Job Description
At arenaflex, we're dedicated to keeping our customers and associates connected to what matters most. As a Director of Customer Intelligence, you'll play a pivotal role in turning customer data into actionable insight that fuels smarter decisions, sharper experiences, and stronger business outcomes. Join our team of innovators and customer advocates who are passionate about delivering exceptional experiences and driving growth through data-driven decision making. **About arenaflex** arenaflex is a leading provider of innovative solutions and services that empower our customers to thrive in an ever-changing world. With a strong commitment to customer satisfaction, arenaflex has established itself as a trusted partner in the industry. Our team of experts is dedicated to delivering exceptional experiences and driving growth through data-driven decision making. **Job Summary** As a Director of Customer Intelligence, you'll be responsible for developing and maintaining a comprehensive understanding of our customers' behavior, sentiment, and journey performance across all channels and touchpoints. You'll lead the customer intelligence strategy, translate insights into action, and partner with cross-functional teams to drive innovation and improvement. Your expertise will help us deliver seamless, value-driven interactions that reinforce our brand promise and drive business success. **Key Responsibilities** * Lead the customer intelligence strategy by developing and maintaining a holistic view of customer behavior, sentiment, and journey performance across all channels and touchpoints. * Translate insights into action by partnering with CX, Product, Marketing, and Operations teams to identify pain points, improve journeys, and prioritize initiatives with measurable impact. * Engage in the design and evolution of customer dashboards, KPIs, and journey analytics frameworks that track satisfaction, resolution rates, digital adoption, churn risk, and other key metrics. * Leverage platform data (CXOne, Zendesk, ServiceNow, etc.) to drive recommendations for system optimization, automation, and user experience enhancements. * Own the voice-of-customer (VoC) program, integrating surveys, feedback loops, call data, and sentiment analysis to surface trends and inform decision-making. * Partner with senior leaders to deliver strategic insights that guide innovation, competitive positioning, and long-range planning. * Inform and evaluate the innovation pipeline, using data to assess ideas, identify market opportunities, and define success measures for pilots and scale-ups. * Foster a culture of customer-led thinking by embedding intelligence into daily operations and long-term strategies. **Qualifications** * 8+ years of experience in customer experience, analytics, digital transformation, or strategic insights, ideally within telecom or a service-oriented industry. * Proven ability to synthesize complex data into clear, compelling narratives that influence cross-functional stakeholders. * Strong working knowledge of customer platforms and data ecosystems (e.g., CXOne, Zendesk, ServiceNow, Qualtrics). * Experience designing VoC programs, journey analytics, and performance dashboards. * Strong communication, executive presentation, and strategic planning skills. * Background in agile program delivery, customer journey mapping, or human-centered design is a plus. **Leadership Competencies** * Analytical storyteller: Combines data fluency with business acumen to drive action. * Customer advocate: Uses insight to elevate the voice of the customer in every strategic conversation. * Collaborative leader: Builds strong partnerships across departments and levels. * Strategic thinker: Sees around corners and anticipates evolving customer needs. * Change agent: Balances near-term wins with long-term transformation goals. **Success Metrics** * Measurable improvements in digital experience KPIs (e.g., self-service adoption, app engagement, NPS, conversion). * Uptake of intelligence-informed enhancements in product, marketing, and CX strategies. * Reduction in customer pain points and operational inefficiencies via digital insight application. * Improved speed to insight and impact from analytics deliverables. * Strengthened organizational decision-making through integrated customer and digital intelligence. * Increased CX scores (e.g., NPS, CSAT) tied to insights-driven improvements. * Utilization of customer insights across business units. * Time to insights and responsiveness to customer trends. * Stakeholder satisfaction with insights team deliverables. * Uplift in customer lifetime value or retention due to intelligence-led initiatives. **Core Competencies** * Committed: Values each and every customer, while working hard to keep their business and support our communities. * Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy. * Proactive: Understands what our customers need, and actively works to make their relationship with us seamless, easy, and rewarding. * Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations. **Benefits** arenaflex appreciates the role our associates play in helping the company grow, and in return, we offer an excellent benefits package to recognize the importance of their contributions, including: * Medical, dental, and vision plans – start when you start! * Life insurance (self, spouse, children) * Paid time off (vacation, holiday, and personal/sick days) * 401(k) - 100% company match on day 1 of employment (up to 5% of eligible compensation) * Group Legal plan with Identity Theft Protection **Additional Perks** * Tuition reimbursement (up to $5,250 on 1st year) * Annual community support to various organizations across the U.S. * Associate recognition & awards programs * Advancement opportunities * Collaborative work environment **We're an Award-Winning Organization!** arenaflex has been recognized as a "Best Midsized Employer" by Forbes in 2021-2023. **Our Commitment** Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at arenaflex, we believe it is our individual and unique talents, backgrounds, and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day. arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. **Pre-hire Processes** arenaflex is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career. If you're a motivated and experienced professional who is passionate about delivering exceptional customer experiences and driving growth through data-driven decision making, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job