Join arenaflex and Shape the Future of Customer Experience Analytics
Are you ready to be part of a dynamic team that's transforming how one of the world's most respected financial institutions understands and serves its customers? At arenaflex, we believe that every colleague's contribution matters, and we're looking for a talented Senior Voice of Customer Data Architect to help us revolutionize our customer feedback and analytics capabilities.
In this pivotal role, you'll be at the forefront of our end-to-end Voice of the Customer (VoC) methodology, working alongside passionate professionals across our Global Consumer Services, Global Account Management, and Global Commercial Services divisions. Together, we'll win as a crew, striving to uphold our organizational values and deliver an exceptional customer experience every single day.
About the Voice of Customer Team
Our Customer Listening Team manages over 5 million customer surveys annually across our consumer, business, and service provider segments. This comprehensive approach involves designing and programming customer experience surveys—spanning more than 40 distinct studies—translated into over 10 languages and deployed in over 20 countries worldwide. As our Senior Voice of Customer Data Architect, you'll help transform and innovate this critical methodology, ensuring we capture, process, and leverage customer insights with unprecedented accuracy and efficiency.
What You'll Do
As a key member of our data engineering team, you'll play a crucial role in building and maintaining our next-generation Voice of the Customer platform. Your responsibilities will include:
- Platform Development & Maintenance: Support the development and preservation of our new Voice of the Customer technique, sourced from Cornerstone and integrated with our survey and dashboard platform hosted through Qualtrics, our survey vendor of choice.
- Business Requirements Definition: Work closely with application teams to define, structure, and capture comprehensive business needs, translating them into robust technical solutions.
- Data Architecture Design: Design and build resilient data model architectures to support optimal data processing and standardized metric definitions across all customer touchpoints.
- Big Data Solutions: Enable big data and batch/real-time analytical solutions leveraging transformational technologies including Hadoop, HDFS, MapReduce, Hive, Spark, and Python to deliver innovative solutions while ensuring data quality and accuracy through intensive testing.
- Performance Optimization: Offer guidance to enhance competencies and drive efficiency in computing programs using our massive data ecosystem.
- Consumer Story Analysis: Power consumer story analysis and elaboration, design and development of software programs, and build automation tools that streamline our operations.
- Process Automation: Proactively identify and automate manual tasks to improve quality and operational efficiency across the team.
- Cross-Functional Collaboration: Work closely with partners from various business units to prioritize, define, develop, and test data for different use cases as part of our VoC end-to-end technique.
What We're Looking For
Essential Qualifications
To thrive in this role, you'll need to bring substantial hands-on experience and demonstrated expertise in the following areas:
- Big Data Technologies: Minimum 3 years of hands-on development experience with Hive/Hadoop, PySpark, Python, and Shell scripting languages
- Development Operations: Proven experience with development launch management and troubleshooting for data-driven projects
- Stakeholder Collaboration: Active collaboration with relationship managers and product owners to understand functional requirements and convert them into technical deliverables
- Agile Methodology: Familiarity with Agile delivery methodologies, with experience delivering small increments of products at regular intervals to business groups
- Technical Problem-Solving: Strong analytical skills with the ability to design innovative solutions to complex data challenges
Preferred Qualifications
While not required, the following qualifications would make you an even stronger candidate:
- Experience with cloud-based big data platforms and architectures
- Knowledge of Qualtrics survey platform and customer experience measurement tools
- Background in financial services or fintech industry
- Experience with real-time streaming data processing frameworks
- Understanding of machine learning integration with big data pipelines
Skills & Competencies for Success
Beyond technical expertise, we value candidates who demonstrate:
- Innovation Mindset: A proactive approach to identifying opportunities for improvement and implementing creative solutions
- Collaboration Spirit: Ability to work effectively across multiple teams and business units
- Attention to Detail: Commitment to data quality and accuracy through rigorous testing methodologies
- Communication Skills: Ability to translate complex technical concepts into clear business language
- Adaptability: Comfortable working in a fast-paced, evolving environment with changing priorities
Career Growth & Development Opportunities
At arenaflex, we're committed to helping our colleagues grow both personally and professionally. This position offers exceptional opportunities for:
- Technical Leadership: Develop leadership skills while mentoring junior team members
- Cross-Functional Exposure: Work with multiple business units and gain broad industry knowledge
- Innovation Projects: Lead initiatives that directly impact how we understand and serve our customers
- Continuous Learning: Access to extensive training programs, certifications, and educational assistance
- Career Advancement: Clear pathways to senior technical and management positions within the organization
Work Environment & Culture
We pride ourselves on creating an environment where every person is seen, heard, and feels like they belong. Our culture is built on:
- Integrity: We do the right thing, always, with the highest ethical standards
- Collaboration: We win together as a crew, supporting one another to achieve common goals
- Inclusivity: We celebrate diverse perspectives and create space for everyone to thrive
- Customer Focus: We're committed to delivering world-class experiences to our customers every day
Our flexible working model allows you to choose the arrangement that works best for you—whether that's fully remote, hybrid, or onsite—depending on your role and business needs.
Compensation & Benefits
We return to our colleagues and their families with blessings and programs that support their holistic well-being. This means we prioritize their physical, financial, and intellectual health through every stage of life. Our comprehensive benefits package includes:
- Competitive Base Salaries: Industry-leading compensation tailored to your experience and expertise
- Performance Bonuses: Incentive programs that reward your contributions to our success
- Financial Wellness: Robust retirement savings plans and financial planning resources
- Health & Wellness: Comprehensive health insurance coverage and access to wellness programs
- Paid Parental Leave: Generous family leave policies (location-dependent)
- On-Site Health Facilities: Free access to international on-site health centers staffed with medical professionals (location-dependent)
- Mental Health Support: Free and confidential counseling through our Healthy Minds program
- Education & Development: Extensive career development and tuition assistance opportunities
Join Our Crew
If you're passionate about data, customer experience, and making a meaningful impact, we invite you to join arenaflex and help us lead the way. This is more than just a job—it's an opportunity to be part of something bigger, to grow your career, and to contribute to a company that's redefining what it means to deliver exceptional customer service.
We believe in measuring colleagues on their contributions, management effectiveness, and impact. At arenaflex, every colleague has the opportunity to share in the enterprise's achievements. Together, we'll continue to win as a crew while maintaining our commitment to integrity and creating an environment where everyone belongs.
Ready to take the next step in your career? Apply now and become part of the arenaflex family!