Experienced Senior Analyst, Customer Experience (CX) – Crafting Data-Driven Insights for Exceptional Customer Experiences at arenaflex

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Senior Analyst, Customer Experience (CX), you'll play a pivotal role in driving this mission forward by leveraging your analytical expertise to uncover insights that inform and shape our customer experience strategies. If you're a data-driven problem-solver with a passion for crafting compelling stories, we want to hear from you.

About arenaflex

arenaflex is a global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position. Our products and services help nearly 300 million customers worldwide. At arenaflex, we believe that how we work matters just as much as the work itself. Our values, known as The Asurion Way, guide our behavior and decision-making. We prioritize customer satisfaction, collaboration, innovation, and integrity in everything we do.

The Role

As a Senior Analyst, Customer Experience (CX), you'll be responsible for:

• Connecting and generating analysis from customer and operational data sources, including survey outcomes, third-party reviews, journey touchpoint metrics, operational KPIs, and more.
• Creating Business Intelligence (BI) solutions to provide self-service access for CX and stakeholders to monitor key business outcomes.
• Telling compelling stories by packaging data for CX and other stakeholders, succinctly articulating concepts and ideas using appropriate visualizations.
• Querying and connecting operational and experience data sources from across the organization to create a holistic view of the customer.
• Demonstrating curiosity and innovation for answering business questions by leveraging all tools in the toolbox.
• Investigating and determining root causes of customer experience pain points using customer and operational data and problem-solving with CX and/or Marketing teams to identify solutions.
• Acting as a CX and operational data SME to enable access to data elements that illustrate opportunities to solve business problems.
• Building partnerships within the CX Team, Marketing, and Analytics to understand priorities and produce relevant outputs.
• Thriving while working on grey space projects within fast-moving organizations.
• Managing multiple projects while quickly identifying the most critical, highest-value effort and prioritizing accordingly.

What You'll Bring to the Team

* Critical thinking and intellectual and analytical rigor with strong problem-solving skills.

• Customer-centric thinking, keeping customers as the top priority when making all business decisions, listening to customer feedback, and advocating for solutions that help customers achieve their objectives.
• Comfortable manipulating and joining large sets of data with various levels of aggregation.
• Team-oriented, collaborative, and a passionate customer advocate who articulates their opinion while maintaining flexibility to incorporate others' viewpoints.
• Proficiency in relating customer experience improvements to improved business/economic outcomes.
• Excellent written, verbal, and visual communication skills.
• Natural curiosity with a passion for being solution-oriented.
• Bachelor's Degree required.
• Experience in data analysis, Business Intelligence, data modeling, data architecture, or related fields, such as customer experience, marketing, or adjacent fields.
• Knowledge of Microsoft Office Applications (Excel, PowerPoint, PowerBI, Word) at the advanced level preferred.
• Required experience/knowledge with BI tools, including SQL, PowerBI, or similar, used to construct visualizations and perform data analysis.
• Certification(s) in Business Intelligence, data modeling, or data visualization is a plus.

Why Join arenaflex?

* Work with a global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position.

• Contribute to a mission that prioritizes customer satisfaction, collaboration, innovation, and integrity.
• Enjoy a dynamic and fast-paced work environment with opportunities for growth and development.
• Collaborate with a talented team of professionals who share your passion for delivering exceptional customer experiences.
• Take advantage of our comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• Enjoy a competitive salary and bonus structure, with opportunities for professional growth and advancement.

How to Apply

If you're a motivated and analytical individual with a passion for crafting compelling stories, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you! Apply Job! Apply to this Job Apply for this job