Senior Manager-Customer Insights and Digital Analytics at arenaflex
Join the arenaflex Team and Unlock Your Potential
At arenaflex, we're committed to empowering our customers, colleagues, and communities to progress in incredible ways. As a Senior Manager-Customer Insights and Digital Analytics, you'll play a critical role in shaping the future of our Digital Customer Experience (DCX) team. With a unique blend of analytical, strategic, relationship, and presentation skills, you'll drive business growth, improve customer journeys, and lead a team of talented professionals.
About arenaflex
arenaflex is a global and diverse community of colleagues with an unwavering commitment to backing our customers, communities, and each other. We're a company that values integrity, innovation, and collaboration. Our mission is to provide the world's best customer experience every day, and we're dedicated to making a positive impact on the lives of our customers and colleagues.
The Global Digital Customer Experience (DCX) Organization
The DCX organization is a strategic focus area for growth within Travel and Lifestyle Services at arenaflex. We're investing heavily in transforming and optimizing our digital proposition and capabilities to drive direct revenue, cost savings, and overall Card product engagement, loyalty, and satisfaction. American Express Travel Online is a key proposition of our Card product sets, and we're committed to delivering exceptional customer experiences through our digital channels.
The Role
As a Senior Manager-Customer Insights and Digital Analytics, you'll play a critical role in shaping the continued strategy for the Digital Customer Experience team. You'll analyze customer engagement and measure performance through Digital Analytics tools such as Adobe Analytics, reporting on Customer Insights drawn from extensive UX Research, Competitive Analysis, and Customer Satisfaction survey analysis. You'll lead two full-time direct reports, one focused on Digital Analytics and the other on gathering Customer Insights through internal/external qualitative and quantitative research.
Responsibilities
* Drive improvements in the customer journey by gathering and analyzing customer feedback and website/marketing metrics, and share key learnings with the Product, Technology, Marketing, and Partnerships teams as well as Senior Leadership.
- Manage and optimize the use of onsite analytics tools (primarily Adobe Analytics).
- Define and direct the website's test and learn strategy, with a focus on A/B testing, to evaluate the performance of new features and functionality on the website.
- Play an ongoing role as the point-person for ad hoc business analysis, including evaluating continuous enhancements, measuring the impact of marketing campaigns, interpreting customer sentiment, etc.
- Create impactful reports, dashboards, and decks, and confidently communicate/present to audiences at all levels of the business.
Required Qualifications/Qualities
* A well-developed analytical skill set and excellent problem-solving skills, with proficiency in Excel.
- Experience with Adobe Analytics strongly preferred.
- Ability to manage and prioritize multiple activities, workloads, and objectives.
- Ability to develop and maintain collaborative relationships with product, marketing, and technology partners.
- Proven track record of driving results in a fast-paced, multi-dimensional environment.
- Effective interpersonal, communication, and presentation skills.
Salary and Benefits
The salary range for this position is $90,000.00 to $165,000.00 annually, plus bonus and benefits. arenaflex offers a comprehensive benefits package, including:
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption, or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
Work Environment and Culture
arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. We believe in the importance of work-life balance and offer flexible working arrangements to support our colleagues' needs. Our company culture is built on a foundation of integrity, innovation, and collaboration, and we're dedicated to making a positive impact on the lives of our customers and colleagues.
How to Apply
If you're a motivated and experienced professional with a passion for customer insights and digital analytics, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
Equal Opportunity Employer
arenaflex is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
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Employment Eligibility
Employment eligibility to work with arenaflex in the U.S. is required as the company will not pursue visa sponsorship for these positions. Apply for this job