At arenaflex, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with arenaflex offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service is more than part of our name, it's our mission and our purpose.
**About arenaflex**
arenaflex is a multibillion-dollar financial services company with a rich history dating back to 1832. As the oldest and largest locally-headquartered bank and trust company in the Greater Philadelphia and Delaware region, we provide comprehensive financial services including commercial banking, retail banking, cash management, and trust and wealth management. Our subsidiaries and divisions include Arrow Land Transfer, Bryn Mawr Capital Management, LLC, Bryn Mawr Trust, The Bryn Mawr Trust Company of Delaware, Cash Connect, NewLane Finance, Powdermill Financial Solutions, WSFS Institutional Services, WSFS Mortgage, and WSFS Wealth Investments.
**Job Summary**
We are seeking an experienced Customer Experience (CX) Business Intelligence Leader to join our team at arenaflex. As a key member of our Marketing division, you will oversee the analytics and reporting function for the Customer Experience team, aggregating client insights at scale from various systems and platforms, connecting the client experience to business outcomes, and delivering actionable insights to drive growth, efficiency, and strategic decision-making.
**Key Responsibilities**
- Establish goals and provide long-term vision of CX Business Intelligence capabilities
- Drive the design and strategy for CX Business Intelligence insights, text analytics, monthly and quarterly reporting to various audiences, and platform dashboard/reporting enhancements
- Translate complex data into compelling narratives and recommendations and present findings and insights to stakeholders and leadership, ensuring alignment with organizational goals
- Collaborate with Marketing analytics team by leveraging data and insights including predictive modeling and A/B testing to inform decision making
- Own the research, development, and publication of enterprise-wide CX KPIs for the board, ELT, SLT, QBR, compliance, risk, finance, etc.
- Own the CX Research framework, facilitating research intake, execution of data components, package the results, and delivery of presentation to partners
- Develop actionable process and technology recommendations to remediate friction
- Oversee the data governance of CX owned reports to ensure accuracy, consistency, and compliance
- Understand goals and strategies of key stakeholders and how Client feedback can provide value
- Lead meetings and presentations with executive leadership, senior leaders, and teams
- Connect the dots between the client experience and business performance and outcomes
- Support the CX brand as a trusted advisor through various CX engagement activities
- Support a cross-functional team of internal Medallia users to share actionable insights and training users how to leverage the reporting tools and dashboards to support their business area and leaders
- Lead, manage, and coach a team of CX Business Intelligence Analysts to deliver high-impact insights and recommendations
- Stay abreast of industry trends to drive a culture of innovation and continuous learning
- Represent arenaflex as part of industry affinity groups
- Assist divisional Finance team with CX Financial Plan, including variance tracking, annual RAF activities, and QBR financial reporting
**Essential Qualifications**
- A Bachelor's degree in business administration or related field, or equivalent experience
- Minimum of 3 years of experience in a management role
- Minimum of 5 years of experience with data analytics, market research, and/or similar experience
- Prior experience in the financial services or banking industry is required
- Experience with financial reporting is required
- Significant experience in working in an enterprise-level function leveraging resources across an organization to drive change
- Experience building and supporting CX metrics and KPIs
- Knowledgeable of bank regulators and applicable bank governance policies and models
- Strong quantitative and analytical skills, including statistical knowledge
- Proven experience analyzing data to be used for business decisions
- Excellent organizational skills to manage multiple tasks at the same time
- Ability to work independently as well as a part of a team
- Effective leader with strong influence management skills
- Strong analytical and creative mindset
- Excellent written and verbal communication skills, with advanced presentation and facilitation skills
- Experience with CX technology (e.g., Medallia, Gallup, Qualtrics)
- Significant proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and Power BI
**Preferred Qualifications**
- Experience working with Medallia or similar CX technology
- Experience with predictive modeling and A/B testing
- Experience with data governance and compliance
- Experience with financial planning and analysis
- Experience with industry trends and innovation
**Work Environment and Company Culture**
arenaflex is an inclusive and supportive culture that values diversity, equity, and inclusion. We offer a competitive salary, advancement opportunities, and a comprehensive benefits package. Our work environment is collaborative and dynamic, with a focus on innovation and continuous learning. We are committed to providing a safe and healthy work environment for all our Associates.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive salary, advancement opportunities, and a comprehensive benefits package, including:
- Competitive salary
- Advancement opportunities
- Comprehensive benefits package
- Paid time off
- Holidays
- Flexible work arrangements
- Professional development opportunities
- Recognition and rewards programs
**How to Apply**
If you are a motivated and experienced professional looking to join a dynamic and innovative team, please submit your application through our website. We are an equal opportunity employer and welcome applications from diverse candidates.
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