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 employee 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. As a Senior Manager, Customer Experience (CX) Measurement, you will play a critical role in helping arenaflex achieve this goal. This role is focused on ensuring consistent and reliable measurement of the member experience and delivering actionable insights to key stakeholders across all our businesses.
Key Responsibilities
- Owning member experience measurement programs, including ongoing relationship and transactional survey programs.
- Ensuring 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.
- Maintaining survey questionnaires, working with leaders and business partners to ensure surveys meet the needs of the business and conform to best practices.
- Setting, maintaining, and documenting survey weighting schemes and calculations for key performance metrics.
- Providing ongoing standard and ad hoc reporting to business partners on member experience, including advanced analytics when applicable.
- Maintaining survey platform dashboards, including self-serve improvements and revisions to the platform and surveys.
- Providing 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
Bachelor's Degree or equivalent experience (4 Years). The typical pay range for this role is $82,940.00 - $182,549.00. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors. 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. Eligible employees may enroll in the company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The company provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. arenaflex also offers numerous well-being programs, education assistance, free development courses, a store discount, and discount programs with participating partners. As for time off, company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.
Career Growth and Learning Benefits
At arenaflex, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including leadership development, mentorship, and career coaching. Our employees have access to a wide range of resources, including online courses, workshops, and conferences. We also offer opportunities for advancement and career progression, as well as a supportive and collaborative work environment that encourages innovation and creativity.
Work Environment and Company Culture
arenaflex is a dynamic and innovative company that values diversity, equity, and inclusion. We are committed to creating a work environment that is welcoming, inclusive, and supportive of all employees. Our company culture is built on a foundation of respect, empathy, and kindness, and we strive to create a positive and productive work environment that allows our employees to thrive. We are proud to be an equal opportunity employer and welcome applications from diverse candidates.
Conclusion
If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Senior Manager, Customer Experience (CX) Measurement position at arenaflex. This is a unique opportunity to join a dynamic and innovative company that is committed to delivering exceptional customer experiences and making a positive impact on the lives of our members and customers. Apply now and take the first step towards a rewarding and challenging career at arenaflex.