Experienced Full Stack Associate Director, Voice of the Customer – Web & Cloud Application Development

Are you a seasoned professional with a passion for understanding customer needs and driving business growth through data-driven insights? Do you have a strong background in consumer research, net promoter score (NPS), and customer analytics? If so, we invite you to join arenaflex as an Associate Director, Voice of the Customer, where you will play a critical role in developing customer insights and managing customer strategy execution across the Individual & Family (IFP) customer and member journey.

About arenaflex

arenaflex is a leading healthcare company that is simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the healthcare system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Job Summary

As an Associate Director, Voice of the Customer, you will be responsible for developing customer insights and managing customer strategy execution across the IFP customer and member journey. You will serve as the IFP thought leader and expert on the IFP Customer and Customer needs across the customer journey and operational areas. You will work with IFP leadership to determine and communicate actionable customer strategies and participate in translating into Experience principles, guidelines, and frameworks that address touchpoints across the IFP customer/member journey.

Key Responsibilities

* Serve as the IFP thought leader and expert on the IFP Customer and Customer needs across the customer journey and operational areas

• Work with IFP leadership to determine and communicate actionable customer strategies and participate in translating into Experience principles, guidelines, and frameworks that address touchpoints across the IFP customer/member journey
• Leverage internal and external resources to understand, document, and internalize knowledge throughout IFP market, related consumer segments, competitive benchmark, customer pain points/needs, and jobs to be done in the addressable exchange market
• Determine and communicate an exchange customer strategy that will drive the most defensible, profitable, and scalable ROI for the IFP business
• In partnership with our VP of Marketing, define market research/learning plan, refresh customer insights on a regular basis, and evolve and operationalize customer strategies accordingly
• Develop a deep understanding of how the member's experience drives business KPIs such as retention, member lifetime value, and loyalty
• Grow and manage the IFP's Voice of the Customer (VOC) program, including developing a VOC Dashboard (Power BI or SharePoint) that includes key NPS metrics and trends, customer pain points, and NPS trends
• Oversee proper and consistent Customer feedback measurement methodologies across the Customer and Member experiences
• Lead peers and executives to understand the IFP customer and better the Customer/Member experience
• Manage performance of internal and external partners to provide world-class results within agreed-on timelines and budgets
• Lead, mentor, and grow IFP's Voice of the Consumer team

Essential Qualifications

* Bachelor's degree or 5+ years of experience managing customer listening posts, such as NPS programs, transactional survey programs, or event-based survey

• 5+ years of experience managing customer listening posts, such as NPS programs, transactional survey programs, or event-based survey
• 3+ years of experience in a Voice of the Customer Program Manager role or similar role
• Hands-on experience with Business Intelligence suites such as QuickSight, Qlikview, Tableau, Power BI is ideal, SQL experience
• Experience with web analytics software such as Adobe Experience Cloud or Google Analytics
• Experience managing performance of external agencies, consulting firms, and contractors
• Understanding of CRM/Martech dataset technologies and leveraging third-party consumer data enhancements is ideal
• Proven skilled in identifying issues related to statistical analysis, recommending options, and implementing solutions
• Demonstrated progressive career and leadership accomplishments
• Proven exceptional conceptualization skills, able to take abstract ideas and materialize them into strategies and execution plans
• Proven excellent problem-solving, planning, and decision-making skills. Accurately scopes out projects, sets objectives and goals, develops schedules and resource assignments, measures performance against goals, and evaluates results
• Proven solid communicator; capable of effectively presenting ideas and selling concepts and tactics at an executive level; ability to conceptualize and effectuate change management and "out-of-the-box" thinking
• Proven cross-functional influence and well-developed relationship building skills, willing to take a leadership role driving initiatives, working across organizations, and structuring approaches to new opportunities

Preferred Qualification

* Master's degree

Compensation and Benefits

arenaflex offers a competitive salary range of $101,200 to $184,000, depending on location and experience. In addition to your salary, you will receive a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. You will also have access to our employee assistance program, which provides confidential counseling services and support for employees and their families.

Work Environment and Culture

arenaflex is a remote-friendly company, and this role will be based in a remote setting. You will have the flexibility to work from anywhere within the U.S. and will be required to adhere to arenaflex's Telecommuter Policy. Our company culture values diversity, equity, and inclusion, and we are committed to creating a workplace that is welcoming and inclusive for all employees.

How to Apply

If you are a motivated and experienced professional who is passionate about understanding customer needs and driving business growth through data-driven insights, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. Apply for this job