About Arenaflex
At arenaflex, we believe in the power of human connection and the transformative potential of data-driven customer experiences. As a global leader in financial services and consumer engagement, we have built our reputation on delivering exceptional service to millions of customers worldwide. Our commitment to innovation, integrity, and inclusivity has made us one of the most trusted names in the industry, and we continue to lead the way in reimagining how businesses listen to, understand, and serve their customers.
Our Customer Listening Team operates at the heart of this mission, managing over five million customer surveys annually across our Consumer, Business, and Service Provider divisions. This massive volume of feedback fuels our continuous improvement efforts and ensures that every customer interaction is an opportunity to exceed expectations. We are now seeking a talented Senior Voice of Customer Data Architect to join our team and help us revolutionize how we capture, analyze, and act upon customer feedback across the globe.
The Role: Senior Voice of Customer Data Architect
As the Senior Voice of Customer Data Architect at arenaflex, you will play a pivotal role in transforming our end-to-end Voice of Customer (VOC) methodology. This is a unique opportunity to work at the intersection of data engineering, analytics, and customer experience innovation. You will be responsible for designing and building robust data architectures that support our survey platforms, dashboarding systems, and advanced analytics capabilities.
Our VOC technique encompasses over forty research studies translated into more than ten languages and deployed across more than twenty countries. Your work will directly impact how we understand customer sentiment, identify improvement opportunities, and deliver first-class experiences to our diverse global customer base. You will collaborate closely with product owners, process specialists, technology teams, and business stakeholders to ensure our data infrastructure supports our commitment to excellence.
Key Responsibilities
Your primary responsibilities as the Senior Voice of Customer Data Architect will include:
- Architecture Design and Development: Design and build robust data model architectures that support optimal data processing and standardized metric definitions across all Voice of Customer initiatives. Ensure scalability, reliability, and performance excellence in all architectural solutions.
- Platform Development and Integration: Lead the development and maintenance of our new Voice of Customer platform sourced from Cornerstone and integrated with our survey and dashboard infrastructure powered by Qualtrics. Work closely with the Qualtrics product and process owners to ensure seamless integration and maximum functionality.
- Big Data Solutions: Enable big data and batch/real-time analytical solutions using transformational technologies including Hadoop, HDFS, MapReduce, Hive, Spark, and Python. Deliver innovative solutions that ensure data quality and accuracy through intensive testing at variable and use case levels.
- Business Requirements Translation: Work closely with application teams to define, frame, and capture business requirements. Translate complex business needs into technical deliverables that drive measurable business value.
- Data Platform Enhancement: Grow your expertise in Voice of Customer methodologies and leverage this knowledge to transform data within our Cornerstone big data platform. Ensure consistency, accuracy, and accessibility of customer feedback data across all business units.
- Performance Optimization: Provide guidance to enhance capabilities that drive efficiency in computing programs using the massive data ecosystem. Identify bottlenecks and implement solutions that improve processing speed and resource utilization.
- Automation and Innovation: Proactively identify and automate manual tasks to improve quality and efficiency. Lead consumer story analysis and elaboration, design and develop software programs, and build automation tools that streamline operations.
- Cross-Functional Collaboration: Work closely with partners from various business units to prioritize, define, develop, and test data for diverse use cases as part of our comprehensive VOC end-to-end technique.
Essential Qualifications
To succeed in this role, you should possess the following qualifications:
- Technical Expertise: Minimum of 3+ years of hands-on development experience with Hive/Hadoop, PySpark, Python, and Shell scripting languages. Strong understanding of data-driven projects and their lifecycle from conception to deployment.
- Agile Methodology Experience: Familiarity with Agile delivery methodologies is essential, including experience with small increments of product development introduced at regular intervals to business groups. You should be comfortable working in fast-paced, iterative environments.
- Stakeholder Collaboration: Demonstrated ability to collaborate effectively with relationship managers and product owners to understand functional requirements and convert them into technical deliverables.
- Data Engineering Skills: Strong background in data modeling, ETL processes, and data pipeline development. Experience with both batch and real-time data processing architectures.
- Problem-Solving Abilities: Excellent analytical and problem-solving skills with the ability to troubleshoot complex data issues and implement effective solutions.
- Communication Skills: Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical stakeholders and present findings clearly.
