Experienced Manager, Enterprise Customer Experience - Competitive Intelligence & Insights
**Rewritten Job Description:**
Join arenaflex in Revolutionizing Healthcare with Customer-Centric Solutions
At arenaflex, we're dedicated 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 we're looking for talented professionals to join our team. As a Manager, Enterprise Customer Experience - Competitive Intelligence & Insights, you'll play a critical role in driving business growth by understanding the competitive landscape across the healthcare and retail industries.
About arenaflex
arenaflex is a leading healthcare company that's committed to making healthcare more personal, convenient, and affordable. Our Heart At Work Behaviors support our purpose and empower our employees to transform our culture and accelerate innovation. We're a company that puts our heart into caring for our colleagues and our communities, and we're looking for like-minded individuals to join our team.
Position Summary
The Manager, Enterprise Customer Experience - Competitive Intelligence & Insights will be the subject matter expert on competitive intelligence and will directly support decision making that drives business growth. This role will be responsible for helping drive arenaflex's commitment to become the most customer-focused healthcare company by understanding the competitive landscape across the healthcare and retail industries. Reporting directly to the Lead Director of Customer Experience, Enterprise Insight, the Manager will provide support in the execution of various Competitive CX studies for the Retail, PBM, and Health Insurance businesses.
Key Responsibilities:
- Identify and elevate customer feedback to drive actionable results through analysis of survey data and text analytics.
- Explain market headwinds and tailwinds on key themes impacting the industry and our business to executive-level audiences.
- Effectively and efficiently combine data from various databases and create clear reports that allow business partners to communicate the customer story.
- Assist with vendor/platform management by providing training and support as well as researching potential platform inconsistencies and opportunities for improvement.
- Manage customer insights data pulls, and support projects; this includes, but is not limited to cross tab creation, consistent reporting of CX KPIs across business units, and presentation building.
- Support Competitive CX Program, including (but not limited to): managing communication and scheduling meetings, account team training and support, data management, and assisting in vendor and stakeholder management.
Essential Qualifications:
To be successful in this role, you'll need:
- 5+ years of experience analyzing customer insights or related.
- 3+ years of experience using Excel data analysis.
- 3+ years of experience using PowerPoint/report building.
- 3+ years of experience of intermediate project/program management skills including project planning, resource planning, and scenario planning.
- 1+ years of experience of intermediate data analysis skills and/or basic knowledge of statistics.
- Ability to travel up to 5%.
Preferred Qualifications:
We're looking for candidates with:
- Experience managing CX vendors: Medallia/CSpace/Forrester, etc.
- Research and analysis background, with strong analytical and creative problem-solving skills including familiarity with a range of intelligence tools and data interpretation techniques.
- Intermediate verbal and written communication skills including e-mail, communication, and leadership in meetings, and PowerPoint presentations.
- Able to build strong cross-functional relationships with stakeholders.
- Passion for customer insights, data analytics, and storytelling with data.
- Follow-up and attention to detail including disciplined follow-up to e-mails from stakeholders and key vendor partners.
- Basic data management skills including basic data governance (field descriptions and types, understanding of source, summary statistics) and basic quality assurance processes.
Education:
Bachelor's Degree or equivalent (HS Diploma + 4 years of relevant experience) required.
Anticipated Weekly Hours:
40 hours per week.
Time Type:
Full-time.
Pay Range:
The typical pay range for this role is $60,300.00 - $145,860.00. 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.
Benefits:
arenaflex 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. arenaflex 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.
Career Growth Opportunities:
At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including free development courses and education assistance. Our employees also have access to mentorship opportunities and career coaching to help them achieve their career goals.
Work Environment & Company Culture:
arenaflex is a company that puts its heart into caring for its colleagues and its communities. We're a diverse and inclusive workplace that values collaboration, innovation, and customer-centricity. Our employees enjoy a range of benefits, including flexible work arrangements, employee recognition programs, and community service opportunities.
How to Apply:
If you're passionate about customer-centric solutions and want to join a company that's making a difference in healthcare, apply now! The application window for this opening will close on 03/28/2025. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.