Senior Director, VOC Intelligence

GuideWell Source

. Lead the evolution and design of the Voice of the Customer Intelligence function .

Posted 11/4/2026full-timeJacksonville • Florida • United StatesSenior💰 $180,000 - $292,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in data analytics, predictive modeling, and customer experience metrics, with a strong ability to translate complex data insights into actionable business strategies. Proven leadership in managing cross-functional teams and fostering a data-driven culture within organizations.

Highest-signal resume keywords

Data AnalyticsPredictive ModelingCustomer Experience MetricsLeadership in Cross-Functional TeamsData Science Methodology

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalyticsPredictive ModelingStatistical AnalysisMachine LearningData WarehousingProduction Analytics ModelsCustomer Experience MetricsVoice of Customer ProgramsExperience Surveillance SystemsAgile Analytics

Soft Skills

Excellent Communication SkillsMentoringCapability DevelopmentCross-Functional CollaborationData-Driven Culture Advocacy

Tools & Technologies

Analytics PlatformsCustomer Data PlatformsMarketing AutomationOrchestration EnginesDecisioning Systems

Certifications & Qualifications

Certification in Data ScienceCertification in Analytics

Industry Keywords

HealthcareInsuranceBenefits IndustryBanking AdministrationB2B ResearchB2C Research

About the role

Key responsibilities & impact

Lead the evolution and design of the Voice of the Customer Intelligence function
Shape enterprise-wide capabilities spanning always-on listening, predictive intelligence/data science, and B2B and B2C research and insights
Translate raw data and signals into prioritized, actionable insights for target setting, performance optimization, and intelligence strategy evolution
Own the unified, end-to-end experience and engagement insight strategy
Build and maintain an always-on listening strategy across nine customer dimensions
Design and evolve unified profiles for personalization, segmentation, and targeted interventions
Turn VoC and market intelligence into prioritized, evidence-backed product opportunities
Own models enabling real-time, data-driven enterprise decision-making
Lead development and delivery of insight briefs using internal and external data and research
Set analytics and data-science methodology and standards
Maintain a multi-stakeholder research calendar across markets, health services, care delivery, and marketing
Own predictive models and ensure their accuracy, relevance, and production deployment
Develop an Experience Surveillance System to identify fatigue, unmet needs, broken promises, and people left behind
Proactively flag at-risk individuals and journeys before survey data confirms problems
Reduce signal-to-insight cycle time and increase insight delivery velocity
Rationalize the insights, VoC, and brand-tracking vendor ecosystem
Evaluate and implement platforms across VoC, consumer research, and marketing and brand measurement
Govern experience data integrity, coverage, quality standards, and accountability
Drive adoption of predictive models and analytics tools in production
Lead analysts, data scientists, and sub-function leads
Build bench strength through mentoring, capability development, and cross-functional pairing
Foster a data-driven culture and democratize insights for frontline teams and senior leaders
Develop partnerships with top MBA and BA schools for internships and fellowships
Report to the Vice President, Enterprise Customer Experience & Engagement

Requirements

What you’ll need

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, such as churn prediction, NPS, and 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
5+ years direct supervisory/management experience
Related Bachelor's degree required
Must be able to travel to multiple locations for work
Sedentary work; exerting up to 10 pounds of force occasionally
Preferred: experience in healthcare, insurance, benefits industry, or banking administration
Preferred: advanced degree in data science, statistics, computer science, or related field
Preferred: expertise in real-time analytics, streaming data, or event-driven architecture
Preferred: experience with customer data platforms, marketing automation, or member engagement platforms
Preferred: familiarity with orchestration engines, rules engines, or decisioning systems
Preferred: experience building Experience Surveillance Systems or similar proactive monitoring frameworks
Preferred: certification in data science, analytics, or related disciplines
Preferred: experience with agile analytics or rapid insight delivery methodologies

Benefits

Comp & perks

Medical, dental, vision, life and global travel health 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
2 well-being days
Additional voluntary benefits
Comprehensive wellness program
Opportunities for incentive or commission compensation
Annual reviews with pay-for-performance considerations for base pay increases