve the unified profile to support personalization, segmentation, and targeted interventions.
- Develop the framework and lead the process for turning VoC and market intelligence into prioritized, evidence-backed product opportunities that support core stakeholders across Health Services, Commercial and Government Markets, and Shared Services, along with the ability to measure downstream impact on satisfaction, retention, and revenue.
- Own the models that enable real-time, data-driven decision-making across the enterprise, partnering with the Principal Engagement Orchestration, who governs and operationalizes them within the engagement strategy, to achieve both the aspirations of the people we serve and our business objectives.

Analytics, Insights & Reporting

- Lead the development, production, and delivery of insight briefs tied to internal and external data sources and research to inform the business cycle.
- Set analytics and data-science methodology and standards for the organization.
- Maintain a multi-stakeholder research calendar focused on insights, market trends, and current member trends across Commercial and Government Markets (including Medicare and ACA), Health Services/care delivery, and marketing that stays ahead of each business cycle.
- Own predictive models (e.g., CAHPS, HOS, Retention, NPS) and ensure their accuracy, relevance, and production deployment.
- Develop and scale personalization capabilities to deliver a rich profile that enhances individualized experiences.
- Translate complex data signals into prioritized, business-ready insights; hold accountability for the percent of enterprise decisions backed by data.

Experience Surveillance & Prediction

- Develop the roadmap for an Experience Surveillance System designed to uncover experience fatigue, unmet needs, broken promises, and populations/people being left behind or stuck within a digital channel.
- Move the function from reactive insights to predictive intelligence; proactively flag at-risk individuals and journeys before survey data confirms problems.
- Reduce signal-to-insight cycle time and increase the velocity of insight delivery to decision-makers.

Vendor & Ecosystem Rationalization

- Assess and rationalize the insights, VoC, and brand tracking vendor ecosystem across all brands, working with procurement, IT, and CMX operations to consolidate fragmented contracts, renegotiate strategic partnerships, and build a streamlined technology portfolio that delivers maximum enterprise value.
- Evaluate and implement best-in-class platforms across VoC, consumer research, and marketing and brand measurement.

Data Governance & Adoption

- Govern experience data integrity through endorsements, stewardship, and cross-functional communication.
- Ensure data coverage across all business units, member segments, and touchpoints.
- Drive adoption of predictive models and analytics tools in production environments.
- Establish data quality standards and accountability mechanisms across the enterprise.

Team Leadership & Development

- Lead a mixed, high-performing team of analysts, data scientists, and sub-function leads.
- Build deep bench strength through mentoring, capability development, and cross-functional pairing.
- Foster a data-driven culture and champion the use of evidence in decision-making.
- Develop partnerships with top MBA and BA schools for internships and fellowships to create a strong pipeline of talent.
- Champion a culture of experience obsession—democratizing insights by making them accessible to frontline teams and senior leaders alike, so that every decision is grounded in evidence.

Required Qualifications

- 10+ years related work experience in data analytics, data science, or business intelligence.
- Demonstrated expertise in building and scaling data foundations, data warehouses, or analytics platforms.
- Strong background in predictive modeling, statistical analysis, and machine learning.
- Proven success developing and deploying production analytics models (e.g., churn prediction, NPS, retention).
- Experience leading cross-functional teams of analysts and data scientists in complex, matrixed environments.
- Deep understanding of customer experience metrics, listening strategies, and voice-of-customer programs.
- Excellent communication skills with ability to translate technical insights into business language for executive audiences.

Preferred Qualifications

- Experience in healthcare, insurance, benefits industry, or banking administration.
- Advanced degree in data science, statistics, computer science, or related field.
- Expertise in real-time analytics, streaming data, or event-driven architecture.
- Experience with customer data platforms (CDPs), marketing automation, or member engagement platforms.
- Familiarity with orchestration engines, rules engines, or decisioning systems.
- Track record building Experience Surveillance Systems or similar proactive monitoring frameworks.
- Certification in data science, analytics, or related disciplines.
- Experience with agile analytics or rapid insight delivery methodologies.

Required Management Experience

- 5+ years direct supervisory/management experience

Required Education

- Related Bachelor's degree required

General Physical Demands
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Physical/Environmental Activities
Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally

What We Offer:
As a Florida Blue employee, you will be at the heart of GuideWell’s vision – to lead the nation in transforming health through compassionate, connected, and technology-enabled care that delivers personalized value and empowered living.

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:

- Medical, dental, vision, life and global travel health insurance;
- Income protection benefits: life insurance, short- and long-term disability programs;
- Leave programs to support personal circumstances;
- Retirement Savings Plan including employer match;
- Paid time off, volunteer time off, 10 holidays and 2 well-being days;
- Additional voluntary benefits available; and
- A comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.

Annualized Salary Range: $180,000 - $292,500

Typical Annualized Hiring Range: $180,000 - $236,250

Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.