The Manager, Voice of the Customer will lead the development and implementation of a customer experience (CX) measurement system for DaVita’s provider partners. This leader will be responsible for 1) collaborating with a cross-section of leaders from across the organization to drive the strategy and direction of the CX product, 2) working with field partners to implement the CX system and associated enhancements and expansions across the organization, 3) owning the design, construction, growth, and product management for a CX system to delivery actionable insights to stakeholders.
The following are typical activities for the Manager, Voice of the Customer:
Partners with Physician Experience governance to coordinate CX measurement strategy, roadmap, and insights delivery.Liaises and collaborates across teams responsible for research and understanding to leverage existing insights for key customer segments and moments across customer journey.Works closely with internal and external partners (legal, IT, software vendors) to ensure compliant, automated, and accurate product specifications.Gathers and acts on feedback from employee users to optimize product for user experience and drive user adoption.Oversees and implements change management processes to ensure smooth transitions of product enhancements.Develops and shares comprehensive reports, analyses, and insights with internal stakeholders, including executives, product teams, and field leaders.Serves as a subject matter expert on the measurement platform, providing guidance and support to internal teams and customers as needed.Collaborates, problem solves, and engages stakeholders to drive outcomes.Presents comfortably and compellingly across verbal and written communications to audiences at varying levels within the organization.Effectively allocates and prioritizes team resources to ensure timelines and deliverables are met.Takes accountability for results and motivates, coaches and develops direct reports.Embodies DaVita’s core values daily.EDUCATION AND EXPERIENCE
4-6 years relevant experienceBachelor’s degree requiredDeep knowledge of CX measurement and analytics with known methodologies and industry tools (e.g. Medallia, Qualtrics, etc.)Experience building customer listening posts, such as NPS programs, closed-loop and/or transactional survey programs across key customer & partner journey momentsHealthcare experience preferredStrong written, verbal, and interpersonal communication skillsTeam player with strong collaboration skills.Highly organized, capable of managing multiple large-scale projects simultaneously.Ability to influence decisions and create alignment across teams.What We’ll Provide:
More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.
Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash outSupport for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and moreProfessional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.#LI-CM2
At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed Diversity & Belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and an affirmative action employer. As such, individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.
Applications are accepted on an ongoing basis.
Salary/ Wage Range
$82,800.00 - $121,600.00 / yearCompensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience and may fall outside of the range shown. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits
Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.