Senior Customer Experience Data Analyst - Remote | CX Insights & Analytics Specialist

Join arenaflex as a Senior Data Analyst – Customer Experience

Are you passionate about transforming raw data into meaningful insights that shape how customers experience a brand? Do you thrive in an environment where your analytical expertise directly influences business decisions and helps shape the future of customer interactions? If so, arenaflex invites you to join our dynamic Customer Experience team as a Senior Data Analyst.

At arenaflex, we believe that understanding our customers is the cornerstone of everything we do. We're not just building products and services—we're crafting experiences that matter to real people every single day. As a Senior Data Analyst on our Customer Experience team, you'll play a pivotal role in advocating for the customer within our organization, using data to tell compelling stories, identify opportunities for improvement, and measure the impact of our efforts.

About the Role

This position serves as one of several analytics experts on the Customer Experience team at arenaflex. You'll be responsible for leveraging data to understand our customers and their experiences, obsessing over creating great customer interactions, identifying where we have opportunities to get better, and justifying investment in these critical areas. Additionally, you'll measure the impact of our initiatives and track our customers' sentiment towards their interactions with arenaflex experiences and our competitors.

Key Responsibilities

• Data Expertise: Serve as the primary data expert on a balanced team engaged in key CX initiatives for the company, combining business and customer understanding with analytical expertise to make sound recommendations in your domain.


• Continuous Discovery: Engage in ongoing discovery and data exploration to uncover hidden insights and patterns that can inform customer experience improvements.


• Domain Mastery: Understand the data domain for your assigned initiative better than any other resource in the company—knowing what data exists, how to join it, and how to use it to tell stories, make decisions, and answer complex questions.


• Impact Measurement: Track benefits of actions taken by the CX team using multiple stitched data sources, demonstrating ROI and informing future strategies.


• Advanced Analytics: Create and maintain advanced SQL queries that power dashboards and enable data-driven decision-making across the organization.


• Visualization: Create front-end dashboards in tools like Tableau to present insights in accessible, actionable formats for stakeholders at all levels.


• Platform Development: Help design and architect the new CX data platform, ensuring scalability, reliability, and usability.


• Documentation: Create base queries and comprehensive documentation to assist business teams in connecting to new data sources and leveraging analytics capabilities.


• Ad Hoc Analysis: Respond to time-sensitive analytics requests from various stakeholders, providing quick yet accurate insights.


• Reporting Standards: Establish reporting standards and best practices that ensure consistency and quality across all CX analytics deliverables.


• Framework Development: Architect and implement a comprehensive reporting framework that scales with business needs.


• Data Mining: Oversee data mining efforts to identify trends, patterns, and opportunities within customer data.


• Program Development: Develop programs, methodologies, and files for analyzing and presenting data in meaningful ways.


• Stakeholder Collaboration: Work closely with stakeholders, developers, UX designers, and end-users to determine requirements and deliver solutions that meet their needs.


• Data Management: Perform data cleansing and validation to ensure accuracy and reliability of analytics outputs.


• Data Loading: Prepare data load scripts for mass data loads from various data sources, ensuring efficient and error-free data integration.

Essential Qualifications

Minimum Requirements:

• Must be eighteen years of age or older
• Must be legally permitted to work in the United States
• The knowledge, skills, and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job (such as Statistics, Mathematics, Computer Science, Business Analytics, or a related field)
• A minimum of 7 years of professional work experience in data analysis or a related field
• 1-2 years of data analysis experience
• 1-2 years of experience in data management, process analysis, and improvement
• Ability to handle and prioritize multiple tasks effectively in a fast-paced environment
• Outstanding written and verbal communication skills
• Effective interpersonal and problem-solving skills

Preferred Qualifications:

• 4-6 years of data analysis experience (preferred for senior-level positions)
• Experience with advanced analytics techniques and methodologies
• Strong background in SQL query optimization and complex data manipulation
• Proficiency with data visualization tools such as Tableau, Power BI, or similar platforms
• Experience with customer experience analytics, Voice of Customer (VoC) programs, or customer journey mapping
• Familiarity with cloud-based data platforms and big data technologies
• Knowledge of statistical analysis and predictive modeling techniques

