Experienced Senior Customer Experience Manager – Healthcare Technology Platform
At arenaflex, we're on a mission to revolutionize the way healthcare providers and plans deliver frictionless care. As a leading North American healthcare technology platform, we're committed to empowering our employees to make a meaningful impact on the lives of millions across the continent. With over 20 years of experience and a team of over 2,200 passionate individuals, we're recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada's Most Admired Corporate Cultures. We're seeking an experienced Senior Customer Experience Manager to join our team on a contract basis, with the potential to extend or convert to full-time. As a key member of our Customer Experience team, you'll work closely with our Customer Experience Director and multiple stakeholders across arenaflex to define, govern, and measure the end-to-end customer experience, driving actionable outcomes for improving CX.
About arenaflex
arenaflex is a vibrant and dynamic organization that empowers our employees to advance their careers while engaging in meaningful work alongside incredible colleagues. Our culture is built on the belief that work becomes profoundly fulfilling when driven by a higher purpose. We offer a wealth of opportunities for growth and development, and our employees are the driving force behind our success.
Job Summary
The Senior Customer Experience Manager will be responsible for fostering a customer-centric mindset within and across teams and processes, ensuring the customer is at the center of decision-making processes. You'll work closely with stakeholders to define relationship NPS and transactional customer feedback data collection and reporting mechanisms, and oversee ad hoc quantitative and qualitative research projects using a variety of research techniques.
Key Responsibilities
* Foster a customer-centric mindset within and across teams and processes, ensuring the customer is at the center of decision-making processes
- Define relationship NPS and transactional customer feedback data collection and reporting mechanisms, automating processes, integrating data sources, and centralizing reporting in partnership with the Corporate Data Office
- Oversee ad hoc quantitative and qualitative research projects using a variety of research techniques, providing day-to-day direction and coaching to internal and external resources
- Solve complex issues or problems where analysis of situations or data requires an in-depth evaluation
- Develop and integrate customer experience best practices tools and methodologies into cross-functional initiatives to represent the voice of the customer and support customer experience design efforts
Qualifications & Skills
* 7 years hands-on experience in customer research defining and implementing CX measurement protocols
- Demonstrated ability to influence business objectives to improve the customer experience
- Developed analytic skills with the ability to use data to influence others
- Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges
- Expertise with Excel, PowerPoint, and PowerBI, Qualtrics
- Bachelor's degree in business, mathematics, or the sciences
Preferred Experience
* Understanding of the healthcare industry
- Previous experience working successfully in a SaaS organization
Work Environment and Company Culture
arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive of our employees' well-being. We offer a range of benefits and perks, including:
- Competitive salary and benefits package
- Opportunities for career growth and development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Access to cutting-edge technology and tools
- Flexible work arrangements and remote work options
Compensation and Perks
The US base hourly range for this position is $53.65 - $59.62, non-overtime eligible. Our salary ranges are determined by job and level, and individual compensation is determined by job-related skills and knowledge, relevant experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and welcomes applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.
How to Apply
If you're passionate about delivering exceptional customer experiences and making a meaningful impact on the lives of millions, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. Apply to this job We can't wait to hear from you! Apply for this job