**Experienced Director of Customer Experience Measurement – Driving Consumer-Centric Insights at arenaflex**

At arenaflex, we're on a mission to revolutionize the healthcare industry by delivering exceptional customer experiences that make a meaningful difference in people's lives. As a leader in the industry, we're committed to putting our heart into every moment of our customers' health, and we're seeking a talented Director of Customer Experience Measurement to join our team. As a key member of our Customer Success and Growth Organization, you'll play a critical role in shaping the future of healthcare by driving consumer-centric insights and experiences that exceed our customers' expectations. If you're passionate about using data-driven approaches to inform business decisions and drive growth, we want to hear from you. **About arenaflex** arenaflex is a leading healthcare company that's dedicated to delivering enhanced human-centric healthcare for a rapidly changing world. Our brand is built on a foundation of heart, and we're committed to creating a culture that's supportive, collaborative, and agile. We believe that every moment of our customers' health is an opportunity to make a difference, and we're passionate about using our expertise to create heartfelt, personalized moments that simplify enterprise experiences. **The Role** As the Director of Customer Experience Measurement, you'll be responsible for leading our CX measurement programs for Aetna, including feedback from consumer surveys and synthesizing with other sources, such as social media, call transcripts, digital sessions, and operational data. You'll also be responsible for owning our customer experience platform (Medallia) for the Aetna business, including leadership of the team leading survey design, insights creation, dashboard design, and data management. Your key responsibilities will include: * Ensuring consistent and reliable measurement of customer experience for the Health Care Business unit * Managing the CX measurement programs for Aetna, including feedback from consumer surveys and synthesizing with other sources * Ownership of our customer experience platform (Medallia) for the Aetna business, including leadership of the team leading survey design, insights creation, dashboard design, and data management * Conceiving and executing enhancements to the existing customer experience roadmap, including applicable technology, analytic methods, and data sources needed to provide a 360-degree view of the customer experience * Building relationships and effectively influencing senior leadership within partner organizations to ensure that we are systemically acting on consumer feedback * Leading and developing a team of customer insights experience professionals **Requirements** To be successful in this role, you'll need: * 10 years of overall work experience * 7+ 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 * 5+ years of experience with Medallia, Qualtrics, Sprinklr, and other customer experience measurement platforms * 7+ years of Microsoft Office Suite, especially PowerPoint and Excel, and document management skills * 3+ years of prior experience managing individual contributors * Ability to analyze structured and unstructured data using multiple tools and 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 * Experience in the Healthcare Insurance Industry, programming experience (R, Python, SAS, SPSS, etc.), and familiarity handling large datasets is a plus but is not required * Experience managing vendors relationships and implementing new platforms * Demonstrated ability to thrive in highly complex environments **Preferred Qualifications** * Master's degree or equivalent (HS Diploma and 4 years of experience) required * Experience in the Healthcare Insurance Industry * Programming experience (R, Python, SAS, SPSS, etc.) * Familiarity handling large datasets * Experience managing vendors relationships and implementing new platforms **What We Offer** As a Director of Customer Experience Measurement at arenaflex, you'll enjoy a competitive salary range of $100,000.00 - $231,540.00, depending on your experience and qualifications. You'll also be eligible for a CVS Health bonus, commission, or short-term incentive program, as well as an award target in the company's equity award program. In addition to your compensation, you'll enjoy a range of benefits, including: * A fully-paid term life insurance plan * Short-term and long-term disability benefits * Paid Time Off (PTO) or vacation pay * Paid holidays throughout the calendar year * Number of paid holidays, sick time, and other time off are provided consistent with relevant state law and company policies * A CVS store discount * Discount programs with participating partners * A fully-paid term life insurance plan * Short-term and long-term disability benefits * Paid Time Off (PTO) or vacation pay * Paid holidays throughout the calendar year * Number of paid holidays, sick time, and other time off are provided consistent with relevant state law and company policies * A CVS store discount * Discount programs with participating partners **Why Join arenaflex?** At arenaflex, we're passionate about creating a culture that's supportive, collaborative, and agile. We believe that every moment of our customers' health is an opportunity to make a difference, and we're committed to using our expertise to create heartfelt, personalized moments that simplify enterprise experiences. If you're passionate about using data-driven approaches to inform business decisions and drive growth, we want to hear from you. Apply now to join our team and be a part of shaping the future of healthcare. **Apply Now** Apply Job! Apply for this job