Experienced Manager, Enterprise Customer Experience - Competitive Insights

At arenaflex, we're dedicated to revolutionizing the healthcare industry by delivering exceptional customer experiences that make a meaningful difference in people's lives. As a Manager, Enterprise Customer Experience - Competitive Insights, you'll play a pivotal role in driving business growth by leveraging your expertise in competitive intelligence and customer insights. Join our team and be part of a dynamic organization that's passionate about putting our heart into everything we do.

About arenaflex

arenaflex is a leading healthcare company that's committed to transforming the way we deliver care. With a rich history of innovation and a passion for customer-centricity, we're constantly pushing the boundaries of what's possible. Our purpose is simple: to bring our heart to every moment of your health. We believe that by putting our customers at the forefront of everything we do, we can create a better, more personalized experience that makes a real difference in people's lives.

Our Heart At Work Behaviors

At arenaflex, we're proud of our Heart At Work Behaviors, which are designed to empower our employees to make a meaningful impact in their roles. These behaviors include:

• Customer Focus: We're committed to delivering exceptional customer experiences that meet and exceed our customers' expectations.
• Innovation: We're passionate about innovation and are constantly looking for new ways to improve our services and products.
• Collaboration: We believe that collaboration is key to driving success, and we're committed to working together as a team to achieve our goals.
• Accountability: We take ownership of our actions and are accountable for delivering high-quality results.
• Inclusion: We're committed to creating an inclusive environment that values diversity and promotes equality.

Position Summary

As a Manager, Enterprise Customer Experience - Competitive Insights, you'll be responsible for providing expert-level support in competitive intelligence and customer insights. You'll work closely with our cross-functional team to drive business growth by identifying and elevating customer feedback, analyzing survey data and text analytics, and creating clear reports that allow business partners to communicate the customer story. You'll also assist with vendor/platform management, customer insights data pulls, and support projects, including cross-tab creation, consistent reporting of CX KPIs across business units, and presentation building.

Key Responsibilities

* Identify and elevate customer feedback to drive actionable results through analysis of survey data and text analytics.

• Explain market headwinds and tailwinds on key themes impacting the industry and our business to executive-level audiences.
• Effectively and efficiently combine data from various databases and create clear reports that allow business partners to communicate the customer story.
• Assist with vendor/platform management by providing training and support, as well as researching potential platform inconsistencies and opportunities for improvement.
• Manage customer insights data pulls and support projects, including cross-tab creation, consistent reporting of CX KPIs across business units, and presentation building.
• Support the Competitive CX Program, including managing communication and scheduling meetings, account team training and support, data management, and assisting in vendor and stakeholder management.

Essential Qualifications

* 5+ years of experience analyzing customer insights or related.

• 3+ years of experience using Excel data analysis.
• 3+ years of experience using PowerPoint/report building.
• 3+ years of experience in intermediate project/program management skills, including project planning, resource planning, and scenario planning.
• 1+ year of experience in intermediate data analysis skills and/or basic knowledge of statistics.
• Ability to travel up to 5%.

Preferred Qualifications

* Experience managing CX vendors: Medallia/CSpace/Forrester, etc.

• Research and analysis background, with strong analytical and creative problem-solving skills, including familiarity with a range of intelligence tools and data interpretation techniques.
• Intermediate verbal and written communication skills, including email, communication, and leadership in meetings, and PowerPoint presentations.
• Ability to build strong cross-functional relationships with stakeholders.
• Passion for customer insights, data analytics, and storytelling with data.
• Follow-up and attention to detail, including disciplined follow-up to emails from stakeholders and key vendor partners.
• Basic data management skills, including basic data governance (field descriptions and types, understanding of source, summary statistics) and basic quality assurance processes.

Education

* Bachelor's Degree or equivalent (HS Diploma + 4 years of relevant experience) required.

Anticipated Weekly Hours

* 40

Time Type

* Full-time

Pay Range

* The typical pay range for this role is: $60,300.00 - $145,860.00

• This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.
• The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors.
• This position is eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above.

Benefits

* In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.

• The Company 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.
• CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.
• As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

How to Apply

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply for this position. Please visit our website to learn more about this opportunity and to submit your application.

Application Window

We anticipate the application window for this opening will close on: 03/28/2025

Equal Employment Opportunity

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