Experienced Senior Analyst, Customer Experience (CX) – Data-Driven Insights for Exceptional Customer Outcomes

At arenaflex, we're dedicated to delivering exceptional customer experiences that drive business success. As a Senior Analyst, Customer Experience (CX), you'll play a critical role in crafting and delivering data-driven insights that fuel our CX initiatives and help us build a world-class experience for our customers and clients. If you're passionate about data and analytics, have a knack for creative problem-solving, and are driven to make a meaningful impact, we want to hear from you.

About arenaflex

arenaflex is a global tech solutions industry leader that creates innovative products and services to help nearly 300 million customers worldwide. Our company culture is built on the Asurion Way, which emphasizes the importance of collaboration, humility, and diverse perspectives. We believe that our success depends on working together as one team, and we're committed to creating a work environment where employees are valued, regardless of their level or position.

Key Responsibilities

As a Senior Analyst, Customer Experience (CX), you'll be responsible for:

• Connecting and generating analysis from customer and operational data sources, including survey outcomes, third-party reviews, journey touchpoint metrics, operational KPIs, and more
• Creating Business Intelligence (BI) solutions to provide self-service access for CX and stakeholders to monitor key business outcomes
• Telling compelling stories by packaging data for CX and other stakeholders, succinctly articulating concepts and ideas using appropriate visualizations
• Querying and connecting operational and experience data sources from across the organization to create a holistic view of the customer
• Demonstrating curiosity and innovation for answering business questions by leveraging all tools in the toolbox
• Investigating and determining root causes of customer experience pain points using customer and operational data and problem-solving with CX and/or Marketing teams to identify solutions
• Acting as a CX and operational data SME to enable access to data elements that illustrate opportunities to solve business problems
• Building partnerships within the CX Team, Marketing, and Analytics to understand priorities and produce relevant outputs
• Thriving while working on grey space projects within fast-moving organizations
• Managing multiple projects while quickly identifying the most critical, highest value effort and prioritizing accordingly

What You'll Bring to the Team

* Critical thinking skills with intellectual and analytical rigor, strong problem-solving skills, and a customer-centric approach

• Ability to manipulate and join large sets of data with various levels of aggregation
• Team-oriented, collaborative, and passionate customer advocate who articulates their opinion while maintaining flexibility to incorporate others' perspectives
• Proficiency in relating customer experience improvements to improved business/economic outcomes
• Excellent written, verbal, and visual communication skills
• Natural curiosity with a passion for being solution-oriented
• Bachelor's Degree required
• Experience in data analysis, Business Intelligence, data modeling, data architecture, or related fields
• Knowledge of Microsoft Office Applications (Excel, PowerPoint, PowerBI, Word) at the advanced level preferred
• Required experience/knowledge with BI tools, including SQL, PowerBI, or similar used to construct visualizations and perform data analysis
• Certification(s) in Business Intelligence, data modeling, or data visualization is a plus

Work Environment and Company Culture

At arenaflex, we're committed to creating a work environment that's inclusive, diverse, and supportive. We believe that our success depends on collaborating, staying humble, and embracing diverse viewpoints. Our company culture is built on the Asurion Way, which emphasizes the importance of:

• Customer First: Providing excellent service through empathetic, helpful, and simple interactions
• One Team: Collaborating, staying humble, and embracing diverse viewpoints
• Divine Discontent: Rolling up our sleeves and doing more to deliver the best products and services
• Act with Integrity: Taking ownership and pride in the work we do, building trust-based relationships, and doing what's right-even when no one is looking

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of learning benefits, including:

• Opportunities for professional development and growth
• Access to training and development programs
• Mentorship and coaching
• Collaborative and supportive work environment

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Salary
• Bonus structure
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Flexible work arrangements

How to Apply

If you're passionate about data and analytics, have a knack for creative problem-solving, and are driven to make a meaningful impact, we want to hear from you. Apply now to join our team as a Senior Analyst, Customer Experience (CX). Apply to this job Apply for this job