Preferred Qualifications
While not required, the following qualifications would be advantageous:
- Experience with Qualtrics survey platform and related integrations
- Knowledge of Customer Experience (CX) measurement methodologies
- Familiarity with Cornerstone enterprise platforms
- Experience in the financial services industry
- Understanding of multilingual and multicultural survey deployment
- Knowledge of machine learning applications in customer analytics
Skills and Competencies Required for Success
Beyond technical qualifications, we are looking for candidates who demonstrate:
- Innovation Mindset: A proactive approach to identifying opportunities for improvement and implementing cutting-edge solutions that drive business value.
- Collaboration Excellence: The ability to work effectively across functional boundaries and build strong relationships with colleagues at all levels of the organization.
- Attention to Detail: Commitment to data quality and accuracy, ensuring that insights derived from customer feedback are reliable and actionable.
- Adaptability: Comfortable working in a dynamic environment with evolving requirements and priorities.
- Continuous Learning: Enthusiasm for staying current with emerging technologies and best practices in data architecture and analytics.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are deeply committed to the professional development and growth of our colleagues. As a Senior Voice of Customer Data Architect, you will have access to extensive learning opportunities that will help you advance your career:
- Technical Training: Comprehensive training programs on our data platforms, tools, and technologies. Opportunities to earn certifications in cutting-edge technologies like Hadoop, Spark, and cloud platforms.
- Career Advancement: Clear career pathways for technical advancement, including opportunities to transition into principal architect roles, technical leadership positions, or specialized domain expert roles.
- Mentorship Programs: Access to experienced mentors who can guide your professional growth and help you navigate your career path within arenaflex.
- Industry Exposure: Exposure to diverse business units and global markets, providing a broad understanding of how customer feedback drives business strategy across different segments.
- Innovation Labs: Opportunities to participate in innovation initiatives and proof-of-concept projects that explore new technologies and methodologies.
Work Environment and Company Culture
At arenaflex, we have cultivated an environment where every person is seen, heard, and feels like they belong. Our culture is built on mutual respect, collaboration, and a shared commitment to excellence. We believe that diverse perspectives drive innovation, and we actively seek to create an inclusive workplace where all colleagues can thrive.
We offer a flexible working model that accommodates various arrangements including hybrid, onsite, or fully remote options depending on the position and business needs. This flexibility allows you to work in a way that supports your productivity and work-life balance while maintaining the collaborative connections that are essential to our success.
Our commitment to integrity is unwavering. We conduct our business with the highest ethical standards, and we expect all colleagues to uphold these principles in every interaction—with customers, partners, and each other.
Compensation, Perks, and Benefits
We recognize that our colleagues are our greatest asset, and we are committed to rewarding their contributions with competitive compensation and comprehensive benefits:
- Competitive Base Salaries: Industry-leading salary packages that reflect your skills, experience, and contributions.
- Performance Incentives: Annual bonus programs that reward individual and organizational performance.
- Financial Wellness: Robust retirement savings plans and financial wellness programs to support your long-term financial security.
- Health and Wellness: Comprehensive health insurance coverage, including medical, dental, and vision plans. Access to free on-site health facilities staffed with nurses and doctors (location dependent).
- Paid Time Off: Generous paid vacation and personal days, plus sick leave to support your well-being.
- Parental Leave: Industry-leading paid parental leave policies that support families through all stages of life (location dependent).
- Mental Health Support: Free and confidential counseling services through our Healthy Minds program, supporting your emotional and psychological well-being.
- Employee Assistance Program: Resources and support for personal and professional challenges.
- Learning and Development: Tuition reimbursement and sponsorship for professional certifications and advanced education.
- Employee Discounts: Access to exclusive discounts on products and services from our partner network.
Join Our Team
Are you ready to make a meaningful impact? At arenaflex, you will have the opportunity to work on challenging projects that matter, collaborate with talented colleagues, and grow your career in a supportive and inclusive environment. Your contributions will directly influence how we understand and serve our customers, making a tangible difference in their experience with our brand.
We invite you to be part of our team and help us lead the way in customer experience innovation. If you are passionate about data architecture, excited about leveraging cutting-edge technologies to drive insights, and committed to delivering exceptional customer experiences, we want to hear from you.
Take the next step in your career and join arenaflex today. Together, we will continue to set the standard for excellence in customer experience and data-driven decision-making.
Apply now to become part of something great. We look forward to welcoming you to the arenaflex family!