Experienced Full Stack Customer Experience Measurement Director – Driving Enterprise-Wide Insights and Actionable Results

Join arenaflex, a pioneering force in the healthcare industry, as we strive to revolutionize the way we deliver personalized, convenient, and affordable healthcare experiences.

As a seasoned Customer Experience Measurement Director, you will play a pivotal role in shaping the future of arenaflex's customer-centric approach. With a strong focus on data-driven insights and actionable results, you will lead high-performing teams in delivering exceptional customer experiences across various business units. If you're passionate about harnessing the power of customer feedback to drive meaningful change, we invite you to embark on this exciting journey with us.

About arenaflex

arenaflex is a leading healthcare company dedicated to transforming the way we experience healthcare. Our mission is to create a world where healthcare is more personal, convenient, and affordable. We believe that every individual deserves to receive exceptional care, and our team is committed to making this vision a reality. With a strong focus on innovation, customer-centricity, and employee well-being, we strive to be the most consumer-centric health company in the industry.

About the Role

As a Customer Experience Measurement Director, you will be responsible for leading the development and implementation of customer experience measurement programs across various business units. Your primary focus will be on driving enterprise-wide insights and actionable results through the analysis of customer feedback, social media, call transcripts, digital sessions, and other operational data. You will work closely with senior leadership, IT, Analytics, and other stakeholders to ensure that we are systemically acting on consumer feedback and creating heartfelt, personalized moments for our customers.

Key Responsibilities:

• Develop and implement customer experience measurement programs across various business units, ensuring consistent and reliable measurement of customer experience.
• Manage the CX measurement programs for Aetna, including feedback from consumer surveys, social media, call transcripts, digital sessions, and other operational data.
• Own and lead the customer experience platform (Medallia) for the Aetna business, including leadership of 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 are systemically acting on consumer feedback.
• Lead and develop a team of customer insights experience professionals, fostering a culture of collaboration, innovation, and continuous learning.

Essential Qualifications:

• 10 years of overall work experience, with a minimum of 7 years 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 and interpret 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 with handling large datasets is a plus but not required.
• Experience managing vendor relationships and implementing new platforms.
• Demonstrated ability to thrive in highly complex environments.

Career Growth Opportunities and Learning Benefits:

As a Customer Experience Measurement Director at arenaflex, you will have the opportunity to grow your career in a dynamic and innovative environment. Our company culture values continuous learning, and we offer various training programs, mentorship opportunities, and professional development resources to help you achieve your goals. You will be part of a community of passionate professionals who are dedicated to making a meaningful impact in the healthcare industry.

Work Environment and Company Culture:

arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. Our company culture values collaboration, innovation, and employee well-being. We offer a range of benefits, including a competitive salary, comprehensive health insurance, 401(k) retirement savings plan, and employee stock purchase plan. Our offices are designed to promote creativity, productivity, and work-life balance, with amenities such as on-site fitness centers, cafeterias, and flexible work arrangements.

Compensation, Perks, and Benefits:

arenaflex offers a competitive salary range of $100,000.00 - $231,540.00, depending on experience, education, and other relevant factors. In addition to your base salary, you will be eligible for a bonus, commission, or short-term incentive program. Our company also offers a range of benefits, including comprehensive health insurance, 401(k) retirement savings plan, employee stock purchase plan, and paid time off (PTO) or vacation pay. For more detailed information on available benefits, please visit our website.

Conclusion:

If you're a seasoned professional with a passion for customer-centricity and data-driven insights, we invite you to join our team as a Customer Experience Measurement Director. At arenaflex, we're committed to creating a world where healthcare is more personal, convenient, and affordable. Together, we can make a meaningful impact in the lives of our customers and communities. Apply now and take the first step towards a rewarding new role.