Head of Customer Insights – Driving Customer-Centric Growth at arenaflex

At arenaflex, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

Job Summary:

We are seeking an experienced and innovative Head of Customer Insights to lead our customer-centric growth strategy at arenaflex. As a key member of our executive team, you will be responsible for developing and implementing customer insight methodologies, including Net Promoter Score (NPS) and other key metrics, to support arenaflex's strategic focus on customer-driven growth. This position plays a crucial enterprise role in promoting customer-focused decision-making throughout the business, acting as the internal advocate for arenaflex's 8,000+ customer base, ensuring that customer feedback and insights are incorporated into all aspects of the company's operations and strategy execution.

Key Responsibilities:

* Develop and execute a comprehensive customer insights strategy that aligns with arenaflex's strategic priorities and growth agenda.

• Design and implement NPS framework and other customer insight methods as appropriate to gather information on customer insight and experience.
• Design, manage, and interpret qualitative and quantitative research programs (e.g., surveys, interviews, usage data analysis). Shape and embed a regular and appropriate cadence of customer insight reporting, aligned to the BU and cross-business operational performance cadence.
• Systematic Qualitative Surveys and Interviews:

+ Design and conduct client surveys – directly or via BU teams/ other functions + Interview clients across their lifecycle (e.g., during implementation, at steady state, after churning, etc.)

• Analysis of internal customer data:

+ Review and synthesize support tickets and chat bot transcripts + Analyze product usage and telemetry data + Collect and consolidate sales team feedback

• Customer Insight synthesis and opportunity identification:

+ Identify emerging customer trends, needs, pain points, and opportunities for growth + Collaborate with Product Marketing, Product Management and Sales organizations across the business units to enhance product positioning, product roadmaps, customer engagement etc informed by customer insight outputs and recommendations + Champion a culture of customer-centricity across arenaflex, coaching client-facing teams in particular to integrate insights into their work + Communicate the voice of the customer to all internal stakeholders

Essential Qualifications:

* Bachelor's degree in Business Administration, Marketing, or related field

• Minimum 8 years of experience in customer insights, market research, or a related field
• Proven track record of developing and implementing customer insights strategies that drive business growth
• Strong analytical and problem-solving skills, with ability to interpret complex data and communicate insights effectively
• Excellent communication and interpersonal skills, with ability to collaborate with cross-functional teams
• Experience with NPS and other customer insight metrics, as well as qualitative and quantitative research methods

Preferred Qualifications:

* Master's degree in Business Administration, Marketing, or related field

• Experience working in the financial services industry, with knowledge of open finance software solutions
• Certification in customer insights or market research (e.g., CIP, CMRP)
• Experience with data analytics tools and technologies (e.g., Tableau, Power BI)
• Strong understanding of customer journey mapping and customer experience design

Skills and Competencies:

* Strong analytical and problem-solving skills, with ability to interpret complex data and communicate insights effectively

• Excellent communication and interpersonal skills, with ability to collaborate with cross-functional teams
• Experience with NPS and other customer insight metrics, as well as qualitative and quantitative research methods
• Strong understanding of customer journey mapping and customer experience design
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Strong attention to detail, with ability to maintain high levels of accuracy and quality

Career Growth Opportunities and Learning Benefits:

* arenaflex is committed to the growth and development of our employees, with opportunities for professional development and career advancement

• Access to online learning and accredited courses through our Skills & Career Navigator tool
• Opportunities to work on high-impact projects and contribute to the company's strategic growth
• Collaborative and dynamic work environment, with opportunities to learn from and work with experienced professionals

Work Environment and Company Culture:

* arenaflex is a vibrant and inclusive company, with a strong commitment to diversity, equity, and inclusion

• Collaborative and dynamic work environment, with opportunities to learn from and work with experienced professionals
• Flexible work arrangements, with opportunities for remote work and flexible hours
• Access to confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support

Compensation, Perks, and Benefits:

* Competitive salary and benefits package, including medical, life & disability insurance, retirement plan, and lifestyle benefits

• Flexible work arrangements, with opportunities for remote work and flexible hours
• Access to confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support
• Paid time off for volunteering and donation matching
• Opportunities to participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@arenaflex, Proud@arenaflex, Disabilities@arenaflex, Women@arenaflex)

Conclusion:

If you are a motivated and innovative professional with a passion for customer insights and growth, we encourage you to apply for this exciting opportunity to join arenaflex's executive team. As a Head of Customer Insights, you will have the opportunity to drive customer-centric growth and make a meaningful impact on the company's strategic direction. Apply now to take the first step in your career journey with arenaflex! Apply for this job