Experienced Director of Customer Experience Measurement - Driving Consumer-Centricity at arenaflex

At arenaflex, we're on a mission to revolutionize the way we deliver healthcare services, putting the needs of our customers at the forefront of everything we do. As a leader in the healthcare industry, we're committed to creating a culture that's centered around the customer experience, and we're seeking an exceptional Director of Customer Experience Measurement to join our team.

About arenaflex

arenaflex is a leading healthcare company that's dedicated to making a positive impact on people's lives. Our purpose is to deliver enhanced human-centric healthcare for a rapidly changing world, and we're passionate about creating a culture that's guided by our Heart At Work Behaviors. We believe that how we deliver our services is just as important as what we deliver, and we're committed to empowering our employees to make a difference.

Our Customer Success and Growth Organization

Our Customer Success and Growth Organization is at the heart of our customer experiences, and we're focused on defining meaningful moments for those we serve. We're creating heartfelt, personalized moments by listening to feedback, removing existing obstacles, and simplifying enterprise experiences. Our team is passionate about working together in a supportive, collaborative, and agile environment, and we're committed to caring for the well-being of our colleagues.

The Role

As the Director of Customer Experience Measurement, you'll play a critical role in helping arenaflex achieve its goal of becoming the most consumer-centric health company. You'll be responsible for measuring and driving action on consumer feedback, establishing a consumer-centric culture, and generating actionable insights to solve customer pain points and surprise and delight our consumers.

Key Responsibilities

* Ensure consistent and reliable measurement of customer experience for the Health Care Business unit, providing accurate key customer experience metrics to business partners and the arenaflex enterprise.

• Manage the CX measurement programs for Aetna, including feedback from consumer surveys and synthesizing with other sources, such as social media, call transcripts, digital sessions, and other operational data.
• Own the customer experience platform (Medallia) for the Aetna business, leading the team responsible for survey design, insights creation, dashboard design, and data management.
• Conceive and execute enhancements to the existing customer experience roadmap, including applicable technology, analytic methods, and data sources needed to provide a 360-degree view of the customer experience.
• Build relationships and effectively influence senior leadership within partner organizations to ensure that we're systemically acting on consumer feedback.
• Lead and develop a team of customer insights experience professionals.

Essential Qualifications

* 10 years of overall work experience

• 7+ years of experience in measuring and analyzing customer feedback, generating insights, and using the resulting insight to drive change/influence the customer experience
• 5+ years of experience with Medallia, Qualtrics, Sprinklr, and other customer experience measurement platforms
• 7+ years of Microsoft Office Suite experience, especially PowerPoint and Excel, and document management skills
• 3+ years of prior experience managing individual contributors

Preferred Qualifications

* Ability to analyze structured and unstructured data using multiple tools and perform statistical analysis to tell data-driven stories that can lead to actionable insights

• Proven ability to build relationships across large and complex organizations and communicate effectively and influence senior leadership
• Experience in the Healthcare Insurance Industry
• Programming experience (R, Python, SAS, SPSS, etc.) and familiarity handling large datasets
• Experience managing vendor relationships and implementing new platforms
• Demonstrated ability to thrive in highly complex environments

What We Offer

* A competitive salary range of $100,000.00 - $231,540.00

• A bonus, commission, or short-term incentive program
• An award target in the company's equity award program
• A comprehensive benefits package, including medical, dental, and vision benefits
• A 401(k) retirement savings plan and an Employee Stock Purchase Plan
• A fully-paid term life insurance plan and short-term and long-term disability benefits
• Numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners
• Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year

Why Join arenaflex?

* We're a company that puts our heart into caring for our colleagues and our communities.

• We're committed to creating a culture that's centered around the customer experience.
• We're passionate about making a positive impact on people's lives.
• We offer a comprehensive benefits package and a competitive salary range.
• We're a company that values diversity, equity, and inclusion.

How to Apply

If you're passionate about creating a culture that's centered around the customer experience and you're committed to making a positive impact on people's lives, we encourage you to apply for this exciting opportunity. Please submit your application by [insert date] to be considered for this role.

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and respectful of all employees, and we're proud to be a Top Workplace in the area. Apply Job! Apply for this job