VOC & Knowledge Management Specialist

• The essential functions listed represent the major duties of this role, additional duties may be assigned.
• Hold the VoC craft for the function. Designs and refines VoC instruments such as survey questionnaires, listening-program intercepts, qualitative protocols, and recurring tracker waves, with the rigor the function expects on sampling, wording, response options, and data-quality controls.
• Support the function's recurring VoC programs such as the CMX tracker, NPS/CSAT/CES feedback, listening-program waves, and ad-hoc VoC studies. Run the fielding, monitor response quality, partner with vendors, and help shape the synthesis the function ships to the business.
• Own the function's insights repository. Set the taxonomy, the metadata standards, and the hygiene rules. Make sure what shipped last quarter is findable, retrievable, and trustworthy this quarter. Refresh the architecture as the function's work expands.
• Own the function's decisions journal. Capture the decisions the function's work informed, the evidence behind them, and what changed in the business as a result. Make the journal something senior leaders trust and refer back to.
• Own the methodology and instrument library. Curate the function's playbooks, instrument templates, analytical frameworks, vendor scientific QA standards, and recurring research designs so they travel from one project to the next without being re-built each time.
• Partner with VoC vendor platforms and tooling: Medallia, Qualtrics, Forsta and/or comparable system, with the function's KM tooling (Stravito, Bloomfire, Confluence, SharePoint, or comparable). Hold the relationship, the configuration, and the standards the function depends on.
• Run the function's institutional-memory rituals such as project intake, project closeout, knowledge handoffs across staff transitions, and the onboarding path that brings new IC seats into the function's prior work quickly.
• Partner across every pillar of the function to capture and curate work as it ships, and coach peers and analysts on VoC craft, documentation discipline, repository hygiene, and decision-journal practice. Build the muscle the function needs so the operating system stays current without single-point dependence on this seat.

As a Florida Blue employee, you will be at the heart of GuideWell's vision - to lead the nation in transforming health through compassionate, connected, and technology-enabled care that delivers personalized value and empowered living.

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:

• Medical, dental, vision, life and global travel health insurance;
• Income protection benefits: life insurance, short- and long-term disability programs;
• Leave programs to support personal circumstances;
• Retirement Savings Plan including employer match;
• Paid time off, volunteer time off, 10 holidays and 2 well-being days;
• Additional voluntary benefits available; and
• A comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.