Voice of the Customer - Program Manager

Join a trusted company making a meaningful impact by shaping the customer experience strategy for one of America’s most respected insurance brands. Physicians Mutual is seeking a Voice of the Customer - Program Manager to lead enterprise-wide efforts to understand and improve the experiences that matter most to our customers. This role connects insights across the organization to help teams act on customer feedback and deliver measurable improvements in satisfaction, loyalty, and retention.

Responsibilities:

• Lead the company’s Voice of the Customer (VoC) and Customer Experience (CX) programs across all lines of business.
• Coach internal teams to build capability and foster a culture of customer-centric decision-making.
• Design and manage surveys, qualitative research, and multi-channel feedback programs using tools such as Qualtrics, Medallia, or Verint.
• Integrate data from multiple sources—surveys, digital behavior, contact centers—to create cohesive and actionable insights.
• Deliver clear, story-driven insights that influence executives and cross-functional leaders.
• Build and manage closed-loop processes to ensure feedback leads to action and measurable outcomes.
• Serve as the enterprise subject matter expert for CX tools, governance, and best practices.
• Manage vendor relationships, ensuring data quality, compliance, and alignment with strategic goals.

Qualifications:

• Bachelor’s degree or equivalent experience in Marketing Research, Statistics, Data Science, Psychology, Business, or a related field.
• 4 to 8 years of experience leading CX, market research, or VoC programs.
• Experience managing large scale, multi-step, projects
• Hands-on experience with survey design, qualitative research, and data analytics.
• Strong ability to translate data into actionable recommendations and compelling business stories.
• Demonstrated success influencing decisions across Marketing, Operations, Technology, and Product functions.
• Experience using CX platforms such as Qualtrics, Medallia, or outside panel providers and integrating data from multiple sources (surveys, digital behavior, contact centers) to create cohesive and actionable insights.
• Excellent communication, collaboration, and stakeholder management skills.

Preferred Qualifications:

• CX or Insights certifications (CXPA, Insights Association)
• Experience with Power BI or Tableau
• Familiarity with design thinking or human-centered design methods

About Us

Health. Life. Retirement. The Physicians Mutual family empowers people from all walks of life to enjoy the financial security they deserve. That’s what Insurance for all of us® is about.

The Physicians Mutual family includes Physicians Mutual Insurance Company, Physicians Life Insurance Company and Physicians Select Insurance Company. Physicians Mutual offers reliable dental and supplemental health insurance, and pet insurance. Physicians Life provides important life insurance, Medicare Supplement insurance and coverage for funeral pre-planning. Physicians Select Insurance Company additionally offers exclusive Medicare Supplement insurance.

Since our start in 1902, our dedication to delivering on our promise has helped make us one of the nation’s leading health and life insurance providers. In fact, we are rated in the top 1% of insurance companies. We consistently maintain some of the highest financial strength ratings in the nation from independent insurance analysts, including A.M. Best Company and Weiss Ratings, ensuring we’ll be there for our policyowners and our employees far into the future.

But the achievement we’re most proud of? We have a 95% customer satisfaction rating — a true sign of a company dedicated to embodying its vision.