**Experienced Lead Customer Experience Researcher – Driving Business Growth through Data-Driven Insights**

At arenaflex, we're on a mission to revolutionize the way we understand and deliver exceptional customer experiences. As a Lead Customer Experience Researcher, you'll play a pivotal role in shaping our research strategy and driving business growth through data-driven insights. This 6-month contract-to-permanent position offers a unique opportunity to join our team and make a lasting impact.

**About arenaflex**

arenaflex is a forward-thinking organization that's passionate about harnessing the power of customer experience research to drive business success. With a strong focus on innovation and collaboration, we're committed to creating a workplace culture that's inclusive, dynamic, and empowering. As a remote team, we're dedicated to fostering a sense of community and connection among our colleagues, regardless of their physical location.

**Job Summary**

We're seeking an experienced Lead Customer Experience Researcher to join our team and lead the development of research strategies that drive business growth and improvement. As a key member of our research team, you'll be responsible for designing and executing primary research studies, analyzing data, and presenting actionable insights to senior business executives. If you're a seasoned researcher with a passion for customer experience and a talent for storytelling, we want to hear from you.

**Responsibilities**

As a Lead Customer Experience Researcher, your day-to-day responsibilities will include:

* Understanding member and provider experiences to provide leadership teams with actionable insights for improving them
* Advising on research strategies to answer business questions and produce actionable insights, along with facilitating primary research (qualitative and quantitative) with various types of customers
* Producing deliverables that are easy to consume and presenting actionable insights to senior business executives
* Collaborating with cross-functional teams to design and execute research studies that meet business objectives
* Developing and maintaining research repositories to ensure data quality and integrity
* Staying up-to-date with industry trends and best practices in customer experience research

**Performance Expectations and Metrics**

As a Lead Customer Experience Researcher, you'll be expected to:

* Deliver high-quality research studies that meet business objectives and provide actionable insights
* Present research findings to senior business executives in a clear and compelling manner
* Develop and maintain a research repository that ensures data quality and integrity
* Collaborate with cross-functional teams to design and execute research studies
* Stay up-to-date with industry trends and best practices in customer experience research

**Previous Job Titles or Background Work**

If you have experience in the following roles or backgrounds, we encourage you to apply:

* Insights Researcher
* CX Researcher
* VOC Researcher

**Internal and External Groups with which the Candidate will Interface**

As a Lead Customer Experience Researcher, you'll interface with various internal and external groups, including:

* Cross-functional teams (e.g., product, marketing, sales)
* Senior business executives
* Research teams
* External vendors and partners

**Required Skills and Experience**

To be successful in this role, you'll need:

* Primary/Generative and Secondary/Evaluative research experience
* Qualitative and quantitative research experience
* Facilitation of Focus Groups and Diary Studies
* Experience with Qualtrics/Clarabridge and SPSS
* Healthcare Insurance or Insurance
* Research Repository experience

**Preferred Skills and Experience**

While not required, the following skills and experience are highly desirable:

* Facilitate Primary Research (quantitative and qualitative) from beginning to end
* Create and manage intercepts for transactional surveys/feedback tabs
* Deliver and present reports producing actionable insights
* Creating service recovery / inner loop processes for surveys
* Design, build, and launch surveys/dashboards (Qualtrics Engage)
* Understanding of Discover text analysis connectors, taxonomies, and dashboards

**Portfolio and Resume**

We require a portfolio that showcases your research experience and a resume that highlights your skills and qualifications. Please submit both as part of your application.

**Compensation and Benefits**

As a Lead Customer Experience Researcher, you'll be compensated at a rate of $55/hour (W2). arenaflex offers a comprehensive benefits package, including health insurance, retirement plans, and paid time off.

**How to Apply**

If you're a motivated and experienced researcher looking for a new challenge, we encourage you to apply. Please submit your portfolio, resume, and a cover letter outlining your qualifications and experience. We can't wait to hear from you!

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