Sentara Health is hiring a Senior Advisor, Consumer Insights/Voice of Customer for the Health System – Remote!

Status: Full-Time permanent position (40 hours)

Standard working hours: 8:00 am to 5 pm EST, M-F

Location: Remote opportunities available in the following states: Virginia, North Carolina, Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington (state), West Virginia, Wisconsin, Wyoming 

Department: Consumer Insights

Reports To: Director, VOC and Consumer Insights

Position Summary:

We are seeking a strategic, data-driven, and customer-obsessed Senior Advisor of Consumer Insights to support our newly established, centralized consumer insights function. In this high-impact role, you will serve as a key partner in helping the organization deeply understand customer needs, experiences, and behaviors—translating insights into strategic business recommendations.

As an individual contributor, you will be responsible for managing VoC programs, leading consumer research initiatives for our health system business, and delivering actionable, data-driven recommendations that influence product, experience, marketing, and strategic decisions.

Key Responsibilities:

• VoC Program Development & Management:

  • Design and manage comprehensive VoC programs leveraging multiple channels (surveys, social listening, etc.).

  • Build scalable systems for collecting, analyzing, and synthesizing customer feedback from across the enterprise.

  • Serve as a subject matter expert on VoC methodologies and best practices

• Consumer & Market Insights:

  • Lead qualitative and quantitative research initiatives for Sentara Health Plan (e.g., customer interviews, focus groups, concept testing, etc.) to uncover consumer motivations, preferences, and pain points.

  • Partner with external research vendors as needed to augment internal capabilities.

• Insight Synthesis & Storytelling:

• Translate complex customer data into compelling narratives and presentations tailored to senior leadership and key stakeholders.

• Deliver strategic recommendations that influence product development, customer experience design, marketing strategy, and operational improvements.

• Cross-functional Collaboration:

• Act as a central resource for customer insights across business units, helping to align strategies with the voice of the customer.

• Collaborate with data & analytics, product, customer experience, marketing, and other teams to integrate insights into the decision-making process.

• Vendor Management

  • Lead vendor management for VoC and consumer insights initiatives, including evaluating, contracting, and performance oversight of research partners.

  • Stay current on emerging vendors, platforms, and research methodologies, evaluating innovative tools and techniques to enhance insight generation.

• Continuous Improvement:

• Help shape and mature the centralized insights function by identifying gaps, recommending tools/technologies, and defining best practices.

• Champion a customer-centric culture by advocating for the use of insights to improve consumer experience and to drive business growth.

Education:

• Bachelor’s degree in business administration, Marketing, Healthcare Management, or a related field

• Master’s preferred

• Experience in lieu of Bachelor’s degree or certification: 8+ years of relevant experience with a degree OR 10+ years of relevant experience without a degree

Certification/Licensure:

• None required

Experience:

• Minimum of 5 years of experience in product management, with a focus on consumer experience and healthcare operations REQUIRED

• 5+ years of experience in customer insights, market research, or VoC roles, ideally within a health plan organization.

• Strong expertise in both qualitative and quantitative research methodologies.

• Demonstrated experience designing and operationalizing VoC programs and driving measurable business outcomes.

• Excellent storytelling, presentation, and communication skills; ability to distill insights into actionable strategies.

• Strong analytical mindset with proficiency in tools such as Press Ganey, Qualtrics, Medallia, Tableau, Excel, or similar.

​We provide market-competitive compensation packages, inclusive of base pay, incentives, and benefits. The base pay rate for Full Time employment is: $ 92,248 min – $ 153,753.6 max.  Additional compensation may be available for this role such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities."

Sentara Health Plans provides health plan coverage to close to one million members in Virginia. We offer a full suite of commercial products including employee-owned and employer-sponsored plans, as well as Individual & Family Health Plans, Employee Assistance Programs and plans serving Medicare and Medicaid enrollees.

Our quality provider network features a robust provider network, including specialists, primary care physicians and hospitals.

We offer programs to support members with chronic illnesses, customized wellness programs, and integrated clinical and behavioral health services—all to help our members improve their health.

Our success is supported by a family-friendly culture that encourages community involvement and creates unlimited opportunities for development and growth. 

Be a part of an excellent healthcare organization that cares about our People, Quality, Patient Safety, Service, and Integrity. Join a team that has a mission to improve health every day and a vision to be the healthcare choice of the communities that we serve!

To apply, please go to www.sentaracareers.com and use the following as your Keyword Search: JR-85031

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Keywords: Healthcare, Hospital, Health System, Remote, VOC, Voice of Customer, Market Research, Customer Insight, Consumer, Press Ganey, Qualtrics, Medallia, Tableau, Excel, Vendor Management, Continuous Improvement, Virginia, North Carolina, Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington (state), West Virginia, Wisconsin, Wyoming