Voice of Customer – Strategic Lead

at  Baylor Scott White Health

JOB SUMMARY

As the Voice of Customer Strategic Lead, you will be responsible for partnering with the Voice of Customer Program team to drive the strategic vision and execution of the BSWH VoC program. This role involves leading stakeholder management discussion and developing the organizational change management communication initiatives to enhance overall customer experience and ensure program alignment with business objectives. The Strategic Lead will partner with the Voice of Customer team to oversee the design and implementation of VoC research methodologies, analyze customer feedback to derive actionable insights, and integrate these insights into organizational strategies through an always on customer pulse dashboard. By fostering strong relationships with key stakeholders and managing change effectively, the Strategic Lead will contribute to the continuous improvement of our customer engagement and satisfaction. You will also be responsible for providing secondary support for ad hoc Voice of Customer requests.

QUALIFICATIONS

• EDUCATION - Bachelor’s or 4 years of work experience above the minimum qualification
• EXPERIENCE - 5 Years of Experience