As a Senior Manager Customer Experience Measurement at arenaflex, you will play a critical role in helping our organization achieve its goal of becoming the most consumer-centric health company. This role is focused on ensuring consistent and reliable measurement of the arenaflex member experience and delivering actionable insights to key stakeholders across all our businesses. If you are passionate about transforming the healthcare industry and have a knack for analyzing customer feedback, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading healthcare company that is committed to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is to bring our heart to every moment of your health, and we strive to create best-in-class experiences for customers, members, clients, and colleagues. We are on a journey to become the most consumer-centric health company, and we need talented individuals like you to help us achieve this goal.
**The Enterprise Customer Experience Team**
The Enterprise Customer Experience Team is responsible for measuring and driving action on consumer feedback and establishing a consumer-centric culture at arenaflex. This work is powered by innovative data-driven approaches that generate actionable insights to both solve customer pain points and surprise and delight our consumers. As a Senior Manager Customer Experience Measurement, you will be a key member of this team, working closely with cross-functional teams to ensure that we are delivering exceptional experiences for our members.
**Key Responsibilities**
As a Senior Manager Customer Experience Measurement, you will 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 implications, 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
* 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
**Education**
* Bachelors Degree or equivalent experience (4 Years)
**Compensation and Benefits**
* The typical pay range for this role is: $82,940.00 - $182,549.00
* This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls
* The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors
* This position is eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above
* This position also includes an award target in the company's equity award program
* In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities
* The Company offers a full range of medical, dental, and vision benefits
* Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees
* The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits
* CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners
* As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year
**Why Join arenaflex?**
* arenaflex is a leading healthcare company that is committed to delivering enhanced human-centric healthcare for a rapidly changing world
* We are on a journey to become the most consumer-centric health company, and we need talented individuals like you to help us achieve this goal
* Our purpose is to bring our heart to every moment of your health, and we strive to create best-in-class experiences for customers, members, clients, and colleagues
* We offer a full range of medical, dental, and vision benefits, as well as a 401(k) retirement savings plan and an Employee Stock Purchase Plan
* We also offer numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners
* Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful, and they make choices according to what is best for the team
**How to Apply**
If you are passionate about transforming the healthcare industry and have a knack for analyzing customer feedback, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!