Senior Manager Customer Experience Measurement – arenaflex

Introduction to arenaflex

At arenaflex, we are driven by a singular purpose: to bring heart to every moment of health. This guiding principle is at the core of our commitment to deliver enhanced, human-centric healthcare in a rapidly changing world. Our brand, with heart at its center, sends a personal message that how we deliver our services is just as important as what we deliver. As a leader in the healthcare industry, we are on a journey to become the most consumer-centric health company, creating best-in-class experiences for our customers, members, clients, and colleagues.

Our Heart At Work Behaviors

Our Heart At Work Behaviors support this purpose, empowering every individual who works at arenaflex to feel valued by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions. We strive to make healthcare more personal, convenient, and affordable, and we are looking for talented individuals to join our team and help us achieve this goal.

Position Summary

The Enterprise Customer Experience Team at arenaflex is responsible for measuring and driving action on consumer feedback, establishing a consumer-centric culture, and powering 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, focusing 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.

Requirements and Qualifications

To be successful in this role, you will need:

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.
• Bachelor's Degree or equivalent experience (4 Years).

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.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Senior Manager, Customer Experience (CX) Measurement, you will have access to a range of learning and development opportunities, including training programs, mentorship, and career advancement opportunities. You will be part of a community of Customer Experience professionals who are passionate about the future of healthcare and the voice of the customer.

Work Environment and Company Culture

At arenaflex, we pride ourselves on our positive and inclusive work environment. We believe in empowering our employees to feel valued and supported, and we strive to create a culture that is collaborative, innovative, and customer-centric. As a member of our team, you will be part of a dynamic and fast-paced environment that is dedicated to making a difference in the lives of our customers and members.

Compensation, Perks, and Benefits

The typical pay range for this role is $82,940.00 - $182,549.00 per year, depending on experience, education, geography, and other relevant factors. In addition to your compensation, you will be eligible for a range of benefits, including medical, dental, and vision benefits, a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and numerous well-being programs. You will also have access to free development courses, a store discount, and discount programs with participating partners.

Conclusion

If you are a motivated and experienced professional looking to make a difference in the healthcare industry, we encourage you to apply for the Senior Manager, Customer Experience (CX) Measurement role at arenaflex. As a member of our team, you will have the opportunity to work with a talented and dedicated group of professionals who are passionate about delivering exceptional customer experiences. Don't miss out on this exciting opportunity to join a leader in the healthcare industry and contribute to our mission of bringing heart to every moment of health. Apply now and take the first step towards a rewarding and challenging career at arenaflex.