POSITION
Data Analysis Manager, Operations Voice of the Customer

LOCATION

This position is available to Virginia residents as Richmond, Virginia in-office applicants or Lynchburg, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE
This is a new role reporting to the Data Science Manager in Operations Analytics. The Data Analysis Manager of Operations VoC will be a proactive and strategic thought leader, leading the strategy, launch and execution of adaptable and responsive Voice of the Customer (VoC) Program that serves as early warning signs and helps to identify functional improvement opportunities within Operations. In this role, you will be instrumental in establishing communication channels that provides deep insights obtained through customer feedback and support identifying/facilitating actionable business results. This individual will work closely with Operations leaders, Market Research leaders, Technology, and other GNW support functions across the organization to bring the voice of the customer into strategy creation and operational execution. You will also manage identifying, recommending, and resolving root causes to improve overall customer satisfactions measurements.

WHAT YOU WILL BE DOING

• Build strong partnerships and collaborative environment with Operations Customer Care, Claims and Licensing & Commission teams to identify opportunities to improve customer experiences

• Establish performance dashboards to track our progress

• Develop VoC engagement strategy and roadmap

• Become a subject matter expert on VoC methodologies and tools, both quantitative and qualitative solutions

• Educate through customer stories, hold Case Study sessions with Operations leaders

• Utilizing various sources of information, work cross-functionally to identify customer insights and key drivers of negative and positive customer experience based on analysis of customer feedback, and proposing actionable recommendations for improving customer experiences

• Prepare reporting and presentation for different levels of Genworth Leadership sharing insight and recommendations

• Determine appropriate cadence and forums for sharing VoC results with leadership teams to confirm and/or reinforce overall drivers of the customer experience

• Extensive communication including, but not limited to, verbal, written and electronic, interaction, and collaboration with people daily

• Manage Operations VoC program, including translating data, trends, and qualitative feedback into action; work with leaders across all Operations and support functions (e.g., Customer Service, Claims, Licensing & Commissions, Technology, Marketing, etc.)

• Establish structure and methodology for measuring CX improvements (e.g., NPS, CSAT and FCR); confirm trends and performance correspond to initiatives

• Conduct competitive analysis and benchmarking to gauge “World Class Customer Experience” across industries and direct competitors; identify emerging customer experience trends, threats, and opportunities

• Align VoC metrics to business performance, prioritize opportunities and develop a strategic action plan that drives business results

• In partnership with Data Analytics team, continuously enhance data integration

• Work with support functions (Telecom/Analytics/Technology) to lead the administration of existing surveys as well as designing and implementing new surveys

• Perform other job-related duties as assigned

MUST HAVE / WHAT YOU BRING

• Bachelor’s degree or equivalent years of work experience in applicable field

• 5+ years overall work experience, with at least 2 of those years in Customer Experience and VoC with customer service or related functions

• Demonstrated self-sufficiency of initiative/tasks ownership and data analysis

• Demonstrated ability to collaborate with internal and external stakeholders in driving VoC and developing/communicating related metrics

• Experience analyzing root causes of VoC improvement opportunities

• Strong interpersonal skills including ability to communicate complex ideas and use networks to acquire relevant information

• Exceptional communication skills – both written and verbal (electronic, interaction and collaboration) – and active listening skills. Ability to simplify topics and adjust delivery depending on audience

• Continuous process improvements mindset

• Strong project management capabilities; organized with high attention to detail

• Strong knowledge of VoC survey and reporting tools

• Ability to influence colleagues inside and outside of your immediate team in a cross-functional environment

• Comfortable working with structured and unstructured data to create visually appealing and digestible presentations, dashboards, and reports

• Curious thinker and strategic planning skills, growth mindset

• Ability to manage ambiguity, work autonomously, and multi-task in an agile environment

• Self-motivated; proactively takes the initiative to accomplish tasks and seize new, challenging opportunities

• Strong Excel and PowerPoint skills

• Familiarity with both CSAT, NPS and First Call Resolution methods

• Passion for an excellent customer experience and research-driven decision making

• Team-player attitude with ability to dig into the details as well as see the big picture

NICE TO HAVE

• Spotfire and/or Power BI experience

• Proficient in SQL and/or Python

• Operations experience specifically LTC Claims or Contact Center

• Genworth product and process knowledge

WHAT WE OFFER

• We have a real impact on the lives of the people we serve

• We work on challenging and rewarding projects

• We give back to the communities where we live

• We offer competitive benefits including:

  • Medical, Dental, Vision, Flexible Spending Account options beginning your first day

  • Generous Choice Time Off your first full year

  • 12 Paid Holidays

  • 40 hours of volunteer time off

  • 401K Account with matching contributions

  • Tuition Reimbursement and Student Loan Repayment

  • Paid Family Leave

  • Child Care Subsidy Program

ABOUT US

Genworth Financial, Inc. (NYSE: GNW) is a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging. Headquartered in Richmond, Virginia, we apply our nearly 150 years of experience each day to helping people navigate caregiving options and fund their long-term care needs. Genworth is also the parent company of publicly traded Enact Holdings, Inc. (Nasdaq: ACT), a leading U.S. mortgage insurance provider. For more information on Genworth, please visit https://www.genworth.com/. From time to time Enact separately releases financial and other information about its operations. This information can be found at https://ir.enactmi.com/.

The mission of Genworth’s US Life business is to efficiently keep our promises to our customers and their families and to lead the industry forward to solve the nation’s long term care crisis.

We know we can’t deliver on our mission unless we deliver for our employees. That’s why we’re committed to creating a work environment that fosters diversity, inclusion, camaraderie, rewarding work, community involvement, and a focus on our employees’ well-being. We know each employee contributes in their own unique way and we’re dedicated to supporting every one of them to help them reach their full potential.