Disability Support jobs

Role Title: Voice of Customer & Patient Specialist
Location: 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:

• Collect and analyse feedback from multiple channels (surveys, complaints, social media, calls, digital interactions).
• Monitor member sentiment trends and identify recurring pain points across journeys.
• Maintain a structured log of member pain points and prioritize issues based on impact and frequency.
• Conduct customer impact assessments to evaluate the effect of proposed changes on member experience.
• Collaborate with operational teams (claims, member service, product development) to address pain points and improve processes.
• Advocate for the member voice in decision-making forums and project teams.
• Influence stakeholders to uphold Member Experience Principles
• Facilitate monthly journey forums and carry out workshops with business areas to review insights, co-create solutions and trend analysis.
• Track and report on the impact of implemented changes on NPS and other experience metrics.
• Stay informed on best practices in member experience measurement, sentiment analysis, and journey mapping.
• Ensure all feedback collection and analysis activities comply with GDPR, Irish Data Protection regulations, and internal policies.
• Understand and apply Consumer Protection Code (CPC) and other regulatory obligations impacting member experience.
• Develop dashboards and reports to monitor NPS, CSAT, CES, and other key metrics.
• Present findings and improvement opportunities to senior stakeholders with clarity and impact.
• Ensure feedback loops are closed by communicating actions taken back to members where appropriate.

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 same

Interpersonal skills

• Experience 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 analysis
• Demonstrated alignment to Vhi values

What we offer

As a member of the Vhi team, you will receive a comprehensive benefits package, which includes:

• Competitive salary
• Annual bonus
• Pension
• Health insurance for you and your family
• Income protection in the event of illness
• Hybrid working model
• Ongoing training and development
• Onsite restaurant
• Parking facilities (Kilkenny only)
• Sports and social club

In 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 counseling, 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 Accessibility
At 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 perspectives
We 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 recruitment@vhi.ie, 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