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

**Job Summary:** Join arenaflex, a forward-thinking organization dedicated to revolutionizing the customer experience landscape, as we seek an exceptional Lead Customer Experience Researcher to spearhead our research initiatives. This 6-month contract-to-permanent position offers a unique opportunity to work remotely from anywhere in the US, with a competitive hourly rate of $55. As a key member of our team, you will be responsible for designing and executing research strategies that drive actionable insights, informing business decisions, and ultimately, driving growth. **About arenaflex:** arenaflex is a trailblazing company that has established itself as a leader in the customer experience industry. Our commitment to innovation, customer-centricity, and data-driven decision-making has enabled us to deliver exceptional results for our clients. As a Lead Customer Experience Researcher, you will be part of a dynamic team that is passionate about harnessing the power of research to drive business growth. **Key Responsibilities:** As a Lead Customer Experience Researcher, you will be responsible for: * **Understanding Member and Provider Experiences:** Collaborate with leadership teams to develop actionable insights that improve customer experiences, driving business growth and loyalty. * **Research Strategy Development:** Advise on research strategies to answer business questions, producing actionable insights that inform decision-making. * **Primary Research Facilitation:** Facilitate primary research (qualitative and quantitative) with various types of customers, from scoping and methodology selection to fielding and analysis. * **Deliverables and Presentations:** Produce easy-to-consume deliverables and present actionable insights to senior business executives, ensuring that research findings are effectively communicated. * **Survey Design and Management:** Design, build, and launch surveys/dashboards using Qualtrics Engage, as well as create and manage intercepts for transactional surveys/feedback tabs. * **Service Recovery and Inner Loop Processes:** Develop and implement service recovery processes for surveys, ensuring that customer feedback is addressed promptly and effectively. * **Text Analysis and Dashboards:** Understand and utilize Discover text analysis connectors, taxonomies, and dashboards to extract insights from customer feedback. **Performance Expectations and Metrics:** As a Lead Customer Experience Researcher, you will be expected to: * Produce high-quality deliverables that meet the needs of senior business executives. * Present actionable insights to leadership teams, ensuring that research findings are effectively communicated. * Collaborate with internal and external stakeholders to develop research strategies that drive business growth. * Meet performance metrics, including the timely delivery of research findings and the quality of insights provided. **Previous Job Titles and Background Work:** Ideal candidates will have experience in the following roles: * Insights Researcher * CX Researcher * VOC Researcher **Internal and External Groups with which the Candidate will Interface:** As a Lead Customer Experience Researcher, you will interface with various internal and external groups, including: * Leadership teams * Research teams * Customer experience teams * External vendors and partners **Required Skills and Experience:** To be successful in this role, you will need: * **Primary/Generative and Secondary/Evaluative Research:** Experience in both primary and secondary research, including qualitative and quantitative methods. * **Qualtrics/Clarabridge:** Proficiency in using Qualtrics and Clarabridge for research and analytics. * **SPSS:** Experience with SPSS for data analysis. * **Healthcare Insurance or Insurance:** Familiarity with healthcare insurance or insurance industry. * **Research Repository:** Experience with research repository management. * **Portfolio and Resume:** A portfolio showcasing your research experience and a resume highlighting your qualifications. **Preferred Skills and Experience:** While not required, the following skills and experience are preferred: * **Facilitate Primary Research:** Experience in facilitating primary research from beginning to end, including scoping, methodology selection, fielding, and analysis. * **Create and Manage Intercepts:** Ability to create and manage intercepts for transactional surveys/feedback tabs. * **Deliver and Present Reports:** Experience in delivering and presenting reports that produce actionable insights. * **Service Recovery and Inner Loop Processes:** Familiarity with service recovery processes and inner loop processes for surveys. * **Understanding of Discover Text Analysis Connectors:** Understanding of Discover text analysis connectors, taxonomies, and dashboards. **Career Growth Opportunities and Learning Benefits:** As a Lead Customer Experience Researcher at arenaflex, you will have opportunities to: * Develop your research skills and expertise in a dynamic and innovative environment. * Collaborate with a talented team of researchers and analysts. * Contribute to the development of research strategies that drive business growth. * Participate in professional development opportunities, including training and conference attendance. **Work Environment and Company Culture:** arenaflex offers a remote work environment, allowing you to work from anywhere in the US. Our company culture values innovation, customer-centricity, and data-driven decision-making. We are committed to creating a diverse and inclusive work environment that fosters collaboration, creativity, and growth. **Compensation, Perks, and Benefits:** arenaflex offers a competitive hourly rate of $55, as well as a range of benefits and perks, including: * Health insurance * Retirement plan * Paid time off * Professional development opportunities * Flexible work arrangements **How to Apply:** If you are a motivated and experienced researcher looking to drive business growth through data-driven insights, we encourage you to apply for this exciting opportunity. Please submit your portfolio and resume, along with a cover letter outlining your qualifications and experience. Apply for this job