Voice of the Customer Program Manager at GHX

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The Voice of Customer (VoC) Program Manager is responsible for designing and facilitating a programmatic approach to customer advisory councils, user groups and quantitative customer feedback across multiple business units and product portfolios. A well-run program will provide a consistent experience for GHX customers and ensure that their input is at the heart of strategy and roadmap decisions.The role will not only focus on the process of Voice of Customer, but also on nurturing a diverse audience of customer participants for the program. They will partner cross-functionally with corporate strategy, business unit leadership, marketing, sales, product management, engineering and design to build programs and content that capture the right insights from the right customer audience at the right times. The ideal candidate will have a passion for customer experience and a desire to work for a mission driven organization changing the business of healthcare. Principal duties and responsibilities:
  • Drive Voice of Customer to influence the company's roadmap and strategy by working backwards from our customers' needs
  • Lead design, in partnership with product management & business leadership, of new customer insight & feedback management programs. This includes advisory councils, survey methodologies and reporting.
  • Develop VoC engagement roadmap, which establishes a prioritization framework and top-to-tackle list for which new sessions, programs and customer research can address?
  • Partner with client-facing teams to identify and nurture a diverse group of Voice of Customer program participants
  • Build strong relationships with team members in Product, Engineering & Design to support Voice of Customer activities, content and needs
  • Facilitate regular VoC sessions involving an array of customer organizational level participants to gather qualitative feedback on market trends, GHX solutions and unsolved customer problems.
  • Lead cross functional sessions with diverse groups of company leadership to highlight common themes and pain points
  • Analyze qualitative and quantitative data to help GHX continuously improve its Voice of Customer program
  • Become a subject matter expert on Voice of Customer methodologies and tools, both quantitative and qualitative solutions
Required Qualifications:
  • Bachelor's degree in a related discipline, or combination of education and related experience.
  • 5+ years of work experience in consulting, finance, product operations, program or project management, or customer support, preferably in a B2B environment
  • Experience implementing Voice of the Customer programs, particularly for large, matrixed organizations
  • Familiarity with principles of product management or previous experience working directly with product and engineering teams.
  • Exceptional ability to build relationships and influence colleagues inside and outside of your immediate team in a cross-functional environment.
  • Excellent communication skills, ability to simplify complex topics and adjust delivery for avariety of stakeholders (senior leaders to field operators); ability to influence and serve as a confident SME on VoC programs
  • Demonstrated ability to manage multiple projects and processes to achieve commitments/results.
  • Comfortable working with structured and unstructured data to create visually appealing and digestible presentations, dashboards, and reports.
  • Market and user research experience.
  • Demonstrated passion for Customer Experience
  • Strategic planning skills.
  • 50% in front of customers, 50% internal.
Estimated Salary range for this position: $84,000-$112,000 The base salary range represents the anticipated low and high end of the GHX's salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, competencies, and proficiency for the role. The base salary is one component of GHX's total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/ GHX: It's the way you do business in healthcare Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes. GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions. It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Louisville, Colorado, just outside of Denver, with additional offices in Europe, Chicago, Illinois, and Omaha, Nebraska. Disclaimer Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, "GHX") provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement. GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated. #LI-SR
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An Insider's view of GHX

How do you collaborate with other teams in the company?

What works for me is bringing organic chai in from time to time for what's now known as "Tea Thursdays." I start brewing Masala chai early in the morning and prepare mugs, almond milk, and sweetener. Collaboration is my cup of tea!

Octavian

Technical Process Analyst II

How does the company support your career growth?

At GHX, your career is what you make it. My team frequently conducts skip-level meetings where we have open dialogue around career aspirations, projects we want to execute on, and any roadblocks we’re hitting. I’ve always felt empowered to grow here at GHX.

Brittany

Manager, Financial Planning & Analysis

What are GHX Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Some Meals Provided
Happy Hours
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Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
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Lunch and learns
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available

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