Experienced Lead Customer Experience Researcher – Driving Business Growth through Data-Driven Insights

At arenaflex, we're on a mission to revolutionize the way we understand and deliver exceptional customer experiences. As a Lead Customer Experience Researcher, you'll play a pivotal role in shaping our research strategy and driving business growth through data-driven insights. This 6-month contract-to-permanent position offers a unique opportunity to join our team and make a lasting impact.

About arenaflex

arenaflex is a forward-thinking organization that's passionate about harnessing the power of customer experience research to drive business success. With a strong focus on innovation and collaboration, we're committed to creating a workplace culture that's inclusive, dynamic, and empowering. As a remote team, we're dedicated to fostering a sense of community and connection among our colleagues, regardless of their physical location.

Job Summary

We're seeking an experienced Lead Customer Experience Researcher to join our team and lead the development of research strategies that drive business growth and improvement. As a key member of our research team, you'll be responsible for designing and executing primary research studies, analyzing data, and presenting actionable insights to senior business executives. If you're a seasoned researcher with a passion for customer experience and a talent for storytelling, we want to hear from you.

Responsibilities

As a Lead Customer Experience Researcher, your day-to-day responsibilities will include:

• Understanding member and provider experiences to provide leadership teams with actionable insights for improving them
• Advising on research strategies to answer business questions and produce actionable insights, along with facilitating primary research (qualitative and quantitative) with various types of customers
• Producing deliverables that are easy to consume and presenting actionable insights to senior business executives
• Collaborating with cross-functional teams to design and execute research studies that meet business objectives
• Developing and maintaining research repositories to ensure data quality and integrity
• Staying up-to-date with industry trends and best practices in customer experience research

Performance Expectations and Metrics

As a Lead Customer Experience Researcher, you'll be expected to:

• Deliver high-quality research studies that meet business objectives and provide actionable insights
• Present research findings to senior business executives in a clear and compelling manner
• Develop and maintain a research repository that ensures data quality and integrity
• Collaborate with cross-functional teams to design and execute research studies
• Stay up-to-date with industry trends and best practices in customer experience research

Previous Job Titles or Background Work

If you have experience in the following roles or backgrounds, we encourage you to apply:

• Insights Researcher
• CX Researcher
• VOC Researcher

Internal and External Groups with which the Candidate will Interface

As a Lead Customer Experience Researcher, you'll interface with various internal and external groups, including:

• Cross-functional teams (e.g., product, marketing, sales)
• Senior business executives
• Research teams
• External vendors and partners

Required Skills and Experience

To be successful in this role, you'll need:

• Primary/Generative and Secondary/Evaluative research experience
• Qualitative and quantitative research experience
• Facilitation of Focus Groups and Diary Studies
• Experience with Qualtrics/Clarabridge and SPSS
• Healthcare Insurance or Insurance
• Research Repository experience

Preferred Skills and Experience

While not required, the following skills and experience are highly desirable:

• Facilitate Primary Research (quantitative and qualitative) from beginning to end
• Create and manage intercepts for transactional surveys/feedback tabs
• Deliver and present reports producing actionable insights
• Creating service recovery / inner loop processes for surveys
• Design, build, and launch surveys/dashboards (Qualtrics Engage)
• Understanding of Discover text analysis connectors, taxonomies, and dashboards

Portfolio and Resume

We require a portfolio that showcases your research experience and a resume that highlights your skills and qualifications. Please submit both as part of your application.

Compensation and Benefits

As a Lead Customer Experience Researcher, you'll be compensated at a rate of $55/hour (W2). arenaflex offers a comprehensive benefits package, including health insurance, retirement plans, and paid time off.

How to Apply

If you're a motivated and experienced researcher looking for a new challenge, we encourage you to apply. Please submit your portfolio, resume, and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now! Apply for this job