Experienced Full Stack Customer Experience Measurement Director – Driving Enterprise-Wide Insights and Actionable Solutions
Are you a seasoned professional with a passion for customer experience and a knack for driving business growth through data-driven insights? Do you thrive in a fast-paced, innovative environment where collaboration and creativity are valued? Look no further! arenaflex is seeking an Experienced Full Stack Customer Experience Measurement Director to join our team and help shape the future of customer-centric healthcare.
About arenaflex
arenaflex is a leading healthcare company dedicated to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is to bring our heart to every moment of your health, and we're committed to creating heartfelt, personalized moments for our customers, members, clients, and colleagues. With a unique focus on defining meaningful moments for those we serve, we're on a journey to become the most consumer-centric health company.
The Role
As an Experienced Full Stack Customer Experience Measurement Director, you'll play a critical role in helping arenaflex achieve its goal of creating best-in-class experiences for customers, members, clients, and colleagues. You'll be responsible for leading our Customer Experience (CX) measurement and analytic programs, driving enterprise-wide insights, and influencing senior leadership across all our businesses.
Key Responsibilities
* Ensure consistent and reliable measurement of customer experience for the Health Care Business unit, providing accurate key customer experience metrics to business partners and the arenaflex enterprise.
- Manage the CX measurement programs for Aetna, including feedback from consumer surveys and synthesizing with other sources, such as social media, call transcripts, digital sessions, and other operational data.
- Own our customer experience platform (Medallia) for the Aetna business, leading 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're systemically acting on consumer feedback, including BU leadership, IT, Analytics, and other parts of the organization.
- 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
- 7+ 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
- 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 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 handling large datasets
- Demonstrated ability to thrive in highly complex environments
Career Growth Opportunities and Learning Benefits
As an Experienced Full Stack Customer Experience Measurement Director at arenaflex, you'll have the opportunity to:
- Develop and lead high-performing teams that drive significant value to the organization
- Collaborate with cross-functional teams to drive business growth and innovation
- Stay at the forefront of customer experience measurement and analytics, with access to cutting-edge tools and technologies
- Participate in arenaflex's comprehensive training and development programs, including leadership development, data science, and customer experience training
- Enjoy a competitive salary, bonus, and equity award program, as well as a comprehensive benefits package, including medical, dental, and vision benefits, 401(k) retirement savings plan, and employee stock purchase plan
Work Environment and Company Culture
arenaflex is committed to creating a supportive, collaborative, and agile work environment that fosters innovation, creativity, and continuous learning. Our team is passionate about making a difference in the lives of our customers, members, clients, and colleagues, and we're dedicated to creating a culture that values diversity, equity, and inclusion.
Compensation and Perks
The typical pay range for this role is $100,000.00 - $231,540.00, depending on experience, education, and other relevant factors. This position is eligible for a CVS Health bonus, commission, or short-term incentive program, as well as an award target in the company's equity award program.
How to Apply
If you're a motivated and experienced professional with a passion for customer experience and a knack for driving business growth through data-driven insights, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and join our team of innovators, collaborators, and customer experience champions. Apply Now Apply for this job