Senior Analyst, Customer Experience – Transforming Customer Insights into Actionable Strategies

At arenaflex, we're committed to helping our employees thrive, and we're looking for a talented Senior Analyst, Customer Experience to join our team. As a key member of our Customer Experience Insights Team, you'll play a crucial role in equipping and rallying arenaflex with actionable insights that positively transform the end-to-end customer experience.

About arenaflex

arenaflex is a leading provider of employee benefits and service solutions that enable employees at our client companies to thrive throughout life's moments. With 10,000 employees helping more than 39 million people worldwide, every role at arenaflex is meaningful and impacts the lives of our customers. Whether you're directly supporting a growing family or developing online tools to help navigate a difficult loss, customers are counting on the combined talents of our entire team.

Our Culture

At arenaflex, we're proud of our award-winning culture, which prioritizes inclusion and diversity, performance-based incentive plans, and a competitive benefits package that includes health, vision, dental, short & long-term disability, generous PTO, and up to 9.5% 401(k) employer contribution. We also offer mental health support, career advancement opportunities, student loan repayment options, tuition reimbursement, flexible work environments, and all the benefits listed above are subject to the terms of their individual plans.

About the Role

As a Senior Analyst, Customer Experience, you'll work closely with our Customer Experience Insights Team to gather customer insights, analyze data, mine information across all customer touchpoints and channels, and translate it into actionable activities. You'll lead research processes, including questionnaire development, sample design and acquisition, analysis, and reporting, ensuring best practices are applied. You'll also develop technical expertise and knowledge of state-of-the-art marketing research, analysis, survey tools, and strategic planning principles and techniques.

Key Responsibilities

* Assist in improving the customer experience by gathering customer insights, analyzing data, mining information across all customer touchpoints and channels, and translating it into actionable activities.

• Lead research process, including questionnaire development, sample design and acquisition, analysis, and reporting, ensuring best practices are applied.
• Develop technical expertise and knowledge of state-of-the-art marketing research, analysis, survey tools, and strategic planning principles and techniques.
• Complete data analytics focused on actionable insights, and provides summary interpretation of what it means and how the data helps drive the brand promise.
• Prepare and deliver research results reports and presentations that include analysis, insights, and recommendations.
• Guide stakeholders in interpretation and application of VOC data.
• Develop research plan design documents for internal business colleagues to align all stakeholders' expectations.
• Assist department colleagues in the coordination and implementation of primary and secondary research projects to meet business objectives and support corporate information needs.
• Screen and recruit participants for qualitative research activities; demonstrate competence in qualitative interviewing practices.
• Conduct rigorous examination of sample lists for quality control in preparation for surveys.
• Lead ad hoc internal requests for detailed or segment-based results analysis.

Requirements

* 3+ years of experience in a corporate or supplier research organization, with a strong understanding of common CX metrics and systems (NPS, CES, etc.).

• BA or BS required or equivalent/relevant work experience, with market research certification or equivalent a plus.
• Background and experience in utilizing social sciences, marketing principles, statistics, and continuous improvement methodologies as required.
• Ability to draw trends and correlations between multiple data sets.
• Some experience with experimental design, survey development, statistical analysis, reporting research results, and/or utilization of statistical software (SPSS, SAS, R, SQL/Teradata, Qualtrics, etc.).
• Technical expertise with survey tools a plus.
• Highly inquisitive, curious, open-minded, and team-oriented; innate sense of building connections with data and interrelationships across business operations and principles.
• Excellent listening, written, and verbal skills from project design through presentation required.
• Demonstrates superior project management skills and ability to manage multiple/concurrent projects.
• Must be a results-oriented and self-motivated individual.
• Excellent Word, Excel, and PowerPoint skills.
• Must have a strong focus on detail and precision.

What We Offer

* A competitive base salary range of $53,300.00-$100,700.00, depending on skill, geographical location, and experience.

• A comprehensive benefits package, including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not.
• Opportunities for career advancement and professional growth.
• A dynamic and inclusive work environment that values diversity and promotes work-life balance.

How to Apply

If you're a motivated and results-driven individual with a passion for customer experience, we encourage you to apply for this exciting opportunity. Please visit our careers website at [careers.arenaflex.com](http://careers.arenaflex.com) to submit your application. Apply for this job