Experienced Customer Experience Quantitative Researcher – Enhancing Customer Journeys at arenaflex

At arenaflex, we're on a mission to revolutionize the way we approach education, making it more accessible, engaging, and effective for every student, regardless of their background or zip code. As the largest and fastest-growing network of public charter schools in New York City, we're committed to creating a community that values diversity, inclusivity, and excellence. We're now seeking an experienced Customer Experience Quantitative Researcher to join our team and help us uncover insights that drive tangible improvements in customer experience.

About arenaflex

arenaflex is a dynamic and innovative organization that's redefining the education landscape. With 57 schools across New York City, we're dedicated to providing a fun, rigorous, and whole-child education to every student who walks through our doors. Our team is passionate about creating a culture of excellence, where every child has access to the resources, support, and opportunities they need to thrive. We're proud to be a part of a community that values collaboration, creativity, and continuous improvement.

Job Summary

The CX Quantitative Researcher will play a critical role in enhancing the customer journey for families at arenaflex. Reporting to the Leader of Data Science, you'll partner with the Customer Experience team to better understand customer behaviors, preferences, and needs, with a focus on survey design and quantitative analysis. As a highly analytical and detail-oriented individual, you'll lead the design, implementation, and analysis of large-scale surveys and customer segmentation studies, using advanced statistical methods to measure customer satisfaction, engagement, and sentiment.

Key Responsibilities

* Lead the design, implementation, and analysis of large-scale surveys and customer segmentation studies: Use advanced statistical methods to measure customer satisfaction, engagement, and sentiment, and derive actionable insights that drive tangible improvements in customer experience.

• Track key performance indicators (KPIs) for customer experience across different touchpoints: Monitor and analyze data from various sources, including surveys, CRM systems, and operational data, to identify trends and areas for improvement.
• Gather and analyze data from various sources: Use tools like Python, SQL, and other statistical software to process and analyze complex data sets, and develop hypotheses, design experiments, and analyze results to inform strategic decisions.
• Present research findings and data-driven recommendations to non-technical stakeholders: Use data to tell compelling stories from a customer perspective, and communicate research findings and recommendations to stakeholders across the organization.
• Approach problems creatively and develop innovative solutions: Collaborate with the Customer Experience team to design and implement experiments, and analyze results to inform strategic decisions.

Qualifications

* Degree in a relevant field: Data Science, Market Research, Statistics, Business, Sociology, or Psychology (graduate degree preferred)

• At least 3 years of experience: Working within a corporation or consumer-focused environment in a quantitative research or data science capacity
• Proficient data wrangler: Strong technical skills in SQL, and preferably also proficient in a fast prototyping language (either Python or R)
• Deep understanding of quantitative research methodologies: Including survey design, experimental design (A/B testing), regression analysis, and customer segmentation
• Understanding of human-centered design methodologies: Including design thinking, service design, and/or user experience design
• Ability to lead projects and communicate effectively: Across the organization, and with stakeholders at all levels
• Strong presentation and data visualization skills: To communicate data analysis in compelling ways to varying audiences

What We Offer

* Competitive compensation: Annual salary range of $90,000.00 - $130,000.00, based on skills and experience

• Opportunities for professional growth: arenaflex is committed to investing in the development of our team members, and offers a range of training and development opportunities
• Diverse and inclusive work environment: We value diversity and inclusivity, and are committed to creating a workplace that reflects the communities we serve
• Full benefits program: arenaflex offers a comprehensive benefits program, including health, dental, and vision insurance, as well as a 401(k) plan
• Equal opportunity employer: We are an equal opportunity employer, and welcome applications from people of all backgrounds

How to Apply

If you're passionate about customer experience and data-driven decision making, and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you! Apply Now! Apply for this job