Experienced Associate Director, End-to-End Customer Experience (ESRO) – Remote

At arenaflex, we're committed to transforming the health care industry for the better. As a leading health care and well-being company, we're dedicated to improving the health outcomes of millions around the world. Our diverse team shares a passion for helping others, and we're looking for talented individuals like you to join us on this mission. As an Associate Director of Customer Experience, you'll play a critical role in overseeing all customer-related activities and ensuring their alignment with arenaflex's security measures. You'll work closely with executive leaders to integrate security strategies into customer interactions, enhancing the company's security posture and external trust initiatives. This is a unique opportunity to make a meaningful impact on the health care industry while enjoying the flexibility to work remotely from anywhere within the U.S.

About arenaflex

arenaflex is a health care and well-being company that's dedicated to improving the health outcomes of millions around the world. We're comprised of two distinct and complementary businesses, UnitedHealthcare and Optum, working together to build a better health system for all. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life.

Job Summary

As an Associate Director of Customer Experience, you'll be responsible for developing and implementing strategies to enhance customer trust and ensure security communications are efficient and effective. You'll collaborate with divisional Chief Information Security Officers (CISO) to align customer-related processes with security standards, creating an end-to-end customer journey across all external engagements in our security organization. You'll also focus on building and maintaining trust with customers through security compliance and risk management efforts, aligning strategies to business objectives and regularly reviewing progress and metric development to support.

Key Responsibilities

* Develop and implement strategies to enhance customer trust and ensure security communications are efficient and effective

• Collaborate with divisional Chief Information Security Officers (CISO) to align customer-related processes with security standards
• Create an end-to-end customer journey across all external engagements in our security organization
• Map out our matrix of customer interactions: legal, ETIPS, Comms, Growth, Executive clients, CIOs
• Focus on building and maintaining trust with customers through security compliance and risk management efforts
• Align strategies to business objectives and regularly review progress and metric development to support
• Map end-to-end security customer interactions to support sales and growth strategies
• Provide detailed security reports and recommendations for potential and existing clients
• Collaborate with enterprise security teams to ensure alignment with regulatory and compliance requirements
• Assist in the development and presentation of security trust materials to clients and stakeholders
• Communicate security trends and incidents to provide actionable insights
• Support the integration of security measures in new service offerings
• Work with cross-functional teams to address security concerns and develop mitigation strategies

Required Qualifications

* 6+ years of experience in customer experience management role developing and implementing customer experience strategies, preferably in a security or technology environment

• 6+ years of experience in a leadership role leading Programs
• 4+ years of proven analytical, reporting, and problem-solving skills, with the ability to identify and address customer pain points and satisfaction drivers with data
• 4+ years of Six Sigma or journey mapping, process experience
• 4+ years of Process journey mapping experience

Preferred Qualifications

* Experience working in a health care or technology industry

• Proven track record of developing and implementing customer experience strategies
• Strong analytical and problem-solving skills
• Excellent communication and collaboration skills
• Experience working with cross-functional teams

What We Offer

* Competitive salary range: $106,800 to $194,200 annually based on full-time employment

• Comprehensive benefits package, including medical, dental, and vision insurance
• Incentive and recognition programs
• Equity stock purchase and 401(k) contribution
• Opportunities for career growth and professional development
• Flexible work arrangements, including remote work options
• Collaborative and dynamic work environment

How to Apply

If you're passionate about customer experience and security, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Drug-Free Workplace

arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Application Deadline

This job posting will be open for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. Apply for this job