Experienced Customer Experience Journey Strategist Manager – Web & Cloud Application Development
At arenaflex, we're committed to delivering exceptional customer experiences that drive growth, loyalty, and satisfaction. As a leading provider of technology and communications services, we're constantly innovating and pushing the boundaries of what's possible. If you're passionate about creating seamless, intuitive experiences that leave a lasting impression, we want to hear from you.
Join our team at arenaflex
As a human network that reaches across the globe, we're dedicated to making a positive impact on our communities and the world at large. Our purpose-driven culture is built on the principles of listening, learning, and collaboration. We believe that everyone has a unique perspective to share, and we're committed to fostering an inclusive environment where everyone feels valued, connected, and empowered to reach their full potential.
About the Role
We're seeking an experienced Customer Experience Journey Strategist Manager to join our growing Verizon Business Group's Customer Experience Team. As a critical driver of our customer experience initiatives, you'll be responsible for developing and implementing strategic communication plans that enhance the overall customer experience for Business Markets and Global Enterprise and Public Sector. You'll work closely with cross-functional teams, including database marketing, business stakeholders, and creative partners, to design and deliver connected customer journeys that drive positive results for NPS and growth/loyalty priorities.
Key Responsibilities
* Own the end-to-end transactional journey work, logic sequencing, and touchpoint strategy for transactional and other omnichannel communications for VBG customers
- Build, map, and analyze customer journeys, identifying gaps and implementing on planned recommendations to drive NPS and churn/growth goals for the CRM team
- Drive transformation by leading design and flow improvements, incorporating customer data and business insights for a superior customer experience
- Possess understanding of direct marketing best practices across key tactics (email, direct mail, SMS, digital banners, and campaigns) to influence communication journeys from purchases, legal, and compliance events
- Work closely with agency and other creative partners in the design, build, and testing for emails, SMS, and other ad-hoc communications ensuring standards and system classifications are met aligned with future platform migration efforts
- Work across cross-functional teams in leading design thinking and brainstorming exercises to influence the overall CX comms blueprint and touchpoint strategy
What We're Looking For
* Bachelor's degree or four or more years of work experience
- Six or more years of relevant work experience
- Experience in marketing and/or digital marketing to business customers
- Experience in executing on marketing communications including Email, SMS, and/or Push Notifications
- Program delivery and execution experience
Nice to Have
* AEM (Adobe Experience Manager) experience
- Agency experience
- Digital Marketing/Customer experience certification
- Working knowledge of Adobe, Marketo, Pega tools
Work Environment and Culture
As a hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager. Our culture is built on the principles of collaboration, inclusivity, and empowerment. We're committed to creating a work environment that's flexible, supportive, and stimulating.
Benefits and Compensation
Our benefits are designed to help you move forward in your career and in areas of your life outside of arenaflex. From health and wellness benefits, short-term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance, and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package.
Equal Employment Opportunity
We're proud to be an equal opportunity employer and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At arenaflex, we know that diversity makes us stronger, and we're committed to creating a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging.
How to Apply
If you're passionate about creating exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for this role. We can't wait to hear from you!
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Learn More
For more information about arenaflex and our culture, please visit our website. We're excited to connect with you and explore how you can contribute to our mission of delivering exceptional customer experiences. Apply for this job