VOC & Knowledge Management Specialist

Job Summary:
GuideWell is hiring a VoC Specialist & Knowledge Management professional to anchor the VoC practice and serve as institutional memory within the CMX Performance & Specialized Insights capability of the Enterprise VOC, Consumer/Customer & Insights function. This dual-focused role comprises two key complinmetary  functions.

VoC Practice Leadership: Design and deploy VoC instruments across the function, collaborate with leading VoC platforms (Medallia, Qualtrics, Forsta, or equivalent), ensure data integrity, and translate VoC findings into actionable briefs for stakeholder distribution.

Institutional Memory & Knowledge Operations: Steward the function's insights repository, decisions journal, and methodology library. Establish and maintain rituals that systematically capture, curate, and archive work as it completes, ensuring organizational learning from prior quarters remains discoverable and credible.

Integrated Impact: These responsibilities amplify each other—deep VoC expertise enables rigorous curation, while a well-maintained knowledge system allows each cycle of VoC work to build on prior insights rather than restart from scratch.

Essential Functions:

• 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.

Required Experience:
6+ years related work experience. Experience Details: 6+ Years VoC, insights, research, market research, customer experience, or knowledge management in an enterprise or consultancy setting.
Related Bachelor’s degree or additional related equivalent work experience Marketing Research, Behavioral Science, Statistics, Quantitative Psychology, Library and Information Science, Knowledge Management, Information Science, Communications, Business, or a related discipline.
4+ Years Hands-on VoC craft i.e. instrument design, fielding, vendor partnership, and synthesis on recurring VoC programs (CMX, NPS / CSAT / CES, listening, or comparable).

3+ Years Building knowledge assets at enterprise scale such as insights repositories, decisions journals, methodology and instrument playbooks, or comparable durable knowledge infrastructure that survived staff transitions.

2+ Years Tooling experience across both key functions i.e. VoC platforms (Medallia, Qualtrics, Forsta, or comparable) and KM platforms (Stravito, Bloomfire, Confluence, SharePoint, Notion, or comparable).
VoC craft. Designs instruments that hold up on sampling, wording, response options, and data quality. Reads VoC output well enough to challenge weak inference before it travels.

Preferred Qualifications:
Master’s degree MA/MS in Marketing Research, Behavioral Science, Statistics, Library and Information Science (MLIS), Knowledge Management, Information Science, or a related discipline preferred.
Healthcare payer or provider experience with exposure to Medicare, ACA, group/employer or patient populations.

Experience operating a VoC program at enterprise scale such as CMX-style trackers, NPS/CSAT/CES feedback, listening programs, or comparable.

Experience standing up or operating an insights repository or decisions journal at enterprise scale.

Experience with insights-specific repository platforms (Stravito, Bloomfire, Market Logic, Sapience, or comparable).

Experience building enterprise onboarding paths or knowledge-handoff rituals that survived multiple staff transitions. Familiarity with HIPAA / PHI handling considerations in VoC instrument design, repository design, access governance, and metadata.

General Physical Demands:
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.
What We Offer:
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.
Annualized Salary Range: $77,600 - $126,100
Typical Annualized Hiring Range: $77,600 - $97,000
Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.
We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.