Customer Experience Business Intelligence Leader – Strategic Analytics, Insight Generation & CX Transformation

About arenaflex – Pioneering Customer‑Centric Financial Solutions

At arenaflex we empower our Associates to shape rewarding careers, guide our customers toward financial security, and champion the communities we serve. As the region’s largest locally‑headquartered bank and wealth‑management firm, we’ve earned repeated recognition as a Top Workplace. Our purpose‑driven mantra, We Stand For Service®, is more than a slogan – it’s the DNA that fuels every decision and interaction. If you are passionate about turning data into decisive action, shaping exceptional customer journeys, and influencing enterprise‑wide strategy, this is your opportunity to lead the next chapter of CX excellence at arenaflex.

Position Overview – Why This Role Matters

The Customer Experience (CX) Business Intelligence Leader will own the analytics and reporting engine for the CX team within our Marketing division. This senior role will aggregate client insights at scale, connect experience metrics to business outcomes, and deliver actionable intelligence that drives growth, efficiency, and strategic decision‑making across arenaflex. As the bridge between CX, Marketing, and line‑of‑business analytics teams, you will amplify the client voice to shape both divisional and enterprise strategies.

Key Responsibilities

• Strategic Vision & Roadmap: Define long‑term goals for CX Business Intelligence, crafting a roadmap that evolves analytics capabilities, text‑analysis, and dashboard enhancements.
• Insight Generation & Storytelling: Transform complex data sets into compelling narratives, recommendations, and visual presentations for senior leadership, ensuring alignment with arenaflex’s strategic objectives.
• Collaboration with Marketing Analytics: Leverage predictive modeling, A/B testing, and advanced segmentation to inform marketing decisions and campaign effectiveness.
• Enterprise‑Wide CX KPI Ownership: Research, develop, and publish key performance indicators for the Board, Executive Leadership Team (ELT), Senior Leadership Team (SLT), Quarterly Business Reviews (QBR), compliance, risk, and finance stakeholders.
• Research Framework Stewardship: Manage research intake, coordinate data collection, package findings, and deliver polished presentations to cross‑functional partners.
• Process & Technology Recommendations: Identify friction points, propose actionable process improvements, and advise on technology enhancements to elevate the client experience.
• Data Governance & Quality Assurance: Oversee the integrity, consistency, and regulatory compliance of all CX‑related reports and dashboards.
• Executive Communication: Lead high‑impact meetings and presentations with executive leadership and senior teams, translating client feedback into business value.
• Brand Advocacy & Trusted Advisor Role: Serve as a CX subject‑matter expert, supporting the brand’s reputation and acting as a strategic advisor across the organization.
• Cross‑Functional Enablement: Coach internal users of the CX platform (formerly arenaflex), fostering self‑service analytics and empowerment of business leaders.
• Team Leadership & Development: Hire, mentor, and manage a high‑performing team of CX Business Intelligence Analysts, cultivating a culture of insight‑driven decision‑making.
• Industry Trend Monitoring: Stay current on CX and analytics best practices, championing innovation and continuous learning within arenaflex.
• Financial Planning Support: Partner with the Finance team on CX financial planning, variance tracking, annual RAF activities, and QBR financial reporting.

Essential Qualifications

• Bachelor’s degree in Business Administration, Data Science, Economics, or a related field (or equivalent professional experience).
• Minimum of 3 years in a managerial capacity overseeing analytics or CX teams.
• At least 5 years of hands‑on experience in data analytics, market research, or related disciplines.
• Demonstrated experience within the financial services or banking sector (required).
• Proven track record developing and sustaining CX metrics, KPIs, and dashboards.
• Solid understanding of banking regulators, governance policies, and compliance frameworks.
• Advanced quantitative and statistical skills; ability to apply rigorous analysis to business decisions.
• Exceptional organizational abilities to juggle multiple projects simultaneously.
• Independent thinker who also thrives in collaborative environments.
• Strong leadership presence with influence‑management capabilities.
• Outstanding written and verbal communication, including executive‑level presentation and facilitation.
• Experience with CX technology platforms (e.g., arenaflex, Gallup, Qualtrics) – all references replaced with arenaflex.
• High proficiency in the arenaflex suite of productivity tools—especially spreadsheets, presentation software, and data‑visualization solutions (formerly Excel, PowerPoint, Power BI).
• Willingness to travel across the Greater Philadelphia region as business needs dictate.

Preferred Qualifications & Additional Skills

• Advanced degree (MBA, MSc, or PhD) in a quantitative discipline.
• Experience leading enterprise‑wide analytics transformations.
• Familiarity with machine‑learning pipelines and modern data‑engineering stacks.
• Certification in CX or analytics methodologies (e.g., Certified Customer Experience Professional, Tableau Desktop Specialist).
• Prior involvement in industry affinity groups or professional CX associations.

Core Competencies for Success

• Strategic Thinking – Ability to see the big picture while drilling down into granular data insights.
• Data Storytelling – Translate numbers into narratives that inspire action.
• Collaboration & Influence – Build trust across Marketing, Finance, Risk, and Technology teams.
• Customer‑Centric Mindset – Keep the client’s voice at the forefront of every recommendation.
• Change Management – Guide stakeholders through data‑driven transformation initiatives.
• Technical Fluency – Comfortable navigating data warehouses, BI tools, and CX platforms.

Career Growth & Learning Opportunities

At arenaflex, leaders are empowered to chart their own development trajectory. As CX Business Intelligence Leader, you will have direct exposure to C‑suite executives, participate in strategic planning cycles, and influence the future direction of our customer‑centric roadmap. Growth pathways include:

• Progression to senior analytics or CX leadership roles (e.g., Director of Customer Insight, VP of Marketing Analytics).
• Opportunities to lead cross‑functional transformation programs that span digital, product, and operations.
• Access to continuous learning budgets, tuition assistance, and industry conference sponsorships.
• Mentorship from seasoned executives who value data‑driven decision‑making.

Work Environment & Culture at arenaflex

Our culture is built on inclusion, empowerment, and purpose. We champion a hybrid work model, offering flexibility to balance remote collaboration with in‑office engagement in our vibrant Greater Philadelphia campuses. Key cultural hallmarks include:

• Inclusive Community – Employee Resource Groups, diversity training, and accommodations for all abilities.
• Innovation‑First Mindset – Dedicated “lab” days for experimentation with emerging analytics tools.
• Recognition & Celebration – Regular awards for data‑driven impact, team milestones, and community service.
• Well‑Being Programs – Comprehensive health plans, mental‑health resources, and flexible PTO.

Compensation, Perks & Benefits

While exact figures vary based on experience, arenaflex offers a market‑competitive salary range, performance‑based bonuses, and a robust benefits package that includes:

• Medical, dental, and vision coverage with employer contributions.
• Retirement savings plans with generous matching.
• Paid parental leave, adoption assistance, and flexible work schedules.
• Employee stock purchase options and profit‑sharing opportunities.
• Professional development stipends and tuition reimbursement.
• Commuter benefits, on‑site wellness centers, and employee discount programs.

How to Apply

If you are authorized to work in the United States and do not require visa sponsorship now or in the future, we invite you to submit your application. Join arenaflex and become a catalyst for transformative customer experiences that shape the future of financial services.

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Closing Statement

At arenaflex, we believe that insightful data fuels exceptional experiences. By leading our CX Business Intelligence function, you will empower teams, delight customers, and drive measurable business growth. Take the next step in your career—apply today and help us set the gold standard for customer‑centric innovation.