Lead, Voice of the Customer at Headway

Headway is building a new mental healthcare system that everyone can access. They make it easy for people to find quality in-network mental health care by removing historic barriers faced by mental health providers, payers, and patients. They have built the first software-enabled network of therapists who accept health insurance, making it easy for therapists to grow their practices, and possible for patients to find quality care they can afford. They launched in April of 2019 and are now powering 400,000+ appointments per month. To scale their vision, they’ve raised over $100 million in funding from a16z, Thrive, Accel, and Google Ventures. Headway is looking for an experienced CX Voice of the Customer (VOC) Lead to leverage customer support data to identify critical customer insights and develop recommendations for improvement with cross-functional teams. The person in this role is an operationally excellent analyst who’s adept at working in a fast-moving environment. You will play a key role in improving the foundation that allows us to deliver on key metrics like contact rate, CSAT and Time to Resolve (TTR). As a VOC lead, you will build a long-term strategic vision for our Voice of the Customer program and work with the CX team to pursue Headway’s vision for the best-in-class provider and client experience. Responsibilities: - Create and evolve a systematic program for sharing the voice of customer, loyalty drivers, emerging member problems, and customer experience interaction principles - Deliver impact, as measured by changes to contact rate, core CX metrics, processes and policies, as well as the product development roadmap - Build and maintain interactive reports and dashboards from multiple data sources to illustrate customer insights, track the impact of cross-functional initiatives and support informed, customer-centric decisions across the business - Regularly conduct ad hoc deep dives on tickets, survey results, qualitative and quantitative data etc. in order to understand the user journey and the CX support experience - Investigate complex issues to determine root cause of technical failures and customer dissatisfaction - Act as the key CX functional stakeholder in new initiative development with cross-functional teams - Partner closely with Headway Engineering, Product, and Design teams to influence customer-centric product decisions through key customer insights, solution recommendations, business cases and action plans - Represent the Voice of the Patient/Provider in the room and leverage multiple data sources to ensure feature enhancements, roadmap prioritization, and product builds are designed with first-hand knowledge of our customers - CX owner of the CX <> Product Feedback model with a focus on efficiency and quality - Collects agent-driven feature recommendations, quantifies impact, and drives adoption with EPD team - Provide real-time insights on customer reception and opportunities during new, company-wide launches

Lead, Voice of the Customer

Responsibilities

Skills wanted:

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About Headway:

mission:

www.headway.io/

Admin access needed