Director, Voice of the Customer – Empowering Customer-Centric Innovation at arenaflex

At arenaflex, we're revolutionizing access to high-quality, affordable mental health care by simplifying the process for therapists to accept insurance and offer in-network care. Our mission is to make mental health care more accessible, equitable, and sustainable for everyone. As a leader in the industry, we're committed to delivering exceptional customer experiences that drive growth, innovation, and positive impact. We're seeking an experienced Director, Voice of the Customer to join our team and lead the development of a customer-centric strategy that informs every decision at arenaflex. As a key member of our leadership team, you'll be responsible for designing and executing a comprehensive Voice of the Customer (VoC) program that drives business growth, improves customer satisfaction, and fosters a culture of customer-centricity across the organization.

About arenaflex

arenaflex is a rapidly growing company with a strong mission to simplify access to mental health care. We've raised $220.5M in funding from top investors and have been recognized as one of Inc's Best Workplaces in 2022 and 2023. Our platform is available in all 50 states, with over 20,000 therapists in our growing network. We're committed to creating a culture of innovation, collaboration, and customer-centricity that drives growth and positive impact.

Job Summary

As Director, Voice of the Customer, you'll be responsible for leading the development and execution of a comprehensive VoC program that informs every decision at arenaflex. You'll work closely with cross-functional teams, including Operations, Product Management, Design, Product Marketing, and Business Intelligence, to ensure that customer insights are core to every decision. Your expertise will help us create exceptional customer experiences that drive growth, innovation, and positive impact.

Key Responsibilities

* Design and lead a strategic Voice of the Customer program that establishes quantitative measurements, synthesizes qualitative data, and translates customer insights into strategic efforts that create exceptional customer experiences.

• Nurture effective collaborative relationships across key stakeholders, shaping product and business strategy alongside partners.
• Create engaging programs that build customer awareness and empathy across the business, with customer centricity front-and-center.
• Develop a robust framework for customer feedback loops, ensuring consistent measurement, communication, and actioning on what matters most.
• Partner effectively with data teams to build the data infrastructure required to make meaningful connections and insights about customer experiences.

Requirements

* 8+ years of work experience leading an analytical function such as Customer/User Insights, Product Operations, CX Operations, Voice of the Customer, etc.

• Strong data reporting and data analytics skills, including SQL, with a proven ability to influence using data.
• Experience conducting customer research, competitive analysis, and synthesizing product insights.
• Track record of collaboration with cross-functional teams to solve complex customer challenges.
• Ability to convey complicated and technical topics in simple, jargon-less, engaging formats, with bonus points for experience creating multi-modal content to deliver compelling stories.
• Cultural humility, ability to build relationships across differences, and excellent interpersonal communication skills.

Benefits

* Remote-first work environment

• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 401K plan (ADP)
• Monthly therapy and wellness stipends
• Monthly co-working space membership stipend
• Monthly work-from-home stipend
• Financial wellness benefits through Northstar
• Pet discount program through United Pet Care
• Financial perks and rewards through BenefitHub
• EAP access through Aetna
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans
• 11 paid holidays, 1 arenaflex Mental Health Day, and 1 arenaflex Volunteering Day
• Flexible PTO

Salary Band: $165,000 - $185,000

arenaflex's compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands and we do not negotiate our compensation (i.e. all people hired at the same level & role are brought in at the same salary, equity, and benefits). The recruiter you work with can provide more details on our philosophy.

How to Apply

All arenaflex jobs are listed on our careers page. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address. Learn more about how arenaflex handles applicant data by reading our Applicant Privacy Notice. Apply To this Job Apply for this job