Experienced Lead Customer Experience Researcher – Driving Business Growth through Data-Driven Insights at arenaflex
Job Summary:
Join arenaflex, a forward-thinking organization dedicated to revolutionizing the customer experience landscape, as we seek an exceptional Lead Customer Experience Researcher to spearhead our research initiatives. This 6-month contract-to-permanent position offers a unique opportunity to work remotely from anywhere in the US, with a competitive hourly rate of $55. As a key member of our team, you will be responsible for designing and executing research strategies that drive actionable insights, informing business decisions, and ultimately, driving growth.
About arenaflex:
arenaflex is a trailblazing company that has established itself as a leader in the customer experience industry. Our commitment to innovation, customer-centricity, and data-driven decision-making has enabled us to deliver exceptional results for our clients. As a Lead Customer Experience Researcher, you will be part of a dynamic team that is passionate about harnessing the power of research to drive business growth.
Key Responsibilities:
As a Lead Customer Experience Researcher, you will be responsible for:
Understanding Member and Provider Experiences:
Collaborate with leadership teams to develop actionable insights that improve customer experiences, driving business growth and loyalty.
Research Strategy Development:
Advise on research strategies to answer business questions, producing actionable insights that inform decision-making.
Primary Research Facilitation:
Facilitate primary research (qualitative and quantitative) with various types of customers, from scoping and methodology selection to fielding and analysis.
Deliverables and Presentations:
Produce easy-to-consume deliverables and present actionable insights to senior business executives, ensuring that research findings are effectively communicated.
Survey Design and Management:
Design, build, and launch surveys/dashboards using Qualtrics Engage, as well as create and manage intercepts for transactional surveys/feedback tabs.
Service Recovery and Inner Loop Processes:
Develop and implement service recovery processes for surveys, ensuring that customer feedback is addressed promptly and effectively.
Text Analysis and Dashboards:
Understand and utilize Discover text analysis connectors, taxonomies, and dashboards to extract insights from customer feedback.
Performance Expectations and Metrics:
As a Lead Customer Experience Researcher, you will be expected to:
- Produce high-quality deliverables that meet the needs of senior business executives.
- Present actionable insights to leadership teams, ensuring that research findings are effectively communicated.
- Collaborate with internal and external stakeholders to develop research strategies that drive business growth.
- Meet performance metrics, including the timely delivery of research findings and the quality of insights provided.
Previous Job Titles and Background Work:
Ideal candidates will have experience in the following roles:
- Insights Researcher
- CX Researcher
- VOC Researcher
Internal and External Groups with which the Candidate will Interface:
As a Lead Customer Experience Researcher, you will interface with various internal and external groups, including:
- Leadership teams
- Research teams
- Customer experience teams
- External vendors and partners
Required Skills and Experience:
To be successful in this role, you will need:
Primary/Generative and Secondary/Evaluative Research:
Experience in both primary and secondary research, including qualitative and quantitative methods.
Qualtrics/Clarabridge:
Proficiency in using Qualtrics and Clarabridge for research and analytics.
SPSS:
Experience with SPSS for data analysis.
Healthcare Insurance or Insurance:
Familiarity with healthcare insurance or insurance industry.
Research Repository:
Experience with research repository management.
Portfolio and Resume:
A portfolio showcasing your research experience and a resume highlighting your qualifications.
Preferred Skills and Experience:
While not required, the following skills and experience are preferred:
Facilitate Primary Research:
Experience in facilitating primary research from beginning to end, including scoping, methodology selection, fielding, and analysis.
Create and Manage Intercepts:
Ability to create and manage intercepts for transactional surveys/feedback tabs.
Deliver and Present Reports:
Experience in delivering and presenting reports that produce actionable insights.
Service Recovery and Inner Loop Processes:
Familiarity with service recovery processes and inner loop processes for surveys.
Understanding of Discover Text Analysis Connectors:
Understanding of Discover text analysis connectors, taxonomies, and dashboards.
Career Growth Opportunities and Learning Benefits:
As a Lead Customer Experience Researcher at arenaflex, you will have opportunities to:
- Develop your research skills and expertise in a dynamic and innovative environment.
- Collaborate with a talented team of researchers and analysts.
- Contribute to the development of research strategies that drive business growth.
- Participate in professional development opportunities, including training and conference attendance.
Work Environment and Company Culture:
arenaflex offers a remote work environment, allowing you to work from anywhere in the US. Our company culture values innovation, customer-centricity, and data-driven decision-making. We are committed to creating a diverse and inclusive work environment that fosters collaboration, creativity, and growth.
Compensation, Perks, and Benefits:
arenaflex offers a competitive hourly rate of $55, as well as a range of benefits and perks, including:
- Health insurance
- Retirement plan
- Paid time off
- Professional development opportunities
- Flexible work arrangements
How to Apply:
If you are a motivated and experienced researcher looking to drive business growth through data-driven insights, we encourage you to apply for this exciting opportunity. Please submit your portfolio and resume, along with a cover letter outlining your qualifications and experience. Apply for this job