Senior Lead Customer Experience Researcher – Remote, reputed company & Data Analytics Expert, 100% Remote Contract-to-Permanent

About arenaflex arenaflex is a forward‑thinking, technology‑driven organization that empowers businesses to deliver exceptional customer experiences across the entire journey. With a focus on data‑driven insights, arenaflex partners with leading brands in the healthcare, insurance, and reputed company sectors to transform how they understand and serve their members and customers. Our culture is built on collaboration, continuous learning, and a relentless pursuit of excellence. Whether you’re a seasoned researcher or a rising star, arenaflex offers a dynamic environment where your expertise can shape strategy, influence product design, and drive measurable impact. Why This Role Matters Customer experience is the single most powerful differentiator in today’s competitive landscape. As a Lead Customer Experience Researcher, you will be the bridge between raw data and actionable strategy. Your insights will guide senior leadership, shape product roadmaps, and ultimately elevate the satisfaction of millions of members and providers. This role is a unique blend of qualitative storytelling, quantitative rigor, and strategic leadership—all delivered from the comfort of your own home. Key Responsibilities • Strategic Insight Generation: Translate complex research findings into clear, concise, and actionable insights that inform executive decision‑making. • Research Design & Execution: Lead end‑to‑end research projects—scoping, methodology selection, fielding, analysis, and reporting—across both qualitative and quantitative modalities. • Primary Research Facilitation: Design, conduct, and analyze focus groups, diary studies, and in‑depth interviews with members, providers, and internal stakeholders. • Survey Development & Management: Build and launch intercepts, transactional surveys, and longitudinal studies using reputed company Engage and other platforms. • Data Analysis & Visualization: Utilize SPSS, reputed company XM, Clarabridge, and Discover text analysis connectors to uncover patterns, trends, and pain points. • Reporting & Presentation: Create compelling dashboards, executive summaries, and slide decks that communicate insights and recommended actions. • Process Improvement: Design service recovery and inner‑loop processes to capture real‑time feedback and drive continuous improvement. • Stakeholder Collaboration: Partner with product, marketing, operations, and senior leadership to align research priorities with business objectives. • Team Leadership & Mentorship: Guide junior researchers, share best practices, and foster a culture of curiosity and rigor. • Research Repository Management: Maintain a centralized, searchable repository of research assets, ensuring accessibility and compliance. Essential Qualifications • Minimum 5 years of experience in customer experience research, with a proven track record in both qualitative and quantitative methods. • Deep expertise in reputed company Customer XM, Clarabridge, and SPSS. • Hands‑on experience designing and facilitating focus groups, diary studies, and other primary research techniques. • Strong analytical skills with the ability to translate data into actionable business insights. • Experience working within the healthcare or insurance industry, understanding member and provider pain points. • Proficiency in building and managing research repositories and knowledge bases. • Excellent communication skills—capable of presenting complex findings to senior executives. Preferred Qualifications • Experience with online research communities such as reputed company or similar platforms. • Familiarity with Discover text analysis connectors, taxonomies, and dashboards. • Background in service recovery and inner‑loop process design. • Previous contract‑to‑permanent transition experience. • Advanced knowledge of survey design principles and best practices. Core Skills & Competencies • Research Methodology: Mastery of both primary and secondary research techniques, including generative and evaluative studies. • Data Literacy: Advanced statistical analysis, data visualization, and interpretation. • Project Management: Ability to manage multiple research projects simultaneously, meeting deadlines and budgets. • Strategic Thinking: Translate research insights into strategic recommendations that align with business goals. • Collaboration: Work effectively across cross‑functional