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 driving consumer-centric experiences that transform lives. arenaflex is on a mission to revolutionize the way healthcare is delivered, and we're looking for talented professionals like you to join our team.
About arenaflex
arenaflex is a leading healthcare company that's dedicated to making a meaningful difference in 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. With a strong brand that's anchored in our values, we're passionate about creating experiences that are personal, convenient, and affordable.
Our Heart At Work Behaviors
At arenaflex, we believe that our employees are the heartbeat of our organization. That's why we've developed our Heart At Work Behaviors, which support our purpose and guide our actions. These behaviors empower our employees to feel empowered, to innovate, and to deliver solutions that make a real difference in people's lives.
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 creating best-in-class experiences for customers, members, clients, and colleagues. As a Senior Manager of Customer Experience Measurement, you will play a critical role in helping arenaflex achieve its goal of becoming the most consumer-centric health company.
Key Responsibilities
As a Senior Manager of Customer Experience Measurement, you will be responsible for:
- Owning Aetna member experience measurement programs, including on-going relationship and transactional survey programs
- Ensuring consistent and reliable measurement of Aetna member experience
- 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 will need:
- 7-10 years of experience in measuring and analyzing customer feedback, generating insights, 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
Preferred Qualifications
While not required, the following qualifications would be beneficial:
- 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
A Bachelor's Degree or equivalent experience (4 years) is required.
Compensation and Benefits
arenaflex offers a competitive compensation package, including a base salary range of $82,940.00 - $182,549.00. This position is eligible for a bonus, commission, or short-term incentive program in addition to the base pay range listed above. arenaflex also offers a range of benefits, 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
How to Apply
If you're passionate about making a difference in people's lives and want to join a team that's dedicated to delivering enhanced human-centric healthcare, apply now! The application window for this opening will close on 02/24/2025. Apply for this job