GoHealth is a leading developer of Web-based sales and online insurance marketing tools for the health insurance industry, helping insurance brokers, agents and carriers connect with customers and transact business more efficiently. We are revolutionizing the health insurance industry through technology. 

GoHealth made the Crain's Fast Fifty list in 2014, and we were named one of North America’s Fastest Growing Tech Companies on Deloitte’s 2014 Technology Fast 500.  

Are you interested in playing an important role on a team focused on attracting top talent to our organization which is rapidly expanding to meet the needs of an industry that is expected to top the trillions in 2016?  

Job Description

In a membership and subscription based business, customer experience, retention and loyalty are absolutely vital to our long-term success. Maximizing our success is a direct result of helping customers see the great value of our services. The Director of Membership Loyalty and Experience will be a data and analytics driven leader with a strategic vision to oversee the membership loyalty, experience and retention division of GoHealth.

The Director of Membership Loyalty and Experience will be the strategic leader of a team of customer focused Member Experience Advisors, who are helping our customers understand and leverage their health insurance and ancillary products. Member Experience Advisors are the primary contacts after a client enrolls in their insurance plan. This role is responsible for optimizing customer retention through identification and execution of key strategic initiatives aimed at reducing churn, maximizing renewal spend per customer, and increasing overall renewal process efficiency. The role will be responsible for driving significantly increased customer retention and satisfaction. 

Responsibilities 

• Promote world-class customer service best practices at all times, while being an advocate for the customer's best interests
• Strong knowledge and understanding of customer acquisition and how it relates to the full life cycle of customer experience
• Formulate Customer Experience end to end vision, strategy, and guiding principles
• Leverage internal reports, data and analytics as well as customer and competitive research to set annual goals and Key Performance Indicators (KPI)
• Work closely with our Customer Service Management team to execute campaigns, measure performance, and report status based on KPI ‘s.
• Identify key areas of improvement for customer service, and lead corresponding initiatives to ensure engagement and retention metrics are met/exceeded.
• Establish key data driven customer touch points
• Develop effective reporting mechanisms to evaluate performance and make operational changes as needed
• Work cross-functionally to understand and address factors affecting retention, including competitive elements and customer satisfaction 
• Develop and monitor renewal best practices, including call scripts, objection handling, competitive positioning, etc. 
• Partner with Sales Operations to identify renewal metrics and reports/dashboards for ongoing business monitoring, while defining and implementing strategies to optimize systemic renewal process for efficiency

Qualifications

• Bachelor's Degree preferred, or equivalent work experience
• 10+ years of relevant experience in the development and execution of customer focused loyalty, experience, and retention programs
• Strong data and analytics background in the creation and execution of KPI's
• Strong empathy for customers AND a passion for revenue and growth
• Analytical and process-oriented mindset
• Solid knowledge and experience of all phases and sub phases of the customer experience (CX) lifecycle
• Enthusiastic and creative leader, with the ability to inspire others and work well with all levels of the organization
• Excellent verbal, written, presentation, and interpersonal communication skills

GoHealth offers a full benefits package, unlimited vacation, a very casual dress code and a fun, interactive working environment.