Experienced Senior Manager Customer Experience Measurement – arenaflex

Join arenaflex, a leading health care company, in its mission to revolutionize the customer experience and make health care more personal, convenient, and affordable.

About arenaflex

arenaflex is on a journey to become the most consumer-centric health company by creating best-in-class experiences for customers, members, clients, and colleagues. Our purpose is to bring our heart to every moment of your health, and our Heart At Work Behaviors support this purpose. 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.

Position Summary

The Enterprise Customer Experience Team at arenaflex is responsible for measuring and driving action on consumer feedback and establishing a consumer-centric culture. The Senior Manager, Customer Experience (CX) Measurement – arenaflex plays a critical role in helping arenaflex 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.

Key Responsibilities

* Own Aetna member experience measurement programs, including on-going relationship and transactional survey programs

• Ensure consistent and reliable measurement of Aetna member experience, including:

+ Work with third-party survey platform partners and arenaflex 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

Essential Qualifications

* 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

* 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

* The typical pay range for this role is: $82,940.00 - $182,549.00

• This position is eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above
• This position also includes an award target in the company's equity award program
• arenaflex offers a full range of medical, dental, and vision benefits
• Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees
• The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits
• arenaflex also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners

Work Environment and Company Culture

* arenaflex is a dynamic and innovative company that values its employees and their contributions

• 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

How to Apply

If you are a motivated and experienced professional looking to join a company that shares your values and passion for customer experience, please apply to this exciting opportunity. We look forward to reviewing your application and discussing how you can contribute to arenaflex's mission to revolutionize the customer experience and make health care more personal, convenient, and affordable. Apply Job! Apply for this job