**Experienced Customer Experience Advisor – Hybrid or Remote Opportunity at arenaflex**

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!