Job Details Position summaryThe Director, Voice of Customer (VoC) - Health Systems owns the strategy, programs and insights that tell us how health system customers experience doing business with us, and why they choose us or leave. This leader turns customer feedback into clear, executive-ready stories that shape segment strategy, commercial priorities and investment decisions.
The role sits at the center of the health system segment's customer research. It partners closely with Marketing, Communications, Market Research and segment commercial leadership, and runs the win-loss program across all distribution, solutions and service offerings.
Primary Duties and Responsibilities:- Segment focus: Health systems, including IDNs, academic medical centers, community hospitals and their affiliated sites of care (pharmacy, ambulatory, specialty)
VoC and CX strategy- Define the multi-year VoC and customer experience strategy for the health system segment, aligned to our enterprise CX standards and segment growth goals. This is done in partnership with the business leads and enterprise CX team.
- Build a listening architecture that covers relationship surveys (e.g., NPS), transactional surveys, customer interviews, advisory boards and unstructured feedback (service cases, sales notes, digital).
- Map the health system customer journey across key personas (pharmacy directors, supply chain leaders, CFOs, C-suite) and identify the moments that drive loyalty and churn.
- Set the segment's CX targets, and track progress against them.
Win-loss program- Design, launch and run a win-loss program across all distribution, solutions and services offerings, covering new pursuits, renewals and competitive takeaways.
- Partner with Sales and Contracting to define triggers, sampling and timing so every material win or loss is captured.
- Lead or oversee win-loss interviews and surveys, using internal teams or third-party research partners where independence matters.
- Identify patterns in why we win and lose (price, service, product breadth, relationship, contract terms) and translate them into specific recommendations for sales, pricing and offering teams.
Survey and insights management- Partner with our Market Research team to own the end-to-end survey lifecycle: objectives, questionnaire design, sampling, fielding, analysis and reporting.
- Coordinate research requests across the segment so customers are not over-surveyed and findings are reused.
Executive storytelling and readouts- Turn complex research into clear, concise narratives that answer "so what" and "now what" for senior leaders.
- Build and deliver executive-level readouts to segment leadership, the executive team and, as needed, health system customers.
- Produce recurring VoC reporting (quarterly insight briefs, dashboards, annual state-of-the-customer review).
- Drive closed-loop action: assign owners to insights, track follow-through and report back on what changed.
Cross-functional partnership- Work closely with Marketing, Communications and Market Research to shape positioning, messaging, campaigns and thought leadership from customer evidence.
- Partner with Sales, Account Management, Operations, Customer Service and Product/Solutions teams to embed customer insights in planning and execution.
- Act as the segment's representative in enterprise VoC/CX forums and share best practices across business units.
- Champion a customer-centric culture through training, storytelling and making the customer's voice visible in decisions.
Experience and Educational Requirements:Required qualifications- Bachelor's degree in Marketing, Business, Psychology, Statistics, Communications or a related field.
- 5+ years of experience in voice of customer, customer experience, market research or customer insights, including 5+ years leading programs or teams.
- Proven experience designing and managing B2B customer surveys end to end (relationship, transactional and/or win-loss).
- Track record of turning research into executive-level stories and presenting readouts to VP and C-suite audiences.
- Hands-on experience running or overseeing a win-loss or competitive insights program.
- Strong quantitative and qualitative skills: survey design, sampling, statistical analysis, interview synthesis and thematic coding.
- Experience managing research vendors and agencies, including scopes, budgets and deliverables.
- Proficiency with survey/experience platforms (e.g., Qualtrics, Medallia, Momentive) and BI tools (e.g., Power BI, Tableau).
- Excellent written communication and data visualization skills; expert in PowerPoint.
- Demonstrated ability to influence without authority across Marketing, Sales, Operations and executive stakeholders.
Preferred qualifications- MBA or master's degree in Marketing Research, Business Analytics or a related field.
- Experience in healthcare, pharmaceutical distribution, medical supply, GPOs or health IT, ideally selling to health systems and IDNs.
- Understanding of health system buying dynamics: committee decisions, GPO contracts, RFPs, pharmacy and supply chain operations.
- Experience connecting VoC data to financial outcomes (retention, revenue at risk, share of wallet).
- Familiarity with text analytics or AI-assisted insight tools for open-ended feedback.
- CX or research certifications (e.g., CCXP, Insights Association PRC).
- Experience standing up a VoC or win-loss program from scratch in a matrixed organization.
What Cencora offersWe provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora
Full time
Salary Range*$119,100 - 186,560
*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.
