Experienced Principal Experience Researcher – Customer Insights, Remote

Join arenaflex, a public benefit corporation, in empowering the most transformational part of our healthcare landscape – independent primary care. As a Principal Experience Researcher, you will play a critical role in driving impactful business decisions through complex research initiatives, shaping the future of arenaflex's products and services, and contributing to a culture that is driven by a passion for tackling complex issues with respect, open-mindedness, and a desire to learn.

About arenaflex

arenaflex exists to empower the most transformational part of our healthcare landscape – independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country – helping practices, health centers, and clinics deliver better care to their patients and thrive in value-based care. Our work strengthens continuity of care, aligns incentives, and ensures primary care physicians are paid for what they do best – keeping patients healthy.

Job Description

As a Principal Experience Researcher, you will be a key member of the Experience Design and Research (XDR) team at arenaflex, supporting our Customer Insights group. Our multidisciplinary XDR team accelerates the ability of primary care practices to improve health outcomes for their patients by equipping them with thoughtfully crafted technology. We ensure that the design of arenaflex products and services consider the needs of clinicians, practice staff, internal arenaflex teams, and patients, fitting within their existing environments and workflows.

Key Responsibilities

* Lead arenaflex Voice of the Customer (VoC) program: + Develop an ongoing VoC strategy to capture customer feedback across all touchpoints and continuously iterate on the program to maximize its effectiveness and impact. + Implement and refine a text analysis framework in Qualtrics to efficiently analyze product feedback from customers. + Develop and deliver regular reports on VoC program performance, assessing the program's impact on customer satisfaction and product improvement. + Collaborate with product teams to create action plans based on customer feedback, ensuring timely and effective responses. + Build strong relationships with key stakeholders to facilitate the translation of customer feedback into product improvements. + Optimize and expand quantitative and qualitative feedback channels to capture breadth and depth of customer feedback. + Oversee the development of a comprehensive Voice of the Customer (VoC) scorecard, ensuring stakeholder buy-in on key metrics and effectively driving widespread adoption across the organization.

• Advanced Customer Research/Analytics & Research Operations:

+ Design and conduct a wide range of qualitative and quantitative research studies, including ethnographic research, focus groups, usability testing, and surveys, employing innovative methodologies to address unique challenges in the healthcare space. + Analyze and interpret data from various sources, including surveys, product usage, market trends, and internal databases, using advanced analytical techniques and statistical modeling (e.g., SQL, R, Python) to identify key insights, trends, and opportunities (e.g., satisfaction drivers, churn predictors). + Oversee all aspects of research operations in close collaboration with more junior researchers, including customer panel management, participant recruitment, data management, ethical considerations, ensuring efficient and effective execution of research initiatives.

• Collaboration and Communication:

+ Partner closely with designers, peer researchers, product managers, and cross-functional teams to translate customer insights into action. + Communicate research findings effectively to diverse audiences through compelling presentations, reports, and data visualizations. + Serve as a trusted advisor and thought leader on customer research methodologies and best practices. + Identify emerging trends and opportunities in the healthcare landscape to inform product strategy.

Minimum Qualifications

* Experienced customer insights and market research leader with 10+ years of experience driving impactful business decisions through complex research initiatives.

• Deep expertise in a broad spectrum of research methodologies, including experimental design, advanced survey development, rigorous statistical analysis, and ethnographic research with the ability to design complex data analysis plans to address research questions.
• Proven ability to lead and develop Voice of Customer (VoC) programs to enhance customer experience.
• Expert knowledge of Qualtrics to use within customer experience programs to gather and analyze customer feedback, including text analysis.
• Proficient in conducting advanced data analysis, utilizing SQL for data extraction and manipulation and using R or Python for sophisticated statistical modeling (regression, clustering), hypothesis testing, and predictive analytics/machine learning.
• Demonstrates strong knowledge of statistical concepts (significance testing, confidence intervals, power analysis).
• Effectively translates complex data into actionable insights through compelling data visualizations (Tableau, Power BI).

Preferred Knowledge, Skills, and/or Abilities

* Master's degree (or higher) in a quantitative field (e.g., Market Research, Statistics, Data Science).

• Experience in the healthcare industry, particularly with Accountable Care Organizations (ACOs) and Value-Based Care (VBC) models.
• Strong strategic thinking and planning skills, with the ability to align research with business objectives.
• Experience with SAAS product Insights.
• Expertise in Tableau, or Power BI.
• Familiarity with research management tools like PanelFox and Dscout.

What We Offer

* Flexible work schedules and the ability to work remotely are available for many roles.

• Health, dental, and vision insurance paid up to 80% for employees, dependents, and domestic partners.
• Robust time-off plan (21 days of PTO in your first year).
• Two paid volunteer days and 11 paid holidays.
• 12 weeks paid parental leave for all new parents.
• Six weeks paid sabbatical after six years of service.
• Educational Assistant Program and Clinical Employee Reimbursement Program.
• 401(k) with up to 4% match.
• Stock options.
• And much more!

Diversity, Equity, and Inclusion

arenaflex is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at arenaflex are based on merit, qualifications, performance, and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth, or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

How to Apply

If you're eager to join a collaborative, inclusive, and remote-first culture and help create a healthcare system that is good for patients, good for practices, and good for society, apply now! Apply for this job