About arenaflex – Transforming Healthcare Through Cloud‑Based Innovation
arenaflex is a market‑leading North American healthcare technology platform that empowers care teams, health plans, and service providers to collaborate seamlessly and gain real‑time patient insights. With more than two decades of relentless growth, arenaflex has built a reputation for delivering frictionless, outcome‑focused care experiences that improve the lives of millions across the continent.
Recognized by leading industry analysts and award‑winning publications for its private cloud excellence and vibrant corporate culture, arenaflex combines cutting‑edge software engineering with a deep commitment to the people who use its solutions every day. Our workforce of over 2,200 dedicated professionals thrives in an environment where purpose‑driven work meets continuous learning, and where every contribution directly shapes the future of health‑care delivery.
Why Join arenaflex?
At arenaflex, you’ll find a dynamic, inclusive, and purpose‑centric culture that celebrates curiosity, collaboration, and innovation. We invest heavily in professional development, mentorship, and well‑being so that you can grow your career while making an authentic impact on the health of entire communities.
- Purpose‑Driven Mission: Your work will directly enable providers to deliver safer, more efficient, and patient‑focused care.
- Learning & Development: Access to tuition reimbursement, certifications, and internal training programs that keep you at the forefront of CX analytics and healthcare technology.
- Global Reach, Local Impact: Although we operate across North America, each team member’s contributions are felt by local providers and patients alike.
- Diverse & Inclusive Community: We pride ourselves on being a place where every voice is heard, and where differences fuel creativity.
Position Overview – Senior Customer Experience Manager (Contract)
This six‑month contract role (with potential extension or conversion to full‑time) reports directly to the Customer Experience Director and partners with stakeholders across arenaflex to define, govern, and continuously improve the end‑to‑end customer journey. You will be the champion of the customer’s voice, translating data‑driven insights into strategic actions that elevate satisfaction, loyalty, and overall experience across our SaaS healthcare platform.
Key Responsibilities
- Customer‑Centric Culture Building: Collaborate with cross‑functional teams to embed a customer‑first mindset in decision‑making, influencing stakeholders to view processes through the lens of the end user.
- Measurement Framework Design: Define, implement, and automate NPS and transactional feedback collection mechanisms, integrating data sources with the Corporate Data Office to deliver unified, real‑time reporting dashboards.
- Research Leadership: Lead both quantitative and qualitative research projects—surveys, interviews, focus groups, and usability studies—providing clear direction and mentorship to internal analysts and external partners.
- Complex Problem Solving: Diagnose multifaceted CX challenges, conduct root‑cause analysis, and synthesize findings into actionable recommendations for product, support, and service teams.
- Best‑Practice Integration: Introduce proven CX tools, methodologies, and playbooks into cross‑functional initiatives, ensuring the customer’s voice shapes design, development, and delivery.
- Stakeholder Influence & Communication: Craft compelling narratives and presentations for senior leadership, translating data insights into strategic business outcomes.
- Continuous Improvement: Monitor CX metrics post‑implementation, iterate on strategies, and champion a culture of ongoing experimentation and learning.
Essential Qualifications & Skills
- Minimum 7 years of hands‑on experience designing, executing, and scaling customer research programs and CX measurement frameworks.
- Demonstrated ability to influence business objectives and drive measurable improvements in customer satisfaction, loyalty, or revenue.
- Advanced analytical proficiency with a strong command of data visualization tools (e.g., PowerBI, Tableau) and survey platforms such as Qualtrics.
- Expertise in Microsoft Office suite—particularly Excel (advanced formulas, PivotTables, macros) and PowerPoint (story‑telling presentations).
- Solid grounding in statistical methods and the ability to translate complex data sets into clear, actionable business insights.
- Excellent written and verbal communication skills, with a talent for presenting findings to diverse audiences ranging from product engineers to senior executives.
- Bachelor’s degree in Business, Mathematics, Statistics, Computer Science, or a related scientific discipline.
Preferred Experience
- Working knowledge of the healthcare industry, including an understanding of regulatory considerations, provider workflows, and patient privacy standards.
- Previous experience in a fast‑growing SaaS organization, preferably within the health‑tech or enterprise software space.
- Familiarity with agile product development cycles and the ability to embed CX insights into sprint planning and backlog grooming.
- Experience managing external research vendors and consulting partners.
Compensation, Benefits & Perks
arenaflex offers a competitive total rewards package that reflects the value of your expertise and the impact you will create. While the exact range may vary based on location and experience, the hourly rate for this Canadian contract position falls between $48.27 and $53.65 CAD (non‑overtime eligible). In addition to base compensation, you will enjoy:
- Performance Incentives: Bonus eligibility tied to CX improvement milestones.
- Flexible Work Arrangements: Remote‑first culture with the ability to work from anywhere within Canada.
- Professional Development Stipend: Access to conferences, certifications, and learning platforms.
- Health & Wellness Benefits: Comprehensive medical, dental, and vision coverage, plus mental‑health resources.
- Employee Assistance Program: Confidential counseling and support services.
- Technology Allowance: Home‑office equipment and high‑speed internet reimbursement.
Career Growth & Learning Opportunities
arenaflex is committed to nurturing talent from within. As a Senior Customer Experience Manager, you will have clear pathways to advance into senior leadership roles such as:
- Director of Customer Experience
- Head of Insights & Analytics
- Senior Product Owner – CX Platforms
Our mentorship programs connect you with seasoned CX strategists, while our internal knowledge‑sharing forums keep you abreast of the latest trends in healthcare technology and data‑driven design.
Work Environment & Culture at arenaflex
Our culture is built on the pillars of trust, transparency, and collaboration. Employees enjoy:
- Inclusive Teams: Diverse backgrounds, perspectives, and experiences are celebrated, fostering richer problem‑solving.
- Open Communication: Regular town‑halls, AMA sessions with executives, and cross‑departmental panels keep everyone aligned.
- Innovation Time: Dedicated hours each quarter to explore new tools, prototypes, or research areas that excite you.
- Community Impact: Volunteer initiatives and partnerships with health‑focused non‑profits allow you to give back.
Commitment to Equality & Accessibility
arenaflex is an equal‑opportunity employer. We prohibit discrimination on the basis of race, religion, national origin, age, gender identity, sexual orientation, disability, veteran status, or any other protected characteristic. Accommodations are readily available throughout the recruitment process—please reach out to
[email protected] if you require any assistance.
Data Privacy & Security
All applicant data is handled in accordance with arenaflex’s privacy policies, which adhere to the highest standards of security and compliance. Your personal information will be stored securely, used solely for recruitment purposes, and retained only as long as necessary. For additional details, please review our privacy policy.
Ready to Shape the Future of Healthcare Experience?
If you are passionate about turning data into meaningful actions, love working at the intersection of technology and human-centered design, and thrive in a fast‑moving, purpose‑driven environment, we want to hear from you. Apply today and bring your expertise to arenaflex, where your work will directly improve the lives of patients and providers across North America.
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