Lead, Voice Of The Customer

Headway is building a new mental healthcare system that everyone can access. We make it easy for people to find quality in-network mental health care by removing historic barriers faced by mental health providers, payers, and patients.

1 in 4 people in the US have a treatable mental health condition, but the vast majority do not get the care they need. The primary reason is cost: the majority of therapists do not accept insurance, meaning paying for therapy is prohibitively expensive for prospective patients. This is where we got our start – Headway has built the first software-enabled network of therapists who accept health insurance, making it easy for therapists to grow their practices, and possible for patients to find quality care they can afford.

We launched in April of 2019 and are now powering 400,000+ appointments per month. To scale our vision, we’ve raised over $100 million in funding from a16z, Thrive, Accel, and Google Ventures.

Join us, and make an impact

About The Role

Headway is looking for an experienced CX Voice of the Customer (VOC) Lead to leverage customer support data to identify critical customer insights and develop recommendations for improvement with cross-functional teams. Our CX team is the tip of the spear that will make affordable healthcare a reality for millions, and you will be there to shape this experience. This is a unique opportunity in an industry that needs to be rebuilt.

As a CX VOC Lead, you’ll be tasked with understanding complex customer problems, designing data-driven recommendations, and influencing cross-functional stakeholders to implement recommendations that will improve the patient and provider experience and mitigate the need for direct customer support. As part of your fulfillment of these tasks, you will work closely with product, engineering, and data teams to build the processes and products that allow our customers to deliver and receive mental health care.

The person in this role is an operationally excellent analyst who’s adept at working in a fast-moving environment. You will play a key role in improving the foundation that allows us to deliver on key metrics like contact rate, CSAT and Time to Resolve (TTR). As a VOC lead, you will build a long-term strategic vision for our Voice of the Customer program and work with the CX team to pursue Headway’s vision for the best-in-class provider and client experience.

What You’ll Do At Headway

• Act as the key CX functional stakeholder in new initiative development with cross-functional teams
• CX owner of the CX <> Product Feedback model with a focus on efficiency and quality
• Provide real-time insights on customer reception and opportunities during new, company-wide launches
• Create and evolve a systematic program for sharing the voice of customer, loyalty drivers, emerging member problems, and customer experience interaction principles
• Partner closely with Headway Engineering, Product, and Design teams to influence customer-centric product decisions through key customer insights, solution recommendations, business cases and action plans
• Represent the Voice of the Patient/Provider in the room and leverage multiple data sources to ensure feature enhancements, roadmap prioritization, and product builds are designed with first-hand knowledge of our customers
• Investigate complex issues to determine root cause of technical failures and customer dissatisfaction
• Deliver impact, as measured by changes to contact rate, core CX metrics, processes and policies, as well as the product development roadmap
• Build and maintain interactive reports and dashboards from multiple data sources to illustrate customer insights, track the impact of cross-functional initiatives and support informed, customer-centric decisions across the business
• Collects agent-driven feature recommendations, quantifies impact, and drives adoption with EPD team
• Regularly conduct ad hoc deep dives on tickets, survey results, qualitative and quantitative data etc. in order to understand the user journey and the CX support experience

You’d be a great fit if…

• You are a systems thinker and are inclined to think about how to solve problems with product and automation.
• You have 6+ years combined experience in VOC and Customer-focused analytics and/or consulting. Experience at a high-growth startup is a must.
• You have a history of creating and implementing initiatives to improve contact rate, customer effort and customer satisfaction
• You’re a highly analytical and creative problem solver: you dig into challenges, quantify them, and create “handmade” solutions
• You are a natural “builder” and enjoy the challenge of figuring something out for the first time
• You are an expert at collaboration and can proactively partner across teams while holding them accountable for business results.
• You have a deep passion for the customer experience with a proven track record of driving innovation and optimization in a fast-paced tech environment
• You thrive in ambiguity, and seek out opportunities to dive into unfamiliar challenges, drive towards outcomes, and shape strategy.
• You’re an excellent communicator and can build rapport with Headwegians junior to exec level
• You can connect the dots with a data-driven approach to optimize the customer experience and can tell a compelling “story” to drive implementation
• You have a strong understanding of CX metrics, processes and tools

We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem - across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience.
Headway employees work remotely across the US, with the option to work from our NYC HQ.
Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].