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