Experienced Director of Customer Intelligence – Strategic Leader for Data-Driven Decision Making

At arenaflex, we're dedicated to connecting our customers and associates to what matters most. As a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace are just a few of the benefits we offer. We're open to hiring remote candidates who live in various states across the country, and we're excited to find the right talent to join our team.

About the Role

The Director of Customer Intelligence is a strategic leader responsible for turning customer data into actionable insight that fuels smarter decisions, sharper experiences, and stronger business outcomes. At arenaflex, this role drives the development of a comprehensive understanding of the customer—who they are, how they behave, what they need—and uses that intelligence to guide innovation, optimize digital platforms, and shape the end-to-end experience.

Key Responsibilities

* Lead the customer intelligence strategy by developing and maintaining a holistic view of customer behavior, sentiment, and journey performance across all channels and touchpoints.

• Translate insights into action by partnering with CX, Product, Marketing, and Operations teams to identify pain points, improve journeys, and prioritize initiatives with measurable impact.
• Engage in the design and evolution of customer dashboards, KPIs, and journey analytics frameworks that track satisfaction, resolution rates, digital adoption, churn risk, and other key metrics.
• Leverage platform data (CXOne, Zendesk, ServiceNow, etc.) to drive recommendations for system optimization, automation, and user experience enhancements.
• Own the voice-of-customer (VoC) program, integrating surveys, feedback loops, call data, and sentiment analysis to surface trends and inform decision-making.
• Partner with senior leaders to deliver strategic insights that guide innovation, competitive positioning, and long-range planning.
• Inform and evaluate the innovation pipeline, using data to assess ideas, identify market opportunities, and define success measures for pilots and scale-ups.
• Foster a culture of customer-led thinking by embedding intelligence into daily operations and long-term strategies.

Qualifications

* 8+ years of experience in customer experience, analytics, digital transformation, or strategic insights, ideally within telecom or a service-oriented industry.

• Proven ability to synthesize complex data into clear, compelling narratives that influence cross-functional stakeholders.
• Strong working knowledge of customer platforms and data ecosystems (e.g., CXOne, Zendesk, ServiceNow, Qualtrics).
• Experience designing VoC programs, journey analytics, and performance dashboards.
• Strong communication, executive presentation, and strategic planning skills.
• Background in agile program delivery, customer journey mapping, or human-centered design is a plus.

Leadership Competencies

* Analytical storyteller: Combines data fluency with business acumen to drive action.

• Customer advocate: Uses insight to elevate the voice of the customer in every strategic conversation.
• Collaborative leader: Builds strong partnerships across departments and levels.
• Strategic thinker: Sees around corners and anticipates evolving customer needs.
• Change agent: Balances near-term wins with long-term transformation goals.

Success Metrics

* Measurable improvements in digital experience KPIs (e.g., self-service adoption, app engagement, NPS, conversion).

• Uptake of intelligence-informed enhancements in product, marketing, and CX strategies.
• Reduction in customer pain points and operational inefficiencies via digital insight application.
• Improved speed to insight and impact from analytics deliverables.
• Strengthened organizational decision-making through integrated customer and digital intelligence.
• Increased CX scores (e.g., NPS, CSAT) tied to insights-driven improvements.
• Utilization of customer insights across business units.
• Time to insights and responsiveness to customer trends.
• Stakeholder satisfaction with insights team deliverables.
• Uplift in customer lifetime value or retention due to intelligence-led initiatives.

Core Competencies

* Committed: Values each and every customer, while working hard to keep their business and support our communities.

• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
• Proactive: Understands what our customers need, and actively works to make their relationship with us seamless, easy, and rewarding.
• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

At arenaflex, we appreciate the role our associates play in helping the company grow, and in return, we offer an excellent benefits package to recognize the importance of their contributions. Some of the benefits we offer include:

• Medical, dental, and vision plans – start when you start!
• Life insurance (self, spouse, children)
• Paid time off (vacation, holiday, and personal/sick days)
• 401(k) - 100% company match on day 1 of employment (up to 5% of eligible compensation)
• Group Legal plan with Identity Theft Protection

Additional Perks

* Tuition reimbursement (up to $5,250 on 1st year)

• Annual community support to various organizations across the U.S.
• Associate recognition & awards programs
• Advancement opportunities
• Collaborative work environment

We're an Award-Winning Organization!

* 2021-2023 Forbes’ “America’s Best Midsized Employers”

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at arenaflex, we believe it is our individual and unique talents, backgrounds, and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.

Pre-hire Processes

arenaflex is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

How to Apply

If you're a strategic leader with a passion for customer intelligence, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about the role and submit your application. Apply for this job