Director – Customer Insights + Experience @ Gravie

Hi, we’re Gravie. Our mission is to improve the way people purchase and access healthcare through innovative, consumer-centric health benefit solutions that people can actually use. Our industry-changing products and services are developed and delivered by a diverse group of unique people. We encourage you to be your authentic self - we like you that way.

A Little More About Us:

· We know healthcare. Our company was founded and is still led by industry veterans who have started and grown several market-leading companies in the space.

· We are quickly becoming one of the fastest growing health benefits companies in the country. We have received numerous awards and accolades, including Inc. Magazine Best in Business Gold Medal award in 2021, and JMP Securities Top 50 Private Companies in Insurtech in 2022.

· We have raised money from top tier investors who share the same long-term vision as we do of building an industry defining company that will endure over the long run. We are well capitalized.

· Our customers like us. Our revenue churn is in the low single digits, in an industry where greater than 20% churn is common.

· Our culture is unique. We tend to be non-hierarchical, merit-driven, opinionated but kind people who thrive working in a high-performance, fast-paced environment. People at Gravie care deeply about making a positive impact in the lives of the people we serve. We may not be the right place for everybody, but if you get energized by doing work every day that focuses on putting consumers at the front of the line, we could be a great place for you. It takes unique people and diverse perspectives to deliver our results. We encourage you to be your authentic self – we like you that way.

A Little More About The role:

We’re looking for a Director, Customer Insights + Experience to drive the design, implementation, and maintenance of VOC programs, including tools, data analysis, and customer insights. They will ensure leaders and teams at Gravie have timely access to actionable market research and VOC insights. Key deliverables will provide actionable insights to inform experiences for members, providers, employers, and brokers. They will work closely with Brand, Marketing, Experience Design, Product, Analytics, and Clinical teams to support better member outcomes and deliver on business goals. This role requires someone with experience creating and driving VOC programs and research and insights, ideally with advanced experience leading quantitative and qualitative research. But it won’t stop there. You’ll also have the opportunity to take these insights and translate them into improved experiences for our customers – leading Experience Design (XD) projects focused on how we administer our health plan, with a focus on operations including claims processing, eligibility + enrollment, sales + marketing, customer service, billing + invoicing, and more.

You will:

• Develop and lead VOC programs and identify areas to drive deeper CX understanding through research or experimentation.

• Develop and maintain mechanisms to capture CX data through direct and indirect channels – including surveys, interviews, user testing, and other sources.

• Take insights and translate them into improved processes and experiences impacting customers. This includes consulting internally on CX projects and defining scope for and leading them via CX.

• Lead changes (systemic and incremental) across different parts of the customer journey (e.g., how members view their claims, receive EOBs, and more).

• Partner with Analytics team on CX VOC data, reporting, and customer feedback.

• Define and track customer satisfaction, engagement, effort, and loyalty measures, including setting target and reach metrics.

• Translate data, research, and insights throughout the organization, including to Executives.

• Collaborate across the organization to respond to VOC insights, share learnings, outcomes, and recommendations, if applicable.

You bring:

• Direct experience in the healthcare and/or health plan space.

• 10+ years experience, including direct experience leading a Voice of Customer or other customer feedback or insights program.

• 5+ years demonstrated experience in customer insights and market research. Direct experience developing quantitative and qualitative research methodologies.

• 5+ years experience in process improvement work.

• 5+ years demonstrated experience using customer experience frameworks and/or design-thinking approaches.

• Ability to synthesize insights and leverage data to make decisions and recommendations.

• Exceptional quantitative and qualitative research skills and understanding.

• Exceptional written and verbal communications skills.

• Creative mindset for identifying opportunities and developing VOC programs.

• Empathy – you’re able to put yourself in the members’ shoes.

• A ‘get things done’ attitude even if it’s not been done before. You are scrappy and resourceful.

Extra credit:

• Previous start-up company experience.

• Process improvement or Lean Six Sigma certification.

• Experience with Qualtrics, SurveyMonkey, or Tableau.

Competitive pay is standard. Our unique benefits program is the gravy, i.e., the special sauce that sets our compensation package apart. In addition to standard benefits, Gravie’s package includes alternative medicine coverage, flexible PTO, 16 weeks paid parental leave, paid holidays, cell phone reimbursement, education reimbursement, and 1 week of paid paw-ternity leave just to name a few.

6 month growth

1 year growth

2 year growth

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