Voice of Client Director

Responsibilities:

• Builds and oversees a Zelis enterprise Voice of Client strategy and approach, including:
  • Executive and Advisory councils, surveys, Executive sponsor program, and holistic feedback loops
  • Leadership engagement and alignment - presents a forward-looking picture of Voice of Client and translates insights into actionable recommendations
  • Building cross functional relationships to drive forward actions and track impact
• Responsible for Client Councils program oversight and leadership - owning relationship and intersection of work with outside vendors, marketing, cross functional leaders, and council members
  • Directs all aspects of Client Council planning - from client participants, to outcomes, agendas, speakers and insights, in partnership with VP CX. Creates clear and compelling POV on how to maximize client value as well as value to Zelis with the council structure, focus, and topics.
• Concepts an oversees a unified survey approach for Zelis clients to track key metrics such as client CSAT and NPS. Partners across the business to identify critical moments to gather feedback, crafts a centralized approach, and owns partnering with marketing and Qualtrics.
• Oversees Executive Sponsor program - curating the program, process, leadership alignment, materials development, and tracking of impact and outcomes.
• Uses data from surveys, councils, at risk program, and more to present quarterly "voice of client" report with synthesized trends and recommendations.

Skills/BACKGROUND:

• Experience in a client facing or program director role with expertise in client management and executive engagement strategy
• Experience building executive relationships and overseeing executive facing engagements or events
• Ability to operate independently and work with ambiguity
• Analytical thinker who looks for trends in data and can identify opportunities for improvement
• Ability to manage multiple projects at once, able to prioritize own time
• Proven ability to forge strong cross functional relationships and partnerships
• Ability to advocate for and direct programs, including resourcing, budgets, tools, and goals
• Empathetic listener who has a passion for client innovation and value
• Clear and compelling communicator

Travel: estimated 10% domestic [internal and external meetings]; Location: Remote

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We're Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Commitment to Diversity, Equity,Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com

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