Experienced Full Stack Customer Experience Journey Strategist – Web & Cloud Application Development

Are you a creative and innovative professional with a passion for delivering exceptional customer experiences? Do you thrive in a collaborative environment where you can drive growth and loyalty for business customers? Look no further! arenaflex is seeking an experienced Full Stack Customer Experience Journey Strategist to join our growing Verizon Business Group's Customer Experience Team. As a key member of our team, you will play a critical role in enhancing great customer experiences for customer communications, leading communication strategies to manage the end-to-end CX for Business Markets and Global Enterprise and Public Sector.

About arenaflex

arenaflex is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes, anticipating, leading, and believing that listening is where learning begins. In crisis and in celebration, we come together – lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

What You'll Be Doing

As a Full Stack Customer Experience Journey Strategist, you will be responsible for owning a multitude of transactional comms templates to audit for completeness, accuracy, and brand compliance. You will build connected customer journeys and provide recommendations for improvements – to deliver positive results for NPS and drive growth/loyalty priorities for business customers. This individual will work closely with the database marketing team, and business stakeholders in CX/Product/Digital Ops/Sales and IT to implement plans for journey improvements and enhanced capabilities. Some of your key responsibilities will include:

• End-to-End Transactional Journey Work: Own the end-to-end transactional journey work, logic sequencing, and touchpoint strategy for transactional and other omnichannel communications for arenaflex customers.
• Customer Journey Mapping: Build, map, and analyze customer journeys, identifying gaps and implementing on planned recommendations to drive NPS and churn/growth goals for the CRM team.
• Transformation and Improvement: Drive transformation by leading design and flow improvements, incorporating customer data and business insights for a superior customer experience.
• Direct Marketing Best Practices: 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.
• Collaboration and Communication: 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.
• Cross-Functional Teamwork: 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

To be successful in this role, you will need to have:

• Bachelor's Degree or Equivalent: A Bachelor's degree or four or more years of work experience.
• Relevant Work Experience: Six or more years of relevant work experience.
• Marketing and Digital Marketing Experience: Experience in marketing and/or digital marketing to business customers.
• Program Delivery and Execution Experience: Experience in executing on marketing communications including Email, SMS, and/or Push Notifications.
• Program Delivery and Execution Experience: Program delivery and execution experience.

Even better if you have one or more of the following:

• AEM (Adobe Experience Manager) Experience: AEM (Adobe Experience Manager) experience.
• Agency Experience: Agency experience.
• Digital Marketing/Customer Experience Certification: Digital Marketing/Customer experience certification.
• Working Knowledge of Adobe, Marketo, Pega Tools: Working knowledge of Adobe, Marketo, Pega tools.

Where You'll Be Working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What We Offer

At arenaflex, 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. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. 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. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

Compensation and Benefits

If you are hired into a California, Colorado, Connecticut, Hawaii, Nevada, New York, Rhode Island, or Washington work location, the compensation range for this position is between $94,000.00 and $175,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive-based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

We Encourage You to Apply!

Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. Apply now and take the first step towards a fulfilling career with arenaflex! Apply for this job