Required Skills & Competencies

• Analytical Thinking: Strong logical reasoning and attention to detail, with the ability to synthesize complex data into clear, actionable insights


• Curiosity & Initiative: A self-motivated, intellectually curious mindset with a high degree of analytical ability and a passion for uncovering hidden patterns in data


• Technical Proficiency: Advanced proficiency in SQL, including the ability to write complex queries, stored procedures, and perform data manipulation


• Communication Skills: Excellent verbal and written communication skills, with the ability to present technical findings to both technical and non-technical audiences


• Collaboration: Superior interpersonal skills and the ability to collaborate actively, working effectively in a team environment and building relationships across departments


• Quality Focus: Commitment to organized, high-quality deliverables with meticulous attention to accuracy and detail


• Problem-Solving: Creative approach to problem-solving, innovation, and issue resolution


• Mentorship: Ability to mentor colleagues on standards, best practices, and new technology concepts


• Usability Understanding: Understanding of usability best practices and user design principles

Career Growth & Development Opportunities

At arenaflex, we invest in the growth and development of our team members. As a Senior Data Analyst on our Customer Experience team, you'll have numerous opportunities to advance your career and expand your skill set:

• Professional Development: Access to ongoing training programs, certifications, and conferences to enhance your analytical capabilities


• Career Advancement: Clear pathways for progression into senior analytical roles, team lead positions, or specialized analytics tracks


• Cross-Functional Exposure: Opportunities to work with various departments including Product, Engineering, Marketing, and Operations


• Technical Innovation: Exposure to cutting-edge analytics tools, cloud platforms, and data technologies


• Mentorship Programs: Both receive mentorship from senior leaders and mentor junior team members

Work Environment & Culture

Our remote work culture at arenaflex is built on trust, autonomy, and collaboration. We believe that great work can happen anywhere, and we're committed to providing the tools and resources you need to succeed regardless of your location.

What You'll Experience at arenaflex:

• A collaborative, team-oriented environment where diverse perspectives are valued and celebrated


• Flexible work arrangements that support work-life balance


• A culture of continuous improvement and innovation


• Access to cutting-edge technology and data infrastructure


• A commitment to diversity, equity, and inclusion


• Regular team meetings and virtual events that foster connection and community

Physical & Travel Requirements:

This is a remote position. Most of your time will be spent sitting in a comfortable position with frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles. The position typically requires overnight travel less than 10% of the time for team gatherings, training sessions, or strategic meetings.

Compensation & Benefits

At arenaflex, we recognize that our people are our greatest asset. We offer a comprehensive and competitive benefits package designed to support your wellbeing, financial security, and professional growth:

• Competitive Salary: Industry-leading compensation commensurate with experience and expertise


• Health & Wellness: Comprehensive medical, dental, and vision insurance plans


• Retirement Plans: 401(k) retirement savings plan with company matching


• Paid Time Off: Generous paid time off including vacation, personal days, and holidays


• Professional Development: Tuition reimbursement and professional development opportunities


• Remote Work Stipends: Home office stipend for remote workers


• Employee Discounts: Access to exclusive employee discounts on arenaflex products and services


• Wellness Programs: Employee assistance programs and wellness initiatives

Why Join arenaflex?

When you join arenaflex, you're not just accepting a job—you're becoming part of a mission-driven organization that truly values its customers and employees. We believe that every interaction a customer has with our brand is an opportunity to create a positive, lasting impression. Your work as a Senior Data Analyst will directly influence how we understand, serve, and delight our customers.

We're looking for someone who is curious, passionate about data, and committed to using analytics to drive meaningful change. You'll become an expert on customer data, quickly understand the business, and dig deeply into specific experiences to uncover insights that others might miss. Your strong logic and attention to detail will help ensure the accuracy and reliability of our analytics, while your communication skills will enable you to translate complex findings into actionable recommendations.

How to Apply

If you're ready to make an impact, we encourage you to apply for this exciting opportunity. The application window is anticipated to close on April 21, 2024.

At arenaflex, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds and experiences.

Ready to transform customer experiences through data? Join us at arenaflex and help shape the future of customer experience analytics.