Are you a customer experience expert looking for a new challenge? Do you thrive in a dynamic environment where no two days are the same? Look no further than arenaflex, a leading organization in the industry, where we're seeking an experienced Customer Experience Advisor to join our team. As a key member of our customer experience team, you'll have the opportunity to develop and execute cross-organizational initiatives that improve customer and employee experience, as well as business operations.
**About arenaflex**
arenaflex is a forward-thinking organization that's dedicated to delivering exceptional customer experiences. We're passionate about creating a culture that's inclusive, innovative, and customer-centric. Our team is comprised of talented individuals who are driven by a shared vision to make a positive impact on our customers' lives. If you're looking for a company that values your contributions, supports your growth, and offers opportunities for advancement, then arenaflex is the perfect fit for you.
**Responsibilities and Tasks**
As a Customer Experience Advisor at arenaflex, you'll be responsible for:
* Working with the Director and Senior Manager of Customer Experience to implement the CX roadmap, strategy, and communication plan
* Assisting with omni-channel strategy in partnership with various departments
* Using creative technology and alternative approaches to enhance and improve current state processes and methodologies
* Effectively executing research design components, such as questionnaire writing, research execution, and report creation
* Collecting customer experience data through quantitative and qualitative methods
* Working with the Sr. Customer Experience Manager to survey all customer types to gauge customer experience and gather feedback around ongoing digital transformation initiatives
* Conducting and/or partnering on consumer studies and presenting findings that will inform improvements in the customer experience
* Data analysis and investigation to find trends
* Running ad-hoc surveys to answer business questions or address possible issues
* Assisting with vendor selection and management
* Recommending process improvements based on data and analysis findings
* Partnering with the Director of Marketing & Customer Experience and Sr. Customer Experience Manager on development and management of annual budget, goals, objectives, and systems needed to support the work of Customer Experience
* Managing special projects and serving on project teams, as assigned
* Achieving expected results for significant phases or larger complex assignments
* Training and developing staff, as necessary
* Acting as a resource to Agency Relations and other departments
* Working with minimum supervision and exercising sufficient discretion and independent judgment
* Maintaining confidentiality of information processed
* Leading and being accountable for cross-departmental and/or cross-operating company initiatives involving multiple functions and complexity
* Driving business decisions via effective communication, problem-solving, and analytical skills
* Appropriately challenging the status quo and using critical thinking to devise solutions to business needs
* Attending Council Meetings and Conferences as needed for the team
* Overseeing the agency profit sharing program, including modifications to the program and communication of changes with internal and external customers
* Suggesting and implementing changes to agency financial incentive programs, including commission changes, sales contests, etc.
**Education and Experience**
* Bachelor's degree in marketing, business, psychology, statistics, or 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
* With proper education credentials, six (6) to eight (8) years of experience in a related field
* Relevant insurance experience, which will provide the necessary skills, knowledge, and abilities, is preferred
**Skills, Knowledge, and Abilities (SKA) Required**
* Considerable knowledge of the workers' compensation insurance industry and the independent agency system
* Considerable knowledge of 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
* 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, etc.)
* 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, other corporate databases, and standard Microsoft products
* 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
* Ability to conduct and/or partner on consumer studies and present findings
* Ability to make competent, independent decisions
* Ability to perform other assignments at locations outside the office
**Working Conditions**
* Work is performed in an office setting with no unusual hazards
* Frequent travel is required with some overnight stays
**Pay Range**
* Actual compensation decision relies on the consideration of internal equity, candidate's skills and professional experience, geographic location, market, and other potential factors
* It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $80,900 and $135,400
If you're a motivated and experienced customer experience professional looking for a new challenge, then we encourage you to apply for this exciting opportunity at arenaflex. Don't miss out on the chance to join a dynamic team that's passionate about delivering exceptional customer experiences. Apply today!