**Specialist, Customer Experience – Consumer Banking Performance Analyst & Process Improvement Partner at arenaflex**

Welcome to arenaflex – Shaping the Future of Consumer Banking

At arenaflex, we are redefining how everyday people interact with their finances. As a leading provider of innovative consumer banking solutions, we blend cutting‑edge technology with a deep commitment to service excellence. Our culture thrives on curiosity, collaboration, and continuous improvement. Joining our team means becoming part of a vibrant, inclusive community where every voice matters and every idea has the power to drive meaningful change.

Why This Role Matters

The Specialist, Customer Experience is the heartbeat of our Consumer Banking performance engine. You will partner with managers, quality leaders, and training professionals to uncover insights, close performance gaps, and elevate the overall customer journey. Your analytical expertise and coaching talent will directly influence compliance, quality, and delight for both internal teams and external customers.

Key Responsibilities – What You’ll Own Every Day

• Team Support & Leadership Backup: Step in for managers during absences, ensuring seamless operations and uninterrupted service delivery.
• Subject Matter Expertise: Serve as the go‑to authority on Consumer Banking processes, delivering formal and informal guidance to specialists, process owners, and stakeholder groups.
• Training & Upskilling: Design, deliver, and continuously refine training modules, refresher courses, and coaching sessions that reinforce best practices and adapt to business changes.
• Process Insight & Management: Monitor day‑to‑day workflow, identify bottlenecks, and recommend actionable adjustments to improve efficiency and compliance.
• Coaching & Feedback Loop: Provide timely, data‑driven coaching to associates, focusing on customer experience metrics, quality standards, and regulatory adherence.
• Project Collaboration: Participate in cross‑functional projects, process redesigns, and initiative roll‑outs that affect Consumer Banking operations.
• Documentation Excellence: Maintain accurate job aids, “genius” guides, SOPs, and process documentation to ensure knowledge consistency across the team.
• Peer Partnership: Work closely with fellow specialists to share ideas, exchange best practices, and collectively meet workload commitments.
• Root‑Cause Analysis & Troubleshooting: Perform detailed account reviews, data investigations, and root‑cause analyses of defects, escalating findings and recommendations to leadership.
• Risk Identification & Communication: Spot potential process gaps, risks, or compliance issues early, and communicate them clearly to managers and leadership teams.
• Continuous Improvement Advocacy: Collaborate with senior leaders to develop, test, and implement process improvements and control enhancements.
• Trend Reporting: Synthesize defect trends, develop action plans, deliver feedback to associates, and present insights to management.
• Special Projects: Take ownership of ad‑hoc initiatives and special assignments that advance the goals of the Customer Experience function.

Essential Qualifications – Your Foundation for Success

• Minimum 12 months of hands‑on experience within Consumer Banking environments.
• Clean performance record – not subject to any active corrective action (formal or final).
• Consistently meets or exceeds performance expectations in prior roles.
• At least 6 months in the current position, or for new hires, a minimum of 9 months of uninterrupted service with arenaflex.

Desired Characteristics & Technical Skills

• Policy & Procedure Mastery: Deep familiarity with arenaflex banking policies, procedures, and job aids.
• Microsoft Office Proficiency: Advanced skills in Excel (pivot tables, VLOOKUP, data visualisation), Word, and PowerPoint.
• Analytical Acumen: Ability to conduct trend analysis, spot patterns, and translate data into actionable insights.
• Exceptional Communication: Strong written and verbal abilities to draft professional updates, performance reminders, and stakeholder communications.
• Interpersonal Savvy: Skilled at delivering and receiving feedback across all organisational levels.
• Organisational Excellence: Proven capacity to juggle competing priorities, meet tight deadlines, and stay focused in high‑volume environments.
• Creative Problem‑Solving: Flexible mindset capable of generating innovative solutions and motivating team members.
• Coaching & Training Experience: Demonstrated success delivering one‑on‑one and group training sessions, and providing performance coaching.

Career Growth & Learning Opportunities at arenaflex

We're committed to investing in your professional development. As a Specialist, you will have access to:

• Structured mentorship programs that pair you with senior leaders in analytics and operations.
• Tuition reimbursement for relevant certifications (e.g., Six Sigma Green Belt, Certified Customer Experience Professional).
• Cross‑functional rotation opportunities to broaden your exposure to product development, risk management, and digital transformation initiatives.
• Regular workshops on advanced data analytics, storytelling with data, and emerging fintech trends.
• Clear promotion pathways – Outstanding performance can lead to roles such as Senior Process Analyst, Team Lead, or Manager of Customer Experience.

Work Environment & Culture – Life at arenaflex

Our workplace is built on a foundation of inclusion, empowerment, and collaboration. Highlights include:

• Diverse & Inclusive Community: Over 60% of our workforce participates in employee resource groups, fostering a sense of belonging for all backgrounds.
• Hybrid Flexibility: Choose the blend of remote and on‑site work that maximises your productivity and personal wellbeing.
• Innovation Labs: Participate in hackathons and idea‑incubation sessions that feed directly into our product roadmap.
• Recognition Programs: Monthly “Customer Champion” awards, peer‑recognition platforms, and performance‑based bonuses celebrate your contributions.
• Health & Wellness Benefits: Comprehensive medical, dental, and vision plans, mental‑health resources, fitness stipends, and paid time off.

Compensation, Perks & Benefits

We offer a competitive hourly wage ranging from $23.00 to $31.00 USD, aligned with experience and skill level. In addition, you will be eligible for:

• Annual performance‑based bonus tied to both individual achievements and arenaflex company results.
• Retirement savings plan with employer matching contributions.
• Paid parental leave, family‑care leave, and flexible scheduling options.
• Employee assistance program, tuition assistance, and continuous learning stipends.
• Access to cutting‑edge fintech tools and a modern tech stack to streamline your daily workflow.

Eligibility Requirements – What We Need From You

• Must be at least 18 years old and possess a high school diploma or equivalent.
• Willingness to undergo a drug test, background investigation, and fingerprinting during onboarding.
• Ability to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
• New hires (Levels 4‑7) must complete a minimum of 9 months continuous service before applying for other internal roles; subsequent internal mobility follows established tenure guidelines.
• Legal authorization to work in the United States – we do not sponsor employment visas now or in the future.

Our Commitment to Equal Opportunity

arenaflex is an equal‑opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We celebrate the differences that make each of us unique and believe that a diverse workforce fuels innovation.

Reasonable Accommodation

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you need an accommodation to apply for this role or to perform job duties, please let us know. Options may include alternative application formats, sign‑language interpreters, or specialized equipment. For assistance, contact our Career Support Line at 1‑866‑301‑5627 (Monday‑Friday, 8 am – 5 pm CST).

Ready to Make an Impact?

If you are passionate about driving excellence in consumer banking, love diving deep into data, and thrive in a collaborative, fast‑moving environment, we want to hear from you. Join arenaflex today and be part of a team that is reshaping the future of financial services while championing a culture where every employee can belong, grow, and succeed.

Apply Now – Your Next Career Chapter Starts Here!