**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.

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