Senior Manager – Customer & Brand Strategic Insights Leader – Data‑Driven Market Research & Loyalty Optimization

About arenaflex – Pioneering the Future of Payments and Customer Experience

At arenaflex, we believe that the right backing—whether it’s innovative technology, insightful data, or a supportive community—empowers people and businesses to achieve extraordinary progress. As a global leader in payment solutions, financial services, and customer‑centric technology, arenaflex serves millions of consumers, merchants, and partners worldwide. Our mission is to deliver the world’s best customer experience every day, built on a foundation of integrity, inclusion, and relentless innovation.

Joining Team arenaflex means becoming part of a diverse, collaborative network of professionals who are passionate about shaping the future of commerce. We invest heavily in our people, offering flexible work models, continuous learning opportunities, and a benefits portfolio that supports physical, financial, and mental well‑being. If you thrive in an environment where data meets storytelling, and where strategic insights drive real business impact, this role is your next career milestone.

Role Overview – Senior Manager, Customer and Brand Strategic Insights

As the Senior Manager of Customer and Brand Strategic Insights within the Global Brand Strategy and Insights (GBSI) Measurement Insights team, you will act as a strategic consultant and research champion. Leveraging both primary and secondary data sources, you will uncover deep customer insights that shape brand strategy, enhance loyalty, and fuel growth across Consumer, Global Commercial, and International card and banking segments.

This position sits at the intersection of analytics, storytelling, and business strategy. You will partner with senior leaders, marketing teams, and cross‑functional partners to translate complex data into actionable recommendations that drive measurable outcomes.

Key Responsibilities

• Customer Satisfaction Measurement: Design, implement, and analyze NPS, OSAT, and other satisfaction metrics, linking results to tangible business outcomes and closing the feedback‑to‑retention loop.
• Enterprise Knowledge Expansion: Augment arenaflex’s proprietary data with syndicated and publicly available datasets, creating a comprehensive view of market trends and competitor benchmarks.
• Custom Research Initiatives: Commission and oversee bespoke research projects that identify growth opportunities, improve customer experiences, and deepen loyalty across strategic segments.
• Strategic Partnership: Collaborate closely with Strategy and Planning teams to embed customer insights into decision‑making, investment prioritization, and product roadmaps.
• Agency Management: Lead external research agency relationships, ensuring high‑quality deliverables, cost efficiency, and adherence to timelines.
• Innovation Leadership: Champion new research methodologies, operational efficiencies, and technology‑enabled approaches to continuously elevate insight generation.
• Insight Communication: Produce compelling reports, presentations, and storytelling assets that translate data into clear, actionable business recommendations.
• Cross‑Functional Influence: Build strong relationships with stakeholders across marketing, product, finance, and operations to drive consensus and execution of insight‑driven initiatives.

Essential Qualifications

• Minimum Bachelor’s degree in Marketing, Business, Statistics, Psychology, or a related field.
• At least 7 years of experience in consumer insights, market research, or related analytics roles.
• Demonstrated ability to design, manage, and analyze complex strategic research projects, including quantitative, qualitative, and experimental methods.
• Proficiency in selecting appropriate research techniques (e.g., segmentation, conjoint analysis, max‑diff, forced exposure) and defending methodological choices to senior stakeholders.
• Strong consultative approach: translate business challenges into researchable questions and prioritize information needs effectively.
• Exceptional written and verbal communication skills, with a talent for storytelling that turns data into compelling narratives.
• Advanced analytical skills using Excel, PowerPoint, and statistical software (e.g., SPSS, R, SAS) for significance testing, clustering, regression, and driver modeling.
• Proven leadership behaviors: adaptability, conflict resolution, proactive problem‑solving, and the ability to lead complex, interdependent initiatives.
• Experience managing research agency partners, ensuring quality, accuracy, and timely delivery of insights.

Preferred Qualifications

• Post‑graduate degree in Marketing, Market Research, Statistics, or a related discipline.
• Blend of agency‑side and client‑side experience, offering a holistic perspective on research delivery.
• Hands‑on experience managing large‑scale global tracking studies such as NPS or OSAT programs.
• Familiarity with data visualization tools such as Qualtrics, Tableau, or Power BI.
• Exposure to financial services or payments industry dynamics, enhancing contextual relevance of insights.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate market shifts, and align research initiatives with long‑term business goals.
• Analytical Rigor: Deep comfort with statistical analysis, data interpretation, and translating findings into actionable recommendations.
• Storytelling & Presentation: Crafting clear, persuasive narratives that resonate with both technical and non‑technical audiences.
• Collaboration & Influence: Building trust with cross‑functional partners, navigating complex stakeholder landscapes, and driving consensus.
• Project Management: Managing multiple research projects simultaneously, maintaining timelines, budgets, and quality standards.
• Innovation Mindset: Continuously seeking new research methodologies, technologies, and processes to improve insight generation.

Career Growth & Learning Opportunities

arenaflex is committed to your professional development. As a senior leader, you will have access to:

• arenaflex Marketing U: A dedicated learning platform offering courses, workshops, and mentorship programs tailored for marketers and insight professionals.
• Cross‑Functional Rotations: Opportunities to work with product, finance, and digital teams, broadening your business acumen.
• Leadership Development: Executive coaching, leadership labs, and sponsorship programs designed to accelerate your path to senior leadership.
• Industry Conferences & Certifications: Support for attending leading research and analytics conferences, as well as pursuing certifications such as ESOMAR or Market Research Society credentials.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that reflects the value you bring to the organization:

• Base salary range: $80,000 – $155,000 annually, commensurate with experience, location, and performance.
• Performance‑based annual bonus and incentive programs.
• Comprehensive health, dental, vision, life, and disability insurance plans.
• Retirement savings plan with a 6% company match.
• Financial wellness resources, including free financial coaching and education.
• Generous paid parental leave (up to 20 weeks) for all parents, regardless of gender.
• Flexible work model: hybrid, onsite, or fully remote options based on role and business needs.
• Access to global wellness centers, on‑site medical staff, and confidential counseling through the Healthy Minds program.
• Paid time off, holidays, and additional wellness days to support work‑life balance.
• Employee assistance programs, employee resource groups, and inclusive community initiatives.

Culture & Work Environment at arenaflex

Our culture is built on three pillars: Backed, Belonging, and Bold.

• Backed: We provide the tools, resources, and support you need to succeed—whether that’s cutting‑edge analytics platforms, mentorship, or flexible scheduling.
• Belonging: Diversity, equity, and inclusion are at the heart of arenaflex. Every voice is heard, respected, and celebrated.
• Bold: We encourage risk‑taking, innovative thinking, and challenging the status quo to drive meaningful change for our customers and the industry.

Our arenaflex Flex working model ensures you can tailor your work environment to your personal preferences while staying connected to the collaborative spirit that defines our brand.

Application Process & Next Steps

If you are ready to lead strategic insight initiatives that shape the future of payments and customer experience, we want to hear from you. Bring your expertise, curiosity, and passion for data‑driven storytelling to arenaflex and help us continue to back the world’s most ambitious businesses and consumers.

Apply today and start a career where your insights make a tangible impact every day.

Apply Job!