Senior VoC Data Strategist

Alma is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in‑network care. When a provider joins Alma, they gain access to a suite of tools that not only help them better run their business, but also grow it sustainably and develop as a provider.

Alma is available in all 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse Alma’s free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, Box Group, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Inc’s Best Workplaces in 2022 and 2023.

At Alma, we are building the future of mental healthcare by supporting the people who provide it. We are seeking a Sr. VoC Data Strategist to architect the domain strategy for how we measure and interpret the customer experience. This is a senior individual contributor role responsible for operationalizing our measurement systems and driving the cross‑functional execution required for customer sentiment signals to be interpreted consistently, measured rigorously, and trusted as a decision‑ready input to drive business decisions.

Reporting to the Director, Voice of the Customer, you will serve as the primary strategic liaison between CX, Product, and Data teams to ensure customer sentiment, behavioral signals, and operational metrics are translated into structured, decision‑ready insight and executive‑ready narratives, thereby enabling the organization to make data‑driven decisions. You won’t just monitor sentiment; you will define the data contracts and measurement frameworks that allow the organization to evaluate impact with confidence.

Your goal is to move the organization beyond answering “What is the score?” to clarifying the fundamental strategic questions that determine whether our actions are successfully improving the customer experience.

• Establish a Holistic Measurement Operating Rhythm:
  You will define and own the best‑in‑class frameworks for our VoC measurement strategy and architecture. This includes ensuring diagnostic data is integrated into Alma’s monthly and quarterly business reviews (MBRs/QBRs) and collaborating with Business Intelligence (BI) to establish consistent standards for CX metrics. You will be responsible for transforming qualitative feedback (surveys, NPS, support themes) into structured, measurable data assets that provide a coherent view of the provider and client experience.
• Analyze Signals and Clarify Strategic Drivers:
  Adopting a true “data strategist” mindset, you will clarify the fundamental questions the business needs to answer and define exactly what must be true in the data to answer them reliably. You will perform structured hypothesis testing under ambiguity, turning messy cross‑functional problems into testable maps of possible causes. By distinguishing between perception shifts and behavioral changes, you will identify the leading indicators that help teams anticipate shifts in customer sentiment before they escalat
• Own and Govern Data Contracts:
  You will serve as the connective translation layer for the organization, defining the events, taxonomies, and tagging logic required to integrate VoC signals into Alma’s data ecosystem. By partnering with Product and Engineering, you ensure new initiatives are measurable by aligning on data capture expectations from day one.
• Drive Impact Evaluation & Cross‑Functional Execution:
  You will directly enable our 2026 goal of increasing CSAT by synthesizing signals into actionable narratives that identify why interactions fail or succeed. You will own complex work streams in support of the VoC roadmap, including a short‑term focus on elevating the Support Intelligence (QA) function by building “turn‑key” diagnostic systems that drive agent performance at scale.

• Experience:
  
  7 - 10+ years in CX analytics, product analytics, data strategy, or data‑adjacent roles
• Sy…