Senior Manager Customer Experience Measurement – arenaflex

At arenaflex, we're on a mission to revolutionize the healthcare industry by creating exceptional experiences for our customers, members, clients, and colleagues. As a Senior Manager, Customer Experience Measurement, you'll play a critical role in helping us achieve this goal by ensuring consistent and reliable measurement of the Aetna member experience and delivering actionable insights to key stakeholders across all our businesses.

About arenaflex

arenaflex is a leading healthcare company that's 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 a culture that's passionate about the future of healthcare and the voice of the customer. We're a community of Customer Experience professionals who not only help each other but are also passionate about making a difference in the lives of our customers.

Job Summary

As a Senior Manager, Customer Experience Measurement, you'll be responsible for owning Aetna member experience measurement programs, including ongoing relationship and transactional survey programs. You'll work closely with third-party survey platform partners and CVS Health IT and data engineering colleagues to ensure successful deployment of relationship and transactional survey programs. You'll also maintain survey questionnaires, set, maintain, and document survey weighting schemes and calculations for key performance metrics, and provide on-going standard and ad-hoc reporting to Aetna business partners on member experience.

Key Responsibilities

* Own Aetna member experience measurement programs, including ongoing relationship and transactional survey programs

• Work with third-party survey platform partners and CVS Health 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 business and conform to best practices
• Set, maintain, and document survey weighting schemes and calculations for key performance metrics
• Provide on-going standard and ad-hoc reporting to Aetna business partners on member experience, including advanced analytics when applicable
• Maintain survey platform dashboards, including self-serve improvements and revisions to platform and surveys
• Provide strategic recommendations on continued evolution of CX Measurement programs, including revisions to survey, analysis of feedback, and new forms of measurement

Required 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
• 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

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

What We Offer

* Competitive salary range: $82,940.00 - $182,549.00

• Bonus, commission, or short-term incentive program
• Equity award program
• Comprehensive benefits package, including medical, dental, and vision benefits
• 401(k) retirement savings plan
• Employee Stock Purchase Plan
• Fully-paid term life insurance plan
• Short-term and long-term disability benefits
• Well-being programs
• Education assistance
• Free development courses
• CVS store discount
• Discount programs with participating partners
• Paid Time Off (PTO) or vacation pay
• Paid holidays throughout the calendar year
• Number of paid holidays, sick time, and other time off provided consistent with relevant state law and company policies

Why Join arenaflex?

* We're a community of passionate individuals who are dedicated to making a difference in the lives of our customers

• We offer a comprehensive benefits package and competitive salary range
• We're committed to creating a culture that's passionate about the future of healthcare and the voice of the customer
• We offer opportunities for career growth and development
• We're a Top Workplace in the area

How to Apply

If you're passionate about creating exceptional experiences for our customers, members, clients, and colleagues, we encourage you to apply for this exciting opportunity. Please submit your application by [02/24/2025]. We look forward to hearing from you! Apply Job!

Note:

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse workplace culture. Apply for this job