About arenaflex

Welcome to arenaflex, where we believe in the power of data to transform customer experiences and drive business excellence. As a global leader in delivering innovative solutions, arenaflex is committed to fostering an inclusive environment where every team member feels valued, heard, and empowered to contribute their unique perspectives. Our mission is simple: to provide world-class customer experiences while maintaining the highest standards of integrity and excellence.

At arenaflex, we recognize that our greatest asset is our people. We operate as one unified team, collectively working toward shared goals and celebrating achievements together. Our collaborative culture encourages cross-functional partnerships, continuous learning, and the pursuit of excellence in everything we do. Join us and become part of a dynamic organization that values innovation, integrity, and the relentless pursuit of customer satisfaction.

The Opportunity: Senior Voice of Customer Data Architect

We are seeking a talented and motivated Senior Voice of Customer Data Architect to join our Customer Listening Team within our Global Services Group. In this pivotal role, you will be instrumental in transforming and innovating our end-to-end Voice of the Customer (VoC) methodology. This position offers an exciting opportunity to work with cutting-edge big data technologies and play a critical role in shaping how we understand and act upon customer feedback across multiple business segments.

Our Customer Listening Team processes over 5 million customer surveys annually across our Consumer, Business, and Service Provider divisions. These surveys are conducted in over 10 languages and deployed in more than 20 countries worldwide. As our Senior Data Architect, you will help ensure that we capture, analyze, and leverage customer insights effectively to drive meaningful business improvements and deliver exceptional customer experiences.

Key Responsibilities

Architecture Development: Design and build robust data model architectures that support optimal data processing and standardized metric definitions across the Voice of Customer ecosystem.

Platform Enhancement: Assist in the development and maintenance of our new Voice of Customer platform, sourced from Cornerstone and integrated with our Survey and Dashboard platform through Qualtrics.

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 ensuring data quality and accuracy through intensive testing.

Business Alignment: Work closely with application teams to define, frame, and capture business requirements, translating them into technical deliverables that meet strategic objectives.

Data Platform Expertise: Develop deep knowledge of Voice of Customer methodologies and leverage this expertise to transform data within the Cornerstone Big Data Platform.

Performance Optimization: Provide guidance to enhance capabilities and drive efficiency in computing programs using the massive data ecosystem.

Automation Initiatives: Proactively identify and automate manual tasks to improve quality and operational efficiency across the team.

Cross-Functional Collaboration: Partner with colleagues from various business units to prioritize, define, develop, and test data for various use cases as part of the VoC end-to-end process.

Storytelling & Tools Development: Lead consumer story analysis and elaboration, design and develop software programs, and create automation tools that empower data-driven decision-making.

Essential Qualifications

Technical Expertise: Minimum 3+ years of hands-on development experience with Hive/Hadoop, PySpark, Python, Shell Scripting languages, along with development, launch management, and troubleshooting expertise for data-driven projects.

Agile Methodology: Familiarity with Agile delivery methodologies, including the ability to work in small increments and deliver value to business groups at regular intervals.

Stakeholder Collaboration: Demonstrated ability to collaborate effectively with relationship managers and product owners to understand functional requirements and convert them into technical deliverables.

Big Data Ecosystem: Strong understanding of big data technologies and their application in enterprise environments.

Communication Skills: Excellent verbal and written communication skills with the ability to translate complex technical concepts into business-friendly language.

Preferred Qualifications

Experience with Qualtrics survey platform implementation and integration

Knowledge of Cornerstone platform architecture

Background in customer experience analytics and VoC methodologies

Experience working in global, cross-functional teams across multiple regions

Understanding of real-time and batch processing frameworks

Knowledge of data governance and data quality best practices

Skills & Competencies Required for Success

Technical Proficiency: Deep expertise in big data technologies including Hadoop, HDFS, MapReduce, Hive, Spark, and Python is essential for this role.

Analytical Thinking: Strong analytical skills with the ability to interpret complex data sets and derive actionable insights.

Problem-Solving: Demonstrated ability to identify challenges and develop innovative solutions to address them.

Collaboration: Ability to work effectively with cross-functional teams and build strong relationships with stakeholders at all levels.

Adaptability: Comfortable working in a fast-paced, dynamic environment with evolving requirements.

Attention to Detail: Commitment to data quality and accuracy through rigorous testing and validation processes.

Career Growth & Learning Opportunities

At arenaflex, we are deeply invested in the professional development and growth of our team members. This role offers exceptional opportunities for career advancement within our organization. As part of our Customer Listening and Analytics team, you will gain exposure to:

Cutting-edge big data technologies and emerging analytics platforms

Global customer experience strategies across diverse markets

Cross-functional collaboration with senior leadership and business partners

Continuous learning through internal training programs and certifications

Mentorship from industry experts in data architecture and customer insights

Clear career progression paths toward senior technical and leadership positions

Work Environment & Culture

arenaflex fosters a supportive and inclusive work environment where every employee can thrive. We believe that diverse perspectives drive innovation and excellence. Our culture is built on mutual respect, open communication, and a shared commitment to customer success.

We offer flexible working arrangements including hybrid, onsite, or fully remote options depending on the role and business needs. Our collaborative workspaces are designed to encourage teamwork and creativity, while our virtual tools keep distributed teams connected and productive.

Compensation & Benefits

We value our colleagues and are committed to providing comprehensive benefits that support their holistic well-being. Our competitive total rewards package includes:

Competitive Base Salaries: Industry-competitive compensation tailored to your experience and expertise.

Performance Incentives: Annual bonus opportunities that reward individual and team achievements.

Financial Wellness: Robust retirement savings plans and resources for financial planning and well-being.

Health & Wellness: Comprehensive health insurance coverage including medical, dental, and vision plans.

Paid Time Off: Generous vacation and personal leave policies to support work-life balance.

Parental Leave: Supportive paid parental leave policies for new parents (varies by location).

Employee Assistance: Free, confidential counseling and mental health support through our Healthy Minds program.

Learning & Development: Access to extensive training programs, educational assistance, and career development resources.

Wellness Facilities: Free access to on-site health facilities staffed with medical professionals (location-dependent).

Join Our Team

Are you ready to make a meaningful impact? Are you passionate about leveraging data to drive exceptional customer experiences? If so, we invite you to join the arenaflex family and help us lead the way in customer-centric innovation.

At arenaflex, every colleague has the opportunity to contribute to our collective success. We win together as a team, and we are committed to upholding our core values while delivering on our promise to provide world-class customer experiences every single day. We do this with integrity, in an environment where every person is seen, heard, and feels like they belong.

Take the next step in your career and apply today. We look forward to welcoming you to our team!

Apply now and let's lead the way together!

Senior Voice of Customer Data Architect – Big Data Engineering & Analytics (Remote/Hybrid)