Senior Manager Customer Experience Measurement – arenaflex

As a Senior Manager of Customer Experience Measurement at arenaflex, you will play a pivotal role in shaping the future of healthcare by delivering exceptional customer experiences. arenaflex is on a mission to become the most consumer-centric health company, and we're looking for talented professionals like you to join our team. If you're passionate about using data-driven insights to drive change and improve customer satisfaction, this is the perfect opportunity for you.

About arenaflex

arenaflex is a leading healthcare company that's dedicated to making a positive impact on people's lives. Our purpose is to bring our heart to every moment of your health, and we're committed to delivering enhanced human-centric healthcare for a rapidly changing world. At arenaflex, we believe that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose, and we want everyone who works at arenaflex to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make healthcare more personal, convenient, and affordable.

The Enterprise Customer Experience Team

The Enterprise Customer Experience Team is responsible for measuring and driving action on consumer feedback and establishing a consumer-centric culture at arenaflex. This work is powered by innovative data-driven approaches that generate actionable insights to both solve customer pain points and surprise and delight our consumers. As a Senior Manager of Customer Experience Measurement, you'll be a key member of this team, working closely with stakeholders across all our businesses to ensure consistent and reliable measurement of the arenaflex member experience.

Key Responsibilities

As a Senior Manager of Customer Experience Measurement, you'll be responsible for:

• Owning Aetna member experience measurement programs, including but not limited to on-going relationship and transactional survey programs
• Ensuring consistent and reliable measurement of Aetna member experience, including but not limited to:

+ 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 business and conform to best practices + Setting, maintaining, and documenting survey weighting schemes and calculations for key performance metrics

• Providing on-going standard and ad hoc reporting to Aetna business partners on member experience, including advanced analytics when applicable
• Maintaining survey platform dashboards, including self-serve improvements and revisions to platform and surveys
• Providing strategic recommendations on continued evolution of CX Measurement programs, including revisions to survey, analysis of feedback, and new forms of measurement

Required Qualifications

To be successful in this role, you'll need:

• 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
• 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

Education

* Bachelor's Degree or equivalent experience (4 years)

Compensation and Benefits

arenaflex offers a competitive compensation package, including:

• A base salary range of $82,940.00 - $182,549.00
• A bonus, commission, or short-term incentive program
• An award target in the company's equity award program
• A full range of medical, dental, and vision benefits
• Eligibility for the Company's 401(k) retirement savings plan
• An Employee Stock Purchase Plan
• A fully-paid term life insurance plan
• Short-term and long-term disability benefits
• Numerous well-being programs
• Education assistance
• Free development courses
• A CVS store discount
• Discount programs with participating partners
• Paid Time Off (PTO) or vacation pay
• Paid holidays throughout the calendar year

Why Join arenaflex?

At arenaflex, we're passionate about making a positive impact on people's lives. We're committed to delivering exceptional customer experiences and creating a culture that's inclusive, diverse, and empowering. If you're looking for a challenging and rewarding career opportunity, we invite you to join our team.

How to Apply

If you're interested in this exciting opportunity, please submit your application through our website. We look forward to hearing from you!

Application Deadline

We anticipate the application window for this opening will close on: 02/24/2025

Equal Employment Opportunity

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.

About Our Work Experience

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area. Apply for this job