Director, Voice of the Customer

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

Alma is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. When a provider joins Alma, they gain access to a suite of tools that not only help them better run their business, but also grow it sustainably and develop as a provider. Alma is available in all 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse Alma’s free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Inc’s Best Workplaces in 2022 and 2023.

Requirements

• 8+ years of work experience leading an analytical function such as Customer/User Insights, Product Operations, CX Operations, Voice of the Customer, etc.
• Strong data reporting and data analytics skills, including SQL – writing basic functions like select statements, joins

Responsibilities

• Create and lead a strategic Voice of the Customer program: establishing quantitative measurements that drive value and impact, synthesizing qualitative data into clear, actionable recommendations, and translating a deep understanding of our customers into strategic efforts that create exceptional customer experiences.
• Nurture effective collaborative relationships across key stakeholders— shaping product and business strategy alongside these partners.
• Create engaging programs that build customer awareness and empathy across the business— customer centricity is front-and-center through these programs.
• Create a robust framework for customer feedback loops so that we’re consistently measuring, communicating, and actioning on what matters most.
• Partner effectively with our data teams to build the data infrastructure required to make meaningful connections and insights about our customers’ experiences.