Experienced Customer Experience & Service Transformation Management Consultant – Drive Business Growth through Innovative Customer Service Solutions

At arenaflex, we accelerate growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology, and intelligence.

Join Our Team of Customer Experience Visionaries

We are seeking an experienced Customer Experience & Service Transformation Management Consultant to join our team at arenaflex. As a seasoned expert in customer support and contact centers, you will bring your expertise to help clients optimize and transform their customer service solutions. With a strong understanding of the software and technology that enables day-to-day operations, you will lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities to deliver optimal customer service experiences.

Key Responsibilities:

* Evaluate clients' current customer service offerings, identify gaps, shape vision, provide recommendations, and propose strategic solutions that address their unique needs and business goals

• Define business cases, business and implementation roadmaps, and execute solutions
• Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
• Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions
• Advise clients on ways to measure and improve their customer-centric metrics
• Lead change-management initiatives that drive adoption, ease implementation, and position clients' customer-service solutions for ongoing success
• Establish relationships with client stakeholders and build long-term partnerships for arenaflex
• Identify opportunities and drive business development efforts to build the arenaflex Consulting practice
• Manage and coach junior team members, and continue to grow your own expertise
• Contribute to perspectives and thought leadership to help arenaflex maintain its thought-leadership position

Travel:

As required for client support.

Location:

Primary residency within 90 minutes of an approved arenaflex office.

What We're Looking For:

* A minimum five (5) years of management consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field

• Solutioning and selling new ideas and proposals
• Incorporating experience design and analytics into customer service and support processes
• 3+ years of experience working with Cloud (SaaS) solutions and determining how they fit into a client's larger application ecosystem
• 3+ years of experience working with Customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.)
• 1+ years of experience working with Artificial intelligence and front-end digital platforms
• 3+ years of deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management

Bonus Points:

* Experience in evaluating benchmark data (e.g. customer, process, financial benchmarks); web/chat/email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing

• Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
• Have hands-on experience with artificial intelligence, GenAI, and conversational design
• Experience in Products or Financial service Industries

Compensation:

Compensation at arenaflex varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, arenaflex provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New York, or Washington as set forth below.

Role Location Annual Salary Range:

* California: $63,800 to $205,800

• Colorado: $63,800 to $177,800
• District of Columbia: $68,000 to $189,300
• Illinois: $59,100 to $177,800
• Minnesota: $63,800 to $177,800
• Maryland: $59,100 to $164,600
• New York: $59,100 to $205,800
• Washington: $68,000 to $189,300

Benefits:

arenaflex offers a comprehensive benefits package, including health insurance, retirement savings, and paid time off. For more information, please visit our website.

Diversity, Equity, and Inclusion:

arenaflex is committed to creating a diverse, equitable, and inclusive work environment. We believe that every individual has a unique perspective and contribution to make, and we strive to create a culture that values and celebrates these differences.

Equal Employment Opportunity Statement:

arenaflex is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation.

Accommodations:

arenaflex is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by arenaflex and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process.

Apply Now:

If you are a motivated and experienced professional looking to join a dynamic team of customer experience visionaries, please submit your application today. We look forward to hearing from you! Apply for this job