Senior Customer Experience Insights & Strategy Analyst – Hybrid Aviation Data & Customer Advocacy Role at arenaflex
About arenaflex
Welcome to arenaflex, a forward-thinking global aviation organization on an ambitious mission to set the gold standard for air travel in our era. At arenaflex, our purpose stretches far beyond simply transporting passengers from one destination to another. We exist to Connect People and Unify the World, and we take that responsibility seriously. As a company that operates across hundreds of locations worldwide, serves millions of customers, and employs tens of thousands of dedicated professionals, we recognize our unique obligation to uplift the communities where we live, work, and fly. Achieving that vision requires a workforce as diverse, dynamic, and inclusive as the customers we serve.
Our growth trajectory is remarkable. In the years ahead, arenaflex will hire tens of thousands of new professionals across every department of the organization, from frontline operations to corporate strategy. Joining arenaflex means becoming part of a team that believes in your potential, invests in your development, and celebrates your contributions. Our careers come with competitive benefits designed to keep you healthy, fulfilled, and ready for your next adventure — including employee-led Business Resource Groups, world-class parental leave programs, retirement savings plans, and travel privileges that let you explore the world you help connect.
Are you ready to take flight with us?
The Opportunity: Customer Experience Analyst at arenaflex
At arenaflex, our customers sit at the heart of everything we do. To become the best airline in aviation history, we must deliver an unmatched customer experience — and that takes an entire team of passionate, customer-obsessed advocates. From our Contact Center to customer analytics, insights, innovation, and everything in between, the Customer Experience team at arenaflex works tirelessly to make our airline more customer-centric, more responsive, and more reliable than ever before.
We are seeking a talented, driven, and analytical professional to join our Customer Experience Insights team in a Chicago-based hybrid role. This position will require, on average, a few days per week in our downtown office, with the flexibility to work remotely for the remainder. The successful candidate will be a key contributor to a multi-phased insights and strategy function that supports a continuous cycle of analyzing, interpreting, taking action, and monitoring results across the customer journey.
Key Responsibilities
This is a role for someone who lives at the intersection of data, customer empathy, and strategic influence. You will help shape the way arenaflex understands, listens to, and responds to its customers, using insights to drive meaningful business decisions.
- Project Leadership: Effectively manage a portfolio of active customer insights projects, including post-flight surveys, in-app surveys, speech-to-text analytics initiatives, and other listening programs, ensuring every engagement is delivered on time, on budget, and at or above team member expectations.
- Data Analysis & Insight Generation: Analyze and synthesize insights from both structured and unstructured data sources, transforming complex findings into clear, actionable narratives that inform strategy and improve the customer experience.
- Cross-Functional Collaboration: Partner closely with internal teams across the business to review customer feedback and insights, propose changes for implementation, and take action on those that deliver a consistent, positive, and seamless experience for every arenaflex customer.
- Reporting & Stakeholder Communication: Schedule, maintain, and continuously refine trending reports and performance indicators for key business stakeholders who are ultimately accountable for addressing customer experience priorities and operational tasks.
- Data Extraction & Ad-Hoc Analysis: Extract data from a wide variety of internal and external sources for use in evaluations and predictive models; complete ad-hoc reporting and data analysis as business needs arise.
- Third-Party Vendor Management: Manage and collaborate with third-party analytics partners and platforms, ensuring that outputs align carefully with strategic initiatives and produce meaningful improvements to the customer experience.
- Strategic Influence: Influence both internal and external business partners using data-driven storytelling to support key strategic decisions across the organization.
What You Need to Succeed (Minimum Qualifications)
arenaflex values diverse experiences and perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the "preferred" qualifications can make for a stronger candidate, we enthusiastically welcome applicants who may not check every box — we are always looking for individuals who will bring something new to the table.
- Education: Bachelor's degree from an accredited institution.
- Experience: At least four years of professional experience in an analytical role such as evaluation, statistics, data science, data visualization, or another relevant quantitative field.
- Technical Proficiency: Expert-level knowledge of Microsoft Excel and PowerPoint, with the ability to build sophisticated models, dashboards, and presentations.
- Analytical Acumen: Outstanding analytical skills, including the ability to develop sound, defensible insights drawn from multiple data sources.
- Quantitative Tools: Hands-on expertise with quantitative analysis tools and querying relational databases, including SQL, SAS, or R.
- Executive Communication: Demonstrated ability to prepare and deliver executive-level presentations that clearly communicate complex findings to senior leadership.
- Personal Attributes: Strong initiative, self-motivation, and a sense of urgency; the ability to thrive in a fast-paced, evolving environment.
- Work Authorization: Must be legally authorized to work in the United States for any employer without sponsorship.
- Travel: Willingness to travel up to 10% as needed.
What Will Help You Stand Out (Preferred Qualifications)
- Advanced Education: Master's degree in a quantitative, analytical, or business-related field.
- Survey Design Expertise: Strong working knowledge of survey design, methodology, and program management best practices.
- Speech & Text Analytics: Hands-on experience with call recording analysis and text analytics tools and platforms.
- Visualization Tools: Proficiency with Tableau, Spotfire, or other advanced data visualization platforms.
- Advanced Analytics: Experience with machine learning techniques, predictive forecasting, or other advanced modeling approaches.
Compensation & Benefits
At arenaflex, we believe in rewarding talent with a comprehensive compensation and benefits package that supports your health, well-being, and future. The hiring salary range for this position is $32 to $40 per hour, commensurate with experience and qualifications. Beyond the base pay, our team members enjoy:
- Comprehensive Health Coverage: Medical, dental, vision, and wellness programs designed to keep you and your family healthy.
- Retirement Savings: A robust 401(k) plan with company matching to help you build long-term financial security.
- Parental Leave: World-class paid parental leave for new parents, including adoption and surrogacy support.
- Travel Privileges: Exclusive employee travel benefits that let you and your loved ones explore the world on arenaflex.
- Employee Resource Groups: Business Resource Groups led by and for our team members, fostering community, connection, and professional development.
- Learning & Development: Access to training programs, mentorship opportunities, and tuition assistance to help you grow your career.
- Hybrid Work Flexibility: A balanced hybrid schedule that combines the energy of in-office collaboration with the convenience of remote work.
Why arenaflex? Your Career, Your Impact, Your Adventure
Joining arenaflex means joining a team that is rewriting what it means to be an airline in the 21st century. You will be surrounded by passionate, curious, and talented professionals who care deeply about the work they do and the customers they serve. Every project you lead, every insight you uncover, and every recommendation you make will have a tangible impact on the experience of millions of customers around the globe.
Whether you are a seasoned analyst looking for your next challenge or a rising star ready to take the next big step in your career, arenaflex offers a workplace where your growth is supported, your voice is heard, and your contributions matter. We are committed to building a diverse and inclusive workforce that reflects the world we serve, and we welcome applicants from every background, identity, and life experience.
Ready to Take Flight With Us?
If you are passionate about turning data into action, obsessed with the customer experience, and excited by the opportunity to shape the future of global aviation, we want to hear from you. Bring your skills, your curiosity, and your unique perspective to arenaflex, and help us connect people, unify the world, and set a new standard for the industry.