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Role Description

We are seeking a strategic, data-driven, and customer-obsessed Senior Advisor of Consumer Insights to support our newly established, centralized consumer insights function. In this high-impact role, you will serve as a key partner in helping the organization deeply understand customer needs, experiences, and behaviors—translating insights into strategic business recommendations.

• Manage VoC programs and lead consumer research initiatives for our health system business.
• Deliver actionable, data-driven recommendations that influence product, experience, marketing, and strategic decisions.

Key Responsibilities

• VoC Program Development & Management: Design and manage comprehensive VoC programs leveraging multiple channels (surveys, social listening, etc.). Build scalable systems for collecting, analyzing, and synthesizing customer feedback from across the enterprise.
• Consumer & Market Insights: Lead qualitative and quantitative research initiatives for Sentara Health Plan (e.g., customer interviews, focus groups, concept testing, etc.) to uncover consumer motivations, preferences, and pain points.
• Insight Synthesis & Storytelling: Translate complex customer data into compelling narratives and presentations tailored to senior leadership and key stakeholders.
• Cross-functional Collaboration: Act as a central resource for customer insights across business units, helping to align strategies with the voice of the customer.
• Vendor Management: Lead vendor management for VoC and consumer insights initiatives, including evaluating, contracting, and performance oversight of research partners.
• Continuous Improvement: Help shape and mature the centralized insights function by identifying gaps, recommending tools/technologies, and defining best practices.

Qualifications

• Bachelor’s degree in business administration, Marketing, Healthcare Management, or a related field.
• Master’s preferred.
• 8+ years of relevant experience with a degree OR 10+ years of relevant experience without a degree.

Requirements

• Minimum of 5 years of experience in product management, with a focus on consumer experience and healthcare operations REQUIRED.
• 5+ years of experience in customer insights, market research, or VoC roles, ideally within a health plan organization.
• Strong expertise in both qualitative and quantitative research methodologies.
• Demonstrated experience designing and operationalizing VoC programs and driving measurable business outcomes.
• Excellent storytelling, presentation, and communication skills; ability to distill insights into actionable strategies.
• Strong analytical mindset with proficiency in tools such as Press Ganey, Qualtrics, Medallia, Tableau, Excel, or similar.

Benefits

• Medical, Dental, Vision plans.
• Adoption, Fertility and Surrogacy Reimbursement up to $10,000.
• Paid Time Off and Sick Leave.
• Paid Parental & Family Caregiver Leave.
• Emergency Backup Care.
• Long-Term, Short-Term Disability, and Critical Illness plans.
• Life Insurance.
• 401k/403B with Employer Match.
• Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education.
• Student Debt Pay Down – $10,000.
• Reimbursement for certifications and free access to complete CEUs and professional development.
• Pet Insurance.
• Legal Resources Plan.
• Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.