Role Title: Voice of Customer & Patient SpecialistLocation: Dublin or Kilkenny, Hybrid Vhi currently has a full-time permanent role for the position of Voice of Customer & Patient Specialist.About us.At Vhi, we're more than Ireland's leading health insurer—we're a team dedicated to creating exceptional customer experiences and shaping the future of healthcare. For over 65 years, we've been trusted by over 1.2 million members to deliver innovative solutions that make healthcare accessible and customer focused. We invest in our people through continuous learning, career development, and a culture that values collaboration and growth. If you're passionate about helping customers and want to work in an environment where your contribution truly matters, Vhi is the place for you. What will you do:The Voice of Customer & Patient Specialist will play a critical role in understanding member and patient sentiment, identifying and logging pain points, and partnering with business areas to drive improvements that enhance the overall member experience. Success will be measured by improvements in key experience metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).The Voice of Customer & Patient Specialist will uphold Member Experience Principles and influence others across the organization to embed these principles in decision-making and delivery.We are seeking a high-energy, outgoing individual with excellent customer and patient knowledge, strong understanding of consumer/patient market dynamics, and the ability to navigate regulatory obligations such as CPC and Data Protection. The ideal candidate will be an exceptional communicator, a great team player, and a champion of member and team culture in all activities. What you need to be successful: Education & Experience:Bachelor's degree in Business, Marketing or relevant customer/patient experience.3–5 years' experience in member experience, insights, or related roles.Strong understanding of NPS and other member experience metrics.Exceptional communication and influencing skills, with the ability to engage and inspire stakeholders.Familiarity with survey tools, CRM systems, and data visualization platforms.Knowledge of GDPR and consumer protection obligations, including Consumer Protection Code.Ideally APA accredited or willing to undertake sameInterpersonal skillsExperience in healthcare or insurance related industry.Passionate, with proven track record of being member focused with a drive to improve the lives of our members.Ability to influence and collaborate across multiple business areas.Strong problem-solving skills and attention to detail.Experience and understanding of persona development, impact assessments, and facilitating workshops.High energy, outgoing personality, and a proven ability to build strong team culture.Ability to problem solve and carry out root cause analysisDemonstrated alignment to Vhi valuesWhat we offer As a member of the Vhi team, you will receive a comprehensive benefits package, which includes:Competitive salaryAnnual bonusPensionHealth insurance for you and your familyIncome protection in the event of illnessHybrid working modelOngoing training and developmentOnsite restaurantParking facilities (Kilkenny only)Sports and social clubIn addition, Vhi offers a range of services and programs designed to support your physical, mental, and emotional health. Services include the Vhi 360 health centre with lifestyle and complementary therapies, an Employee Assistance Programme (EAP) offering counselling, coaching, and expert advice, and individual support such as mindfulness resources and health coaching.Sustainability At Vhi, we believe that the health of people and the health of the planet are interconnected. That's why we're on a journey towards an integrated model of healthcare that puts people and the planet at its heart. Our Commitment to Inclusion and AccessibilityAt Vhi, we are on a continuous journey to build an inclusive and diverse workplace where everyone feels valued and respected. We welcome applications from individuals of all backgrounds, experiences, abilities, and perspectivesWe are committed to providing reasonable accommodations at every stage of the recruitment process for candidates with disabilities, neurodivergence, or medical conditions. If you require an accommodation, please contact, and a member of our recruitment team will be in touch via email.Any information you provide will be treated confidentially within the recruitment team and used solely for the purpose of determining and providing appropriate accommodations during the application and recruitment process.Vhi is an equal opportunities employer