Associate Director, Customer Experience & Product Insights – Value Portfolio Strategy & Consumer Research Leadership

Shape the Future of Wireless Value: Lead a High-Impact Insights Organization at arenaflex

Are you a seasoned insights leader with a passion for uncovering the stories hidden deep within consumer behavior? Do you thrive at the intersection of advanced research methodology, strategic brand development, and team leadership? If you are energized by the challenge of translating complex data into compelling narratives that move multi-million-dollar business decisions forward, arenaflex invites you to bring your expertise to one of the most dynamic portfolios in the wireless industry.

At arenaflex, we believe that connectivity is more than a service — it is a lifeline to the people, places, and possibilities that define modern life. Our purpose is to enrich lives by bridging the gap between individuals and premium wireless experiences that consistently meet and exceed expectations in both value and quality. We are committed to delivering seamless, reliable, and affordable wireless solutions that empower customers to focus on what truly matters, whether that is family, work, entertainment, or personal growth. Joining arenaflex means joining a team that is not just participating in the technology sector; we are actively reshaping how millions of people connect with the world around them.

Our Value portfolio is a sophisticated ecosystem of eleven distinct brands thoughtfully organized into five strategic families, each engineered to serve specific market segments and distribution channels. These brands collectively serve tens of millions of customers across owned retail, big-box partners, digital-first channels, authorized resellers, and government-supported programs. As the Associate Director of Customer and Product Insights, you will serve as a critical strategic voice across this entire ecosystem, ensuring that every customer-facing decision — from value proposition design to product positioning to experience optimization — is grounded in rigorous, empathetic, and actionable consumer intelligence.

Position Overview

The Associate Director of Customer and Product Insights is a senior leadership role responsible for directing the research and insights agenda that supports arenaflex’s Value portfolio of brands. Reporting to senior marketing leadership, you will own the end-to-end insights function: setting strategy, managing and developing talent, allocating resources, governing research budgets, partnering with vendors, and championing the voice of the consumer across every leadership forum in which business direction is set.

This role is not a back-office research position. It is a high-visibility, high-influence opportunity for an insights leader who can balance deep analytical rigor with executive-level storytelling. You will work alongside brand leaders, product managers, marketing strategists, analytics teams, and senior executives to ensure that insights drive measurable business outcomes across portfolio performance, customer acquisition, retention, and lifetime value.

Key Responsibilities

Strategic Research Leadership and Portfolio Stewardship

• Define, prioritize, and continuously refine the research roadmap across the Value portfolio, ensuring alignment with brand strategy, product roadmaps, and emerging business needs.
• Partner with brand and product leadership to translate strategic questions into well-structured research programs that deliver clarity and direction.
• Allocate resources across people, budget, and vendor partnerships to maximize the impact of every research investment.
• Monitor portfolio-level trends, customer shifts, and competitive movements to ensure the insights function stays ahead of business demand.

Team Leadership, Mentorship, and Talent Development

• Manage, mentor, and coach a team of insights professionals who are each focused on distinct workstreams across the portfolio.
• Set a high bar for research rigor, methodological discipline, and storytelling quality across all deliverables.
• Conduct hands-on research and insight storytelling when needed, particularly during team growth phases or critical inflection points for the business.
• Provide regular feedback, performance management, and professional development support to ensure each team member achieves meaningful impact and continues to grow.
• Promote a culture of curiosity, intellectual honesty, and continuous improvement across the team.

Vendor Management and Research Operations

• Oversee key vendor partnerships, ensuring the team consistently leverages best-in-class research methods, analytical capabilities, and emerging technologies.
• Manage research budgets efficiently, track spend against forecast, and identify opportunities for operational excellence.
• Negotiate scopes of work and ensure vendor deliverables meet arenaflex standards for quality, timeliness, and strategic value.

Cross-Functional Partnership and Influence

• Partner closely with Marketing Insights leads to build an integrated understanding of customers, prospects, and market dynamics.
• Forge relationships with adjacent insights, analytics, and competitive intelligence teams across the broader arenaflex organization to elevate total market understanding.
• Identify and pursue opportunities for greater efficiency in research spend, operating models, and shared methodologies across teams.
• Speak on behalf of the customer in arenaflex Value leadership forums, ensuring that critical insights and pain points are elevated and incorporated into both short-term execution and long-term strategic planning.
• Promote and train teams to engage with senior leadership as consumer champions, equipped to advocate confidently for the customer perspective.

What You Will Bring

Essential Qualifications

• Bachelor’s degree or four or more years of relevant professional work experience.
• Six or more years of relevant work experience in consumer insights, marketing research, customer experience research, or user experience research.
• Proven experience designing research programs spanning both qualitative and quantitative methods, with the ability to articulate the rationale behind methodological choices.
• Strong command of advanced quantitative methodologies, including MaxDiff, conjoint analysis, segmentation, cluster analysis, and Gabor-Granger.
• Experience with qualitative and user-centered design evaluative methods such as focus groups, in-depth interviews, diary studies, and ethnography.
• Demonstrated ability to synthesize data from multiple sources and translate findings into actionable customer insights and clear recommendations.

