At arenaflex, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.
**Job Summary:**
We are seeking an experienced Head of Customer Insights to develop and implement customer insight methodologies, including Net Promoter Score (NPS) and other key metrics, to support arenaflex’s strategic focus on customer-centric driven growth. This position plays a crucial enterprise role in promoting customer-focused decision-making throughout the business, acting as the internal advocate for arenaflex’s 8,000+ customer base, ensuring that customer feedback and insights are incorporated into all aspects of the company's operations and strategy execution.
**Key Responsibilities:**
* Develop and execute a comprehensive customer insights strategy that aligns with arenaflex’s strategic priorities and growth agenda.
* Design and implement NPS framework and other customer insight methods as appropriate to gather information on customer insight and experience.
* Design, manage, and interpret qualitative and quantitative research programs (e.g., surveys, interviews, usage data analysis). Shape and embed a regular and appropriate cadence of customer insight reporting, aligned to the BU and cross-business operational performance cadence.
* Systematic Qualitative Surveys and Interviews:
+ Design and conduct client surveys – directly or via BU teams/ other functions
+ Interview clients across their lifecycle (e.g., during implementation, at steady state, after churning, etc.)
* Analysis of internal customer data:
+ Review and synthesize support tickets and chat bot transcripts
+ Analyze product usage and telemetry data
+ Collect and consolidate sales team feedback
* Customer Insight synthesis and opportunity identification:
+ Identify emerging customer trends, needs, pain points, and opportunities for growth
+ Collaborate with Product Marketing, Product Management and Sales organizations across the business units to enhance product positioning, product roadmaps, customer engagement etc informed by customer insight outputs and recommendations
+ Champion a culture of customer-centricity across arenaflex, coaching client-facing teams in particular to integrate insights into their work
+ Communicate the voice of the customer to all internal stakeholders
**Essential Qualifications:**
* Bachelor's degree in Marketing, Business Administration, or related field
* Minimum 8 years of experience in customer insights, market research, or a related field
* Proven track record of developing and implementing customer insights strategies that drive business growth
* Strong analytical and problem-solving skills, with the ability to interpret complex data and present findings to stakeholders
* Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams
* Experience with Net Promoter Score (NPS) and other customer insight metrics
* Strong understanding of customer journey mapping and customer experience design
**Preferred Qualifications:**
* Master's degree in Marketing, Business Administration, or related field
* Experience working in the financial services industry
* Familiarity with arenaflex's products and services
* Experience with data analysis tools such as Tableau, Power BI, or Excel
* Certification in customer insights or market research (e.g., CIC, CRM)
**Skills and Competencies:**
* Strong analytical and problem-solving skills
* Excellent communication and interpersonal skills
* Ability to work effectively in a fast-paced, dynamic environment
* Strong attention to detail and organizational skills
* Ability to prioritize multiple projects and deadlines
* Strong understanding of customer journey mapping and customer experience design
* Experience with data analysis tools such as Tableau, Power BI, or Excel
**Career Growth Opportunities and Learning Benefits:**
* arenaflex is committed to the growth and development of our employees, with opportunities for career advancement and professional development
* Access to online learning and accredited courses through our Skills & Career Navigator tool
* Regular feedback and coaching from managers and peers
* Opportunities to work on high-visibility projects and contribute to the company's strategic growth
**Work Environment and Company Culture:**
* arenaflex is a dynamic and inclusive company that values diversity and promotes a culture of customer-centricity
* Collaborative and fast-paced work environment with a focus on innovation and growth
* Flexible work arrangements, including remote work options and flexible hours
* Access to a range of employee benefits, including medical, life & disability insurance, retirement plan, lifestyle and other benefits
* Opportunities to participate in company-sponsored events and activities, including volunteer days and social events
**Compensation, Perks, and Benefits:**
* Competitive salary and bonus structure
* Comprehensive benefits package, including medical, life & disability insurance, retirement plan, lifestyle and other benefits
* Flexible work arrangements, including remote work options and flexible hours
* Access to a range of employee perks, including unlimited vacation, paid time off for voting, bereavement, and sick leave
* Opportunities to participate in company-sponsored events and activities, including volunteer days and social events
**How to Apply:**
If you are a motivated and experienced professional looking to drive customer-centric growth at a dynamic and innovative company, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
**Note:**
Applicants for this position need to be located in the following cities or their immediate surrounding areas: Atlanta, GA. Due to the requirements of this position, this job posting is not available for, and arenaflex will not be considering any applicants who currently reside in New York City or California.