Director, Voice of Customer – Health System Insights

Cencora

. 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 .

Posted 11/10/2026full-timeRemote • United StatesLead💰 $119,100 - $186,560 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Voice of Customer (VoC) strategy and customer experience management, with a strong ability to translate complex research into actionable insights for executive leadership. Proficient in survey design, data analysis, and stakeholder engagement across various business functions.

Highest-signal resume keywords

Voice Of Customer StrategyCustomer Experience ManagementSurvey Design And ManagementData Analysis And VisualizationStakeholder Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Survey DesignStatistical AnalysisThematic CodingQuantitative ResearchQualitative ResearchCustomer Journey MappingWin-Loss AnalysisB2B Customer InsightsData VisualizationMarket Research

Soft Skills

Written CommunicationInfluencing Without AuthorityStorytellingCollaborationTraining

Tools & Technologies

QualtricsMedalliaMomentivePower BITableauPowerPoint

Certifications & Qualifications

CCXPInsights Association PRC

Industry Keywords

HealthcarePharmaceutical DistributionMedical SupplyGPOsHealth ITCustomer-Centric CultureVoC ProgramsCompetitive InsightsMarket Research VendorsHealth System Buying Dynamics

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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