Senior Manager Customer Experience Measurement – arenaflex

Introduction to arenaflex

At arenaflex, we are driven by a single, clear purpose: to bring our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. As a leader in the healthcare industry, we are on a journey to become the most consumer-centric health company by creating best-in-class experiences for customers, members, clients, and colleagues. Our Heart At Work Behaviors support this purpose, empowering every individual who works at arenaflex to feel valued and play a critical role in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable.

Job Overview

The Enterprise Customer Experience Team at arenaflex is responsible for measuring and driving action on consumer feedback and establishing a consumer-centric culture. This work is powered by innovative data-driven approaches that generate actionable insights to solve customer pain points and surprise and delight our consumers. As a Senior Manager, Customer Experience (CX) Measurement, you will play a critical role in helping arenaflex achieve this goal by ensuring consistent and reliable measurement of the member experience and delivering actionable insights to key stakeholders across all our businesses.

Key Responsibilities

• Own member experience measurement programs, including ongoing relationship and transactional survey programs.
• Ensure consistent and reliable measurement of member experience, including working with third-party survey platform partners and arenaflex IT and data engineering colleagues to ensure successful deployment of relationship and transactional survey programs.
• Maintain survey questionnaires, working with leaders and business partners to ensure surveys meet the needs of the business and conform to best practices.
• Set, maintain, and document survey weighting schemes and calculations for key performance metrics.
• Provide ongoing standard and ad-hoc reporting to business partners on member experience, including advanced analytics when applicable.
• Maintain survey platform dashboards, including self-serve improvements and revisions to the platform and surveys.
• Provide strategic recommendations on the continued evolution of CX Measurement programs, including revisions to surveys, analysis of feedback, and new forms of measurement.

Qualifications

Essential Qualifications

• 7-10 years of experience in measuring and analyzing customer feedback, generating insights and implications, and using the resulting insight to drive change/influence the customer experience.
• 1 year of experience owning and running customer experience survey programs.
• 1 year of experience with Medallia, Qualtrics, and other customer experience measurement platforms.

Preferred Qualifications

• Experience in the Healthcare Insurance Industry.
• Ability to analyze structured and unstructured data using multiple tools and communicate those results to a diverse audience, including senior leaders.
• Proven ability to 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 to communicate effectively and influence senior leadership.
• Strong Microsoft Office Suite, especially PowerPoint and Excel, and document management skills.
• Programming experience (R, Python, SAS, SPSS, etc.) and familiarity handling large datasets is a plus but is not required.
• Experience managing vendor relationships and implementing new platforms.
• Demonstrated ability to thrive in highly complex environments.

Education and Compensation

A Bachelor's Degree or equivalent experience (4 Years) is required. The typical pay range for this role is $82,940.00 - $182,549.00, and this position is eligible for an arenaflex bonus, commission, or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.

Benefits and Perks

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. arenaflex offers a full range of medical, dental, and vision benefits, as well as a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and a fully-paid term life insurance plan. We also offer numerous well-being programs, education assistance, free development courses, a store discount, and discount programs with participating partners. As for time off, our employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

Career Growth and Development

At arenaflex, we are committed to helping our employees grow and develop in their careers. As a Senior Manager, Customer Experience (CX) Measurement, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You will also have access to a range of training and development programs, including leadership development, technical skills training, and mentorship opportunities.

Work Environment and Culture

Our work environment is dynamic, collaborative, and fast-paced. We value innovation, creativity, and teamwork, and we are committed to creating a workplace culture that is inclusive, respectful, and empowering. Our employees are self-disciplined, hardworking, curious, trustworthy, humble, and truthful, and they make choices according to what is best for the team. We are proud to be a Top Workplace in the area, and we are committed to continuing to build a workplace culture that is engaging, rewarding, and fulfilling.

Conclusion

If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for the Senior Manager, Customer Experience (CX) Measurement role at arenaflex. This is a unique opportunity to join a talented team of professionals who are dedicated to transforming the healthcare industry and making a positive impact on the lives of our customers and communities. Apply now to take the first step in an exciting and rewarding career with arenaflex.