**Senior Manager Customer Experience Measurement – arenaflex**
**Join arenaflex, a leading healthcare company, in its mission to revolutionize the customer experience and make healthcare more personal, convenient, and affordable. As a Senior Manager Customer Experience Measurement, you will play a critical role in shaping the future of healthcare by driving data-driven insights and actionable recommendations to enhance the customer experience.**
**About arenaflex**
arenaflex is a 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 our Heart At Work Behaviors support this purpose. We want everyone who works at arenaflex to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions.
**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.
**Job Summary**
The Senior Manager, Customer Experience (CX) Measurement – arenaflex reports to the Lead Director of Customer Experience (CX) Measurement – arenaflex and plays a critical role in helping arenaflex to achieve its goal of creating best-in-class experiences for customers, members, clients, and colleagues. 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.
**Key Responsibilities**
* Own Aetna member experience measurement programs, including but not limited to on-going relationship and transactional survey programs
* Ensure consistent and reliable measurement of Aetna member experience, including but not limited to:
+ Work with third-party survey platform partners and arenaflex IT and data engineering colleagues to ensure successful deployment of relationship and transactional survey programs
+ Maintain survey questionnaires, working with leaders and business partners to ensure surveys meet the needs of business and conform to best practices
+ Set, maintain and document survey weighting schemes and calculations for key performance metrics
* Provide on-going standard and ad hoc reporting to Aetna business partners on member experience including advanced analytics when applicable
* Maintain survey platform dashboards, including self-serve improvements and revisions to platform and surveys
* Provide 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
**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 vendors 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
* Our purpose is to bring our heart to every moment of your health, and our Heart At Work Behaviors support this purpose
* We want everyone who works at arenaflex to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions
* Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful
* They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area
**How to Apply**
If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
Apply Now
Apply Now
**About arenaflex**
arenaflex is a 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 our Heart At Work Behaviors support this purpose. We want everyone who works at arenaflex to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions.
**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.
**Job Summary**
The Senior Manager, Customer Experience (CX) Measurement – arenaflex reports to the Lead Director of Customer Experience (CX) Measurement – arenaflex and plays a critical role in helping arenaflex to achieve its goal of creating best-in-class experiences for customers, members, clients, and colleagues. 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.
**Key Responsibilities**
* Own Aetna member experience measurement programs, including but not limited to on-going relationship and transactional survey programs
* Ensure consistent and reliable measurement of Aetna member experience, including but not limited to:
+ Work with third-party survey platform partners and arenaflex IT and data engineering colleagues to ensure successful deployment of relationship and transactional survey programs
+ Maintain survey questionnaires, working with leaders and business partners to ensure surveys meet the needs of business and conform to best practices
+ Set, maintain and document survey weighting schemes and calculations for key performance metrics
* Provide on-going standard and ad hoc reporting to Aetna business partners on member experience including advanced analytics when applicable
* Maintain survey platform dashboards, including self-serve improvements and revisions to platform and surveys
* Provide 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
**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 vendors 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
* Our purpose is to bring our heart to every moment of your health, and our Heart At Work Behaviors support this purpose
* We want everyone who works at arenaflex to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions
* Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful
* They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area
**How to Apply**
If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
Apply Now
Apply Now