Senior Customer Experience Data Architect – Voice of Customer (VOC) Big Data Engineering & Live Chat Operations (Remote, Cabo Verde)

About arenaflex

At arenaflex, we believe that every interaction matters. Our organization has built a global reputation for delivering world-class customer experiences, and our success is rooted in the dedication, innovation, and integrity of our people. We are committed to fostering an inclusive, supportive, and high-performing work environment where every colleague is seen, heard, and empowered to thrive. When you join arenaflex, you become part of a dynamic team that is shaping the future of customer engagement across consumer, business, and merchant services.

Our Customer Listening Team, operating within the Global Services Group (GSG), Global Account-Based Marketing (GABM), and Global Customer Support (GCS) businesses, manages the end-to-end Voice of the Customer (VOC) strategy. With more than 5 million client surveys received each year, translated into over 10 languages and deployed in more than 20 countries, our VOC program is one of the most comprehensive in the industry. As we continue to evolve, we are seeking a talented and forward-thinking Senior Customer Experience Data Architect to join our remote team based in Cabo Verde.

Position Overview

We are hiring a Senior Customer Experience Data Architect who will play a pivotal role in transforming and innovating the end-to-end Voice of the Customer methodology. This is a remote, full-time opportunity offering a competitive hourly rate of $35/hour, with flexible working arrangements that allow you to work from the comfort of your home in Cabo Verde while collaborating with global teams. The position also includes live chat responsibilities, enabling real-time support and engagement with stakeholders across multiple regions and time zones.

In this role, you will help design, develop, and maintain the next-generation VOC platform, sourced from our Cornerstone infrastructure and integrated with Qualtrics, our survey vendor. You will work closely with product owners, process owners, subject matter experts from Qualtrics, and our agile technology teams to deliver innovative, data-driven solutions that enhance customer experience measurement and reporting.

Key Responsibilities

• Collaborate with application teams to define, frame, and capture detailed business requirements aligned with VOC strategic objectives.
• Build deep knowledge of Voice of the Customer methodologies and apply this expertise to define, transform, and structure data within the Cornerstone big data platform.
• Design and develop robust data model architectures that support efficient data processing, standardized metric definitions, and scalable reporting frameworks.
• Enable big data and batch/real-time analytical solutions using transformational technologies such as Hadoop, HDFS, MapReduce, Hive, Spark, and Python to deliver innovative solutions that ensure data quality and accuracy through rigorous testing at variable and use case levels.
• Provide recommendations to enhance capabilities and drive efficiency in computing programs across the big data ecosystem.
• Lead user story analysis, elaboration, design, and development of software applications, including testing and build automation tools.
• Proactively identify manual processes and automate them to improve quality, efficiency, and consistency across the VOC pipeline.
• Partner closely with colleagues from GSN and AET to prioritize, define, develop, and validate data for various use cases as part of the end-to-end VOC strategy.
• Manage live chat interactions with internal stakeholders, providing timely technical guidance, status updates, and troubleshooting support as needed.

Essential Qualifications

• A minimum of 3+ years of hands-on development experience with Hive/Hadoop, PySpark, Python, and shell scripting languages for data-driven projects.
• Proven experience with development release management and troubleshooting in production environments.
• Strong ability to actively collaborate with relationship managers and product owners to understand functional requirements and translate them into technical deliverables.
• Solid familiarity with Agile methodologies, including the delivery of small product increments at regular intervals to business stakeholders.
• Demonstrated experience designing and implementing data models in large-scale, distributed environments.
• Excellent problem-solving skills with a proactive approach to identifying and resolving data quality issues.

Preferred Qualifications

• Experience working with Qualtrics or similar survey platforms is highly desirable.
• Familiarity with the Cornerstone big data platform or comparable enterprise data systems.
• Background in customer experience analytics, survey design, or VOC program management.
• Knowledge of multi-language and multi-country survey deployment strategies.
• Experience with real-time data streaming and batch processing pipelines.
• Strong communication skills, with the ability to explain complex technical concepts to non-technical audiences.

Core Skills and Competencies

• Technical Expertise: Deep proficiency in big data technologies, including Hadoop ecosystem components, Spark, Python, and SQL-based tools like Hive.
• Analytical Thinking: Ability to dissect complex data problems, identify root causes, and architect elegant solutions.
• Collaboration: A team player who thrives in cross-functional environments and builds strong relationships with stakeholders at all levels.
• Agile Mindset: Comfortable working in iterative delivery cycles and adapting to evolving business priorities.
• Communication: Clear, concise, and confident in both written and verbal communication, including live chat interactions.
• Innovation: A continuous improvement orientation with a passion for automating manual tasks and optimizing workflows.
• Customer Focus: Deep commitment to understanding and enhancing the end-to-end customer experience.

Why Join arenaflex?

At arenaflex, we invest in the holistic well-being of our colleagues and their families. We believe that when our people thrive, our business thrives. That’s why we offer a comprehensive benefits package designed to support your physical, financial, and mental health at every stage of life.

Compensation and Benefits

• Competitive Base Salary: We offer industry-leading compensation that reflects your skills, experience, and contributions.
• Performance-Based Bonuses: Our bonus incentive programs reward individual and team achievements.
• Financial Well-Being Support: Comprehensive retirement planning resources and financial wellness programs to help you secure your future.
• Flexible Working Model: Depending on your role and business needs, you can choose from hybrid, onsite, or fully remote arrangements—giving you the freedom to work where you’re most productive.
• Generous Paid Parental Leave: We support new parents with paid leave policies that vary by location, ensuring you have time to bond with your growing family.
• Global Well-Being Facilities: Free access to on-site wellness centers staffed with nurses and doctors (available in select locations).
• Mental Health Support: Complimentary and confidential counseling services through our Healthy Minds Program, designed to help you navigate life’s challenges.
• Career Development and Education Opportunities: Continuous learning programs, tuition reimbursement, mentorship initiatives, and clear pathways for advancement.

Our Culture

arenaflex is more than a workplace—it’s a community. We are guided by core values of integrity, inclusion, innovation, and excellence. We celebrate diversity and believe that different perspectives make us stronger. Our culture encourages open communication, mutual respect, and a shared commitment to winning as a team. Whether you’re working remotely from Cabo Verde or collaborating with colleagues across the globe, you’ll find a supportive environment that values your unique contributions and invests in your growth.

Career Growth and Learning Opportunities

When you join arenaflex, you gain access to a wealth of professional development resources. From structured training programs and certifications to informal mentoring and cross-functional project opportunities, we are committed to helping you expand your skills and advance your career. Our agile environment means you’ll have the chance to work on cutting-edge technologies, lead innovative projects, and shape the future of customer experience analytics on a global scale.

How to Apply

If you are a passionate data professional with a knack for innovation, a commitment to excellence, and a desire to make a meaningful impact, we want to hear from you. This is your opportunity to join a forward-thinking organization that values your expertise and empowers you to do the best work of your career. Bring your skills, your curiosity, and your drive to arenaflex, and let’s lead the way together in transforming the Voice of the Customer experience for millions of clients around the world.

Apply today and become part of something extraordinary.