Director, Voice of the Customer – Empowering Exceptional Customer Experiences at arenaflex
At arenaflex, we're revolutionizing access to high-quality, affordable mental health care by simplifying the process for therapists to accept insurance and offer in-network care. As a leader in the industry, we're committed to delivering exceptional customer experiences that drive growth and sustainability for our providers. We're seeking an experienced Director, Voice of the Customer to join our team and lead the development of a strategic Voice of the Customer program that incorporates customer insights into every product development process.
About arenaflex
arenaflex is a rapidly growing company that's making a significant impact in the mental health care industry. With over 20,000 therapists in our network and a presence in all 50 states, we're dedicated to providing accessible and affordable care to those who need it most. Our mission is to simplify access to high-quality mental health care, and we're committed to delivering exceptional customer experiences that drive growth and sustainability for our providers.
The Role
As our Director, Voice of the Customer, you'll be responsible for designing and leading our VoC strategy, iterating and expanding our current insights program, and incorporating customer insights into every product development process. You'll work closely with Operations, Product Management, Design, Product Marketing, and Business Intelligence to drive the continuous improvement of our products and services.
Key Responsibilities
* Create and lead a strategic Voice of the Customer program that establishes quantitative measurements, synthesizes qualitative data, and translates customer insights into strategic efforts that create exceptional customer experiences.
- Nurture effective collaborative relationships across key stakeholders, shaping product and business strategy alongside these partners.
- Create engaging programs that build customer awareness and empathy across the business, with customer centricity at the forefront.
- Develop a robust framework for customer feedback loops, ensuring we're consistently measuring, communicating, and actioning on what matters most.
- Partner effectively with our data teams to build the data infrastructure required to make meaningful connections and insights about our customers' experiences.
Who We're Looking For
* 8+ years of work experience leading an analytical function such as Customer/User Insights, Product Operations, CX Operations, Voice of the Customer, etc.
- Strong data reporting and data analytics skills, including SQL, with a proven ability to influence using data.
- Experience conducting customer research, competitive analysis, and synthesizing product insights.
- Track record of collaboration with cross-functional teams to solve complex customer challenges.
- Ability to convey complicated and technical topics in simple, jargon-less, engaging formats, with bonus points for experience creating multi-modal content to deliver compelling stories.
- Cultural humility, ability to build relationships across differences, and excellent interpersonal communication skills.
Benefits
* We're a remote-first company, offering the flexibility to work from anywhere.
- Comprehensive health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans.
- 401K plan (ADP) with company match.
- Monthly therapy and wellness stipends.
- Monthly co-working space membership stipend.
- Monthly work-from-home stipend.
- Financial wellness benefits through Northstar.
- Pet discount program through United Pet Care.
- Financial perks and rewards through BenefitHub.
- EAP access through Aetna.
- One-time home office stipend to set up your home office.
- Comprehensive parental leave plans.
- 11 paid holidays, 1 arenaflex Mental Health Day, and 1 arenaflex Volunteering Day.
- Flexible PTO.
Salary Band: $165,000 - $185,000
arenaflex's compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands, and we do not negotiate our compensation.
Why Join arenaflex?
* Opportunity to work with a rapidly growing company that's making a significant impact in the mental health care industry.
- Collaborative and dynamic work environment with a team of passionate and dedicated professionals.
- Comprehensive benefits package that supports your physical, emotional, and financial well-being.
- Flexible work arrangements that allow you to work from anywhere.
- Opportunity to develop your skills and expertise in a rapidly evolving industry.
How to Apply
If you're passionate about delivering exceptional customer experiences and want to join a company that's making a difference in the mental health care industry, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that highlights your experience and qualifications for the role. We can't wait to hear from you! Apply for this job