Experienced Customer Experience Advisor – Hybrid or Remote

Join arenaflex, a dynamic and innovative organization, as we seek an experienced Customer Experience Advisor to drive cross-organizational initiatives that enhance customer and employee experience, as well as business operations. As a key member of our team, you will play a vital role in developing and executing strategies that improve customer satisfaction, employee engagement, and overall business performance.

About arenaflex

arenaflex is a leading organization in the industry, dedicated to delivering exceptional customer experiences and driving business growth. Our team is passionate about innovation, collaboration, and continuous improvement. We believe in fostering a culture of inclusivity, diversity, and employee empowerment, where everyone has the opportunity to grow and thrive.

Responsibilities and Tasks

As a Customer Experience Advisor, you will be responsible for:

• Working closely with the Director and Senior Manager of Customer Experience to implement the CX roadmap, strategy, and communication plan.
• Collaborating with various departments to develop and execute omni-channel strategies that enhance customer engagement and satisfaction.
• Utilizing creative technology and alternative approaches to improve current state processes and methodologies.
• Designing and executing research components, including questionnaire writing, research execution, and report creation.
• Collecting customer experience data through quantitative and qualitative methods, including surveys and consumer studies.
• Analyzing data to identify trends and opportunities for improvement, and presenting findings to inform business decisions.
• Recommending process improvements based on data and analysis findings.
• Partnering with the Director of Marketing & Customer Experience and Senior Customer Experience Manager to develop and manage annual budgets, goals, and objectives.
• Managing special projects and serving on project teams as assigned.
• Training and developing staff, as necessary.
• Acting as a resource to Agency Relations and other departments.
• Maintaining confidentiality of information processed.
• Leading cross-departmental and/or cross-operating company initiatives involving multiple functions and complexity.
• Driving business decisions through effective communication, problem-solving, and analytical skills.
• Challenging the status quo and using critical thinking to devise solutions to business needs.

Essential Qualifications

* Bachelor's degree in marketing, business, psychology, statistics, or a related field.

• Combination of relevant education and experience may be considered in lieu of a degree.
• Continuous learning, as defined by arenaflex's learning philosophy, is required.
• Certification or progress toward certification is highly preferred and encouraged.

Desirable Experience

* Six to eight years of experience in a related field, with relevant insurance experience preferred.

• Considerable knowledge of the workers' compensation insurance industry and the independent agency system.
• Experience with market research and Voice of the Customer Feedback methodologies.
• Ability to analyze data using analytic engines such as R, Tableau, SPSS, Access, SAS, or other analytic engines.

Skills and Competencies

* Comprehensive professional and business knowledge with a growing area of specialization and/or expertise.

• Excellent verbal and written communication skills.
• Ability to interact with others to build consensus and get decisions implemented.
• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
• Knowledge of relevant elements of other disciplines (e.g., Claims, Corporate Operations).
• Ability to establish rapport and maintain effective working relationships with both internal and external customers.
• Ability and proficiency in the use of computers and company standard software, including advanced knowledge in PowerPoint, Word, Excel, Access, and other corporate databases.
• Ability to establish workflows, manage multiple projects, and meet necessary deadlines.
• Ability to comprehend the consequences of various problem situations and address them or refer them for the appropriate decision-making.

Work Environment and Culture

* Work is performed in an office setting with no unusual hazards.

• Frequent travel is required with some overnight stays.
• arenaflex is committed to fostering a culture of inclusivity, diversity, and employee empowerment, where everyone has the opportunity to grow and thrive.

Compensation and Benefits

* Actual compensation decision relies on the consideration of internal equity, candidate's skills and professional experience, geographic location, market, and other potential factors.

• A reasonable estimate for this role is between $80,900 and $135,400.

How to Apply

If you are a motivated and experienced professional looking to join a dynamic team, please submit your application, including your resume and a cover letter, to arenaflex. We look forward to hearing from you! Apply for this job