The Director of Customer Experience and Quality will report to the Vice President of Tier 1 Advocates and will be responsible for creating a great customer experience from lead to transfer consumer insights strategy for the Tier 1 division of GoHealth. The principal duties of the Director of Customer Experience and Analytics include but are not limited to the following:

Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications.GoHealth encourages you to break that statistic and to apply. No one ever meets 100% of the qualifications. We look forward to your application.

Responsibilities:

• The Director of Customer Experience and Quality will own all steps in the customer experience for over 1.2 million annual clients from initial contact through transfer to a licensed agent with a focus on reducing friction, increasing conversion rates, and optimizing our cost per acquisition;
• Drawing insights from client data through CallMiner, Tableau, Five9 and other systems to determine ways to increase sales to current customers and monetize unsold leads;
• Designing and implementing qualitative and quantitative research projects and methodologies used to measure customer perceptions and satisfaction;
• Providing analysis and guidance on addressing business issues and offering new products and services;
• Partnering with call center, operations, marketing, and sales leaders to ensure we are linking client needs to business offerings;
• Leveraging data to identify gaps in Tier 1 processes and provide recommendations for both incremental and overarching improvements to drive the business forward;
• Partnering with licensed sales (Tier 2) leadership to both provide and gain insights on client experience, points of friction and opportunities to enhance service to our clients;
• Builds, distributes and presents a Tier 1 performance dashboard to ensure the transparency of Tier 1 to all stakeholders.

Skills and Experience:

• 10+ years in a product, strategy, or analytics leadership capacity in a B2C market.
• Must be able to translate data to determine client and market trends and make proposals based on those insights.
• Experience building and coaching high performance teams.
• Ability to navigate a highly-matrixed work environment with minimal oversight.
• This is a newly-created role, so the ideal candidate must be entrepreneurial, able to deal with ambiguity, be willing take calculated risks and be unafraid to “think big” to improve the business.
• Experience evaluating markets and making product/offering recommendations based on market and client data.
• Experienced conducting executive presentations for the C-Suite and board.
• MBA or equivalent
• Experience in healthcare or insurance
• Experience partnering with call center leadership to improve customer experience and lead conversion.

Benefits and Perks

• Open vacation policy because work life balance is important
• 401k program with company match
• Employee Stock Purchase Program
• Medical, dental, vision, and life insurance benefits
• Paid maternity and paternity leave
• Professional growth opportunities
• Generous employee referral bonuses
• Employee Resource Groups
• Work from Home Stipend
• GoHealth is an Equal Opportunity Employer

Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. Please consider that our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities and the CDC.

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