Product Manager - Voice Of Customer


Bind is a health technology and services company founded in 2016 and headquartered in Minneapolis, MN with San Francisco and New York satellites. Bind is health insurance for the way we live now. Unlike traditional health insurance that charges you for services you may never need or want, Bind is on demand: pay for what you need, not what you don’t, and adjust your coverage when those needs change. Health coverage that’s flexible, clear, and intuitive.

We are creative, collaborative, and a little bit fiery. The Bind team is comprised of like-minded individuals passionate about healthcare, and our cause is the collective act of rewiring it. We embrace new ideas. We’re more wheel than cog. More spark than smoke. And we are playful and venturesome in our daily mission to render real and refreshing solutions to health insurance that works better for us all. This position can be based in New York, Minneapolis, or San Francisco.

Product Manager – Voice of the Customer

Summary
The Voice of the Customer (VOC) leader ensures the Bind’s commitment to being human-centered is based on data, not opinion. The VOC will build the company’s research capability, including primary and secondary research, and manage its operation. The VOC will also ensure that the human touch points Bind operates serve as listening posts for the voice of the customer capability. This leader is directly responsible for the design and operations of this capability and serves as the principal champion of its use across the Bind enterprise.

Responsibilities
Build a process to collect, catalog, and prioritize research questions supporting the development of Bind’s consumer-facing solutions.

Oversee build/buy/rent decisions for acquiring research capabilities for Bind.

Manage Bind’s research activities.

Regularly measure Bind’s consumer Net Promoter Score and related consumer satisfaction dimensions.

Publish research results to colleagues that commissioned the research and determine when and how to publish findings to the broader Bind community.

Define the requirements for the capability for Bind to use its human touchpoints as listening posts for the VOC system. Serve as capability manager for the development and operation of this capability at Bind.

Advocate for the application of VOC results across the Human Experience team and with other colleagues who participate in designing and delivering elements of the Bind human experience.

Requirements
BA/BS in marketing or other business disciplines; industrial engineering.

At least 5 years’ experience developing or operating consumer listening and insights capabilities in consumer-centric organizations.

Operation and application of a VOC system in a service enterprise.

Development of VOC systems highly desirable.

Consumer market research operation and analysis.

Health care experience desirable.

Research design, with statistical rigor.

Survey design and administration.

Product/service/capability management, especially in a service business.

Exceptional communication skills – visual, written, presentation.

Understanding and application of behavioral economics principals.

Bind is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, national origin, sex, disability, age, marital status, sexual orientation, veteran status, genetic information, or any other status protected by applicable law.

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