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

At arenaflex, we're on a mission to accelerate growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution, encompassing 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 Visionaries

We're seeking an experienced Customer Experience & Service Transformation Management Consultant to join our team of visionaries. As a key member of our team, you'll have the opportunity to work with clients across various industries, helping them optimize and transform their customer service solutions. If you're a strategic thinker with a passion for innovation, a strong understanding of customer support and contact centers, and a proven track record of delivering results, we want to hear from you.

About the Role

As a Customer Experience & Service Transformation Management Consultant at arenaflex, you'll be responsible for evaluating clients' current customer service offerings, identifying gaps, shaping vision, providing recommendations, and proposing strategic solutions that address their unique needs and business goals. You'll work closely with clients to define business cases, business and implementation roadmaps, and execute solutions that drive customer-centricity and business growth.

Key Responsibilities

* Evaluate clients' current customer service offerings, identify gaps, and shape vision for future growth

• Provide recommendations and propose strategic solutions that address clients' unique needs and business goals
• Define business cases, business and implementation roadmaps, and execute solutions that drive customer-centricity and business growth
• Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities to 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 and Location

As required for client support, you'll need to travel to client sites and arenaflex offices. You'll be based in one of our approved offices, with primary residency within 90 minutes of the office.

What We're Looking For

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

• 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 + Customer service process implementation + Contact forecasting and workforce management + Quality management + Center staffing and training + Technology support + IVR design and implementation + Digital customer service technology platforms/Call routing + Reporting metrics/KPIs + 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
• Hands-on experience with artificial intelligence, GenAI, and conversational design
• Experience in Products or Financial service Industries

What We Offer

* Competitive compensation and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Flexible work arrangements and work-life balance
• Opportunities to work with clients across various industries and geographies

Compensation

Compensation at arenaflex varies depending on a wide array of factors, including but not limited to the specific office location, role, skill set, and level of experience. For roles in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New York, or Washington, the annual salary range is as follows:

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

Benefits

arenaflex offers a comprehensive benefits package, including but not limited to:

• Medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Flexible work arrangements and work-life balance
• Access to cutting-edge technology and tools
• Opportunities for career growth and professional development

Diversity, Equity, and Inclusion

arenaflex is committed to diversity, equity, and inclusion. We believe that every individual has a unique perspective and contribution to make, and we strive to create an inclusive environment that values and respects all employees. We're an equal opportunity employer and welcome applications from diverse candidates.

How to Apply

If you're a strategic thinker with a passion for innovation, a strong understanding of customer support and contact centers, and a proven track record of delivering results, we want to hear from you. Please submit your application, including your resume and a cover letter, through our website.

Contact Us

If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you! Apply Job! Apply for this job