Preferred Qualifications

• Ten or more years of professional experience, with eight or more years specifically in Marketing, Customer Experience, or User Experience Insights.
• Four or more years of experience managing a team of three or more people.
• Experience providing insights to inform value proposition development.
• Experience leveraging secondary data, industry trends, and syndicated research to provide context for complex business scenarios.
• Experience coaching and advising multiple team members simultaneously to elevate the strategic quality of their insights.
• Ability to present insights through compelling narratives and establish credibility with senior leadership as a consumer champion.
• Marketing, CX, or UX research experience in the consumer or business wireless space.
• Self-starter mindset with the ability to identify stakeholders and quickly build credibility for the team.
• Demonstrated effective consultative skills and strong business acumen.
• Understanding of the telecommunications industry and its competitive dynamics.
• Extensive experience and genuine interest in consumer segmentation research.
• High degree of comfort using influence and persuasion cross-functionally.
• Experience operating in a fast-moving, rapidly evolving business environment.
• A track record of contributing to a culture of innovation by identifying, creating, and employing new and better ways of working.

If you meet the essential qualifications and bring even a subset of the preferred experiences, we strongly encourage you to apply. At arenaflex, we believe potential is just as valuable as a perfectly aligned resume.

Work Environment and Hybrid Structure

This is a hybrid role based in the United States. You will have a defined work location that includes work-from-home flexibility and a minimum of eight assigned office days per month, with three core in-office days each week (Tuesday, Wednesday, and Thursday). The remaining days offer the flexibility to work remotely. Our office environments are designed to foster collaboration, creativity, and connection — spaces where strategy is shaped, ideas are debated, and teams build the kind of trust that makes great work possible.

Career Growth and Development at arenaflex

At arenaflex, your career trajectory is not a ladder — it is a lattice, and we invest heavily in helping you navigate it. Senior leaders in our organization are expected not only to deliver results but also to actively cultivate the next generation of insights talent. You will have access to structured leadership development programs, executive coaching, cross-functional stretch assignments, and opportunities to represent the function at industry conferences and in cross-portfolio initiatives.

Our commitment to learning extends beyond formal programs. We encourage our insights leaders to pursue ongoing education in emerging methodologies — from AI-augmented qualitative analysis to behavioral economics — and we sponsor the certifications, conferences, and courses that help you stay at the cutting edge of consumer research. Whether you aspire to deepen your craft as a hands-on research strategist or to expand into broader general management, arenaflex provides the runway, sponsorship, and mentorship to support that journey.

Compensation, Benefits, and Rewards

arenaflex is committed to offering a total rewards package that reflects the value of the work you do and the life you live outside of work. Our benefits are designed to support your professional growth, financial security, and personal well-being. Depending on your work location, the compensation range for this position is competitive with senior-level insights roles in the market and is based on a full-time schedule. The salary reflects confirmed job-related skills, experience, and primary work location, and the position is incentive-based with the potential to earn additional compensation based on individual and business performance.

Our benefits package typically includes comprehensive health and wellness coverage, short-term and long-term incentive programs, a 401(k) savings plan with company match, stock incentive programs, paid time off, parental leave, adoption assistance, tuition assistance, and a wide range of additional perks designed to help you and your family thrive. For part-time team members, coverage and benefits vary based on individual circumstances, but our commitment to supporting every employee remains constant.

Our Commitment to Inclusion and Belonging

arenaflex is proud to be an equal opportunity employer. We celebrate the differences among our team members — including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status — because we know that diversity makes us stronger. We are committed to fostering a collaborative, inclusive environment that encourages authenticity and a sense of belonging for every employee. Our goal is for everyone to feel valued, connected, and empowered to reach their full potential and contribute their best work.

Why This Role, Why Now

The wireless industry is undergoing one of the most transformative periods in its history. Customer expectations are rising, competitive intensity is accelerating, and the lines between value and premium are being redrawn in real time. The brands within arenaflex’s Value portfolio sit at the center of this transformation, serving millions of customers who depend on us to deliver not just connectivity, but quality, affordability, and trust.

As Associate Director of Customer and Product Insights, you will be the person who ensures that the voice of these customers is not just heard — but acted upon at the highest levels of the organization. You will shape the questions that define our strategy, the methods that reveal the answers, and the stories that move leaders to act. If you are ready to lead a world-class insights function within one of the most dynamic portfolios in wireless, we want to hear from you.

How to Apply

If arenaflex and this role sound like the right fit for your skills, your ambition, and your values, we encourage you to apply today — even if you don’t meet every preferred qualification listed. We are looking for curious, courageous, and capable leaders who are excited by the opportunity to make a measurable impact. Join us, and help shape the future of how millions of customers connect with what matters most.