At arenaflex, we're on a mission to revolutionize the way we deliver healthcare services, putting our heart at the center of everything we do. As a Senior Manager of Customer Experience Measurement, you'll play a critical role in helping us achieve this goal by ensuring consistent and reliable measurement of the Aetna member experience and delivering actionable insights to key stakeholders across all our businesses.
**About arenaflex**
arenaflex is a leading healthcare company that's dedicated to making a positive impact on people's lives. With a strong commitment to innovation, customer-centricity, and community involvement, we're shaping the future of healthcare. Our purpose is to bring our heart to every moment of your health, and we're passionate about delivering enhanced human-centric healthcare for a rapidly changing world.
**The Enterprise Customer Experience Team**
Our Enterprise Customer Experience Team is responsible for measuring and driving action on consumer feedback and establishing a consumer-centric culture at arenaflex. We're a community of Customer Experience professionals who are passionate about the future of healthcare and the voice of the customer. We're committed to delivering best-in-class experiences for customers, members, clients, and colleagues, and we're looking for talented individuals like you to join our team.
**Key Responsibilities**
As a Senior Manager of Customer Experience Measurement, you'll be responsible for:
* Owning Aetna member experience measurement programs, including but not limited to on-going relationship and transactional survey programs
* Ensuring consistent and reliable measurement of Aetna member experience, including but not limited to:
+ Working with third-party survey platform partners and arenaflex IT and data engineering colleagues to ensure successful deployment of relationship and transactional survey programs
+ Maintaining survey questionnaires, working with leaders and business partners to ensure surveys meet the needs of business and conform to best practices
+ Setting, maintaining, and documenting survey weighting schemes and calculations for key performance metrics
* Providing on-going standard and ad hoc reporting to Aetna business partners on member experience, including advanced analytics when applicable
* Maintaining survey platform dashboards, including self-serve improvements and revisions to platform and surveys
* Providing strategic recommendations on continued evolution of CX Measurement programs, including revisions to survey, analysis of feedback, and new forms of measurement
**Required Qualifications**
* 7-10 years of experience in measuring and analyzing customer feedback, generating insights, and using the resulting insight to drive change/influence the customer experience
* 1 year of experience owning and running customer experience survey programs
* 1 year of experience with Medallia, Qualtrics, and other customer experience measurement platforms
* Experience in the Healthcare Insurance Industry
* Ability to analyze structured and unstructured data using multiple tools and communicate those results to a diverse audience, including senior leaders
* Proven ability to perform and interpret statistical analysis to tell data-driven stories that can lead to actionable insights
* Proven ability to build relationships across large and complex organizations and to communicate effectively and influence senior leadership
* Strong Microsoft Office Suite, especially PowerPoint and Excel, and document management skills
* Programming experience (R, Python, SAS, SPSS, etc.) and familiarity handling large datasets is a plus but is not required
* Experience managing vendor relationships and implementing new platforms
* Demonstrated ability to thrive in highly complex environments
**Preferred Qualifications**
* Experience in the Healthcare Insurance Industry
* Ability to analyze structured and unstructured data using multiple tools and communicate those results to a diverse audience, including senior leaders
* Proven ability to perform and interpret statistical analysis to tell data-driven stories that can lead to actionable insights
* Proven ability to build relationships across large and complex organizations and to communicate effectively and influence senior leadership
* Strong Microsoft Office Suite, especially PowerPoint and Excel, and document management skills
* Programming experience (R, Python, SAS, SPSS, etc.) and familiarity handling large datasets is a plus but is not required
* Experience managing vendor relationships and implementing new platforms
* Demonstrated ability to thrive in highly complex environments
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Senior Manager of Customer Experience Measurement, you'll have access to a range of learning and development opportunities, including:
* Regular training and development programs to help you stay up-to-date with the latest trends and best practices in customer experience measurement
* Opportunities to work with a talented team of Customer Experience professionals who are passionate about the future of healthcare and the voice of the customer
* A culture that encourages collaboration, innovation, and continuous learning
* A comprehensive benefits package that includes medical, dental, and vision benefits, as well as a 401(k) retirement savings plan and an Employee Stock Purchase Plan
**Work Environment and Company Culture**
arenaflex is a dynamic and fast-paced work environment that's committed to making a positive impact on people's lives. Our company culture is built on a set of core values that include:
* Heart: We put our heart into everything we do, and we're passionate about delivering enhanced human-centric healthcare for a rapidly changing world.
* Customer-centricity: We're committed to delivering best-in-class experiences for customers, members, clients, and colleagues.
* Innovation: We're always looking for new and better ways to do things, and we're passionate about innovation and continuous learning.
* Community involvement: We're committed to making a positive impact on our communities, and we're passionate about giving back.
**Compensation, Perks, and Benefits**
arenaflex offers a comprehensive benefits package that includes:
* Medical, dental, and vision benefits
* A 401(k) retirement savings plan
* An Employee Stock Purchase Plan
* Paid Time Off (PTO) or vacation pay
* Paid holidays throughout the calendar year
* A fully-paid term life insurance plan
* Short-term and long-term disability benefits
* Numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners
**Conclusion**
If you're passionate about delivering enhanced human-centric healthcare for a rapidly changing world, and you're committed to making a positive impact on people's lives, we want to hear from you. As a Senior Manager of Customer Experience Measurement at arenaflex, you'll have the opportunity to work with a talented team of Customer Experience professionals who are passionate about the future of healthcare and the voice of the customer. Apply now to join our team and help us shape the future of healthcare!
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