Experienced Customer Experience Transformation Consultant – Digital Business Services and Customer Engagement Strategy Development

Introduction to arenaflex

arenaflex is a global, digital business services company that delivers the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways. With a global scale and local presence, arenaflex is a force of good in supporting communities, clients, and the environment. Our team of over 410,000 inspired and passionate people, speaking more than 300 languages, is dedicated to making a positive impact. At arenaflex, we believe in fostering innovation, collaboration, and inclusivity, creating a vibrant work environment that supports the well-being and growth of our employees.

Job Purpose

arenaflex is seeking an innovative and insightful Customer Experience Transformation Consultant to elevate our customer engagement strategies and pre-sales efforts. As a key member of our team, you will support the delivery of pivotal pre-sales initiatives, providing critical insights and solutions recommendations to capture client attention and highlight key arenaflex services and capabilities. This is a 100% remote work opportunity, offering the flexibility to work from the comfort of your own home.

Key Responsibilities

In this role, you will be responsible for:

• Collaborating with sales and marketing teams to provide pre-sales support, including solution demonstrations and proposal preparations.
• Leading and designing specialized assessments to surface pain-points and opportunities within targeted processes, functions, or customer journeys.
• Conducting detailed customer journey mapping to identify key touchpoints and opportunities for improvement, providing recommendations across people, process, and technology.
• Designing and executing CX/Mystery shopping initiatives to assess and improve the customer experience.
• Analyzing customer feedback, generating insights, and recommending improvements or innovations based on arenaflex's service and product offerings.
• Working closely with cross-functional teams to benchmark existing client/prospect practices, customer experience strategies, and operating models, providing insights and opportunities for improvement.
• Leading workshops and co-innovation sessions with clients and prospects to surface opportunities for improvement and recommended actions aligned to targeted business objectives.
• Assisting in the creation and development of a transformation/solutions narrative for targeted clients and prospects.
• Delivering client-facing consulting engagements/assessments independently.
• Assisting in achieving regional and global departmental targets related to benefit realization.

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in Business Administration, Marketing, Communication, or a related field.
• A minimum of 7 years of experience in customer experience management, process improvement, consulting, including roles focused on customer journey mapping and pre-sales support.
• Strong analytical skills with proficiency in data analysis tools.
• Demonstrated ability to effectively manage projects and lead cross-functional teams.
• Excellent communication, interpersonal, and presentation skills.
• Experience in designing and implementing tailored customer experience and pre-sales strategies.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Certification in Customer Experience (CCXP) or a related field.
• Experience with sales enablement tools and methodologies.
• Bilingual abilities are highly advantageous.

Skills and Competencies

To excel in this role, you will need to possess:

• Strong problem-solving and analytical skills, with the ability to think creatively and outside the box.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Ability to work independently and as part of a team, with a strong focus on collaboration and teamwork.
• Strong business acumen, with a deep understanding of the digital business services industry and the needs of our clients.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Customer Experience Transformation Consultant, you will have access to a range of training and development opportunities, including:

• Paid training and professional development programs.
• Opportunities for career advancement and professional growth.
• A vibrant, inclusive work environment that fosters innovation and collaboration.
• Flexibility with remote work options, allowing you to work from the comfort of your own home.

Work Environment and Company Culture

At arenaflex, we believe in creating a work environment that is conducive to happiness and a healthy work-life balance. Our company culture is built on the principles of inclusivity, diversity, and respect, and we are committed to creating a workplace where everyone feels welcome and valued. As an employee of arenaflex, you can expect:

• A competitive salary and benefits package, including paid time off, medical, dental, and vision insurance, and a 401k plan.
• A dynamic and supportive work environment, with a focus on collaboration and teamwork.
• Opportunities for professional growth and development, including training and development programs.
• A healthy work-life balance, with flexibility to work from home and prioritize your well-being.

Compensation, Perks, and Benefits

As a Customer Experience Transformation Consultant at arenaflex, you can expect a competitive salary and benefits package, including:

• Paid training and professional development programs.
• Competitive wages and benefits, including medical, dental, and vision insurance, and a 401k plan.
• Paid time off and flexible work arrangements, allowing you to prioritize your well-being and work-life balance.
• Opportunities for career advancement and professional growth, including training and development programs.
• A dynamic and supportive work environment, with a focus on collaboration and teamwork.

Conclusion

If you are a motivated and experienced customer experience professional, looking for a new challenge and opportunity to grow your career, we encourage you to apply for this exciting role at arenaflex. As a Customer Experience Transformation Consultant, you will have the opportunity to work with a global, digital business services company, delivering innovative solutions and services to clients around the world. With a competitive salary and benefits package, opportunities for professional growth and development, and a dynamic and supportive work environment, this is an opportunity not to be missed. Apply today and join the arenaflex team!