Job Description
Join arenaflex, a leading organization in the insurance industry, as we seek an experienced Customer Experience Advisor to drive cross-organizational initiatives that improve customer and employee experience, as well as business operations. As a key member of our team, you will have the opportunity to develop and execute strategic plans, analyze customer experience and operational data, and manage market research surveys and CX projects.
- *About arenaflex**
arenaflex is a dynamic organization that is committed to delivering exceptional customer experiences. With a strong focus on innovation and customer-centricity, we are constantly seeking ways to improve our processes and methodologies to better serve our customers. As a Customer Experience Advisor, you will be part of a team that is passionate about making a positive impact on our customers' lives.
- *Responsibilities and Tasks**
As a Customer Experience Advisor, you will 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.
- Utilizing 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. Independently resolves most problems.
- 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.
- *Compensation and Benefits**
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.
- *Why Join arenaflex?**
- Opportunity to work with a dynamic organization that is committed to delivering exceptional customer experiences.
- Collaborative and supportive work environment.
- Professional development and growth opportunities.
- Competitive compensation and benefits package.
- Flexible work arrangements, including hybrid and remote options.
- *How to Apply**
If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.
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