Senior Customer Experience Transformation Consultant – Pre‑Sales Enablement, Journey Mapping, CX Innovation & Business Process Optimization

About arenaflex – Pioneering Digital Business Services

arenaflex is a global leader in digitally powered business services, helping the world’s most iconic brands streamline operations, enhance customer interactions, and drive sustainable growth. With a workforce of over 410,000 passionate professionals speaking more than 300 languages, arenaflex combines massive scale with local expertise to create a positive impact on communities, clients, and the environment. Our commitment to innovation, inclusivity, and continuous improvement makes arenaflex a dynamic place to build a career that matters.

Why Join arenaflex?

At arenaflex, we believe that our people are our greatest asset. We invest heavily in their development, well‑being, and future success. When you become part of the arenaflex family, you’ll enjoy:

• Paid Training: Comprehensive onboarding and ongoing skill‑building programs.
• Competitive Compensation: Market‑aligned salary packages with performance bonuses.
• Full Benefits Suite: Medical, dental, vision, 401(k) matching, and more.
• Generous Paid Time Off: Vacation, sick leave, and holidays to recharge.
• Wellness & Engagement: Programs that support mental, physical, and emotional health.
• Career Development: Clear pathways for advancement, mentorship, and cross‑functional mobility.
• Inclusive Culture: A vibrant, diverse workplace where every voice is heard.
• Remote Flexibility: 100 % work‑from‑home arrangement, with the technology and support you need to thrive.

Position Overview – Customer Experience Transformation Consultant

arenaflex is seeking an innovative, insight‑driven Customer Experience Transformation Consultant to elevate our client‑facing engagement strategies and pre‑sales initiatives. In this role, you will partner with sales, marketing, and delivery teams to design and execute assessments, journey‑mapping studies, mystery‑shopping programs, and other diagnostic tools that uncover actionable insights. Your recommendations will shape compelling proposals, showcase arenaflex’s capabilities, and drive measurable business outcomes for prospective and existing clients.

Key Responsibilities

• Pre‑Sales Collaboration: Work closely with sales and marketing to deliver solution demonstrations, craft persuasive proposals, and support bid‑winning activities.
• Specialized Assessments: Lead the design and execution of deep‑dive assessments that surface pain points, opportunities, and strategic gaps within prospect processes, functions, or customer journeys.
• Customer Journey Mapping: Conduct end‑to‑end journey analyses, pinpoint critical touchpoints, and develop improvement roadmaps that address people, process, and technology dimensions.
• Mystery Shopping & CX Testing: Design, implement, and evaluate mystery‑shopping initiatives to benchmark current experiences and identify enhancement opportunities.
• Data‑Driven Insight Generation: Analyze qualitative and quantitative feedback, synthesize findings, and translate them into clear, actionable recommendations aligned with arenaflex’s service and product portfolio.
• Cross‑Functional Benchmarking: Partner with internal experts to compare client/prospect practices against industry best practices, delivering strategic insights that drive competitive advantage.
• Facilitation & Co‑Innovation Workshops: Lead interactive sessions with clients and prospects to surface improvement ideas, align on business objectives, and co‑create transformation roadmaps.
• Transformation Narrative Development: Craft compelling stories that articulate the value of arenaflex’s solutions, tailored to each client’s unique challenges and goals.
• Independent Consulting Delivery: Own end‑to‑end consulting engagements, from kickoff through final presentation, ensuring high‑quality deliverables and client satisfaction.
• Performance Targets: Contribute to regional and global departmental goals related to benefit realization, revenue growth, and client success metrics.

Essential Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline.
• Minimum of 7 years of experience in customer experience management, process improvement, or consulting, with a proven track record in journey mapping and pre‑sales support.
• Strong analytical capabilities, including proficiency with data analysis tools (e.g., Excel, Power BI, Tableau, or similar).
• Demonstrated project management expertise and ability to lead cross‑functional teams to successful outcomes.
• Exceptional communication, interpersonal, and presentation skills, capable of influencing senior stakeholders.
• Hands‑on experience designing and implementing customized CX and pre‑sales strategies that drive measurable business impact.

Preferred Qualifications

• Certification in Customer Experience (CCXP) or a comparable credential.
• Experience with sales enablement platforms and methodologies (e.g., Salesforce, HubSpot, Challenger Sale).
• Bilingual or multilingual abilities, enhancing the ability to serve diverse global clients.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while drilling down into granular details.
• Customer‑Centric Mindset: Passion for understanding and improving the end‑user experience.
• Analytical Rigor: Comfort working with large data sets, extracting insights, and presenting them in a clear, compelling manner.
• Facilitation Excellence: Skilled at leading workshops, steering discussions, and achieving consensus.
• Change Management Acumen: Knowledge of how to drive adoption and sustain transformation initiatives.
• Technology Fluency: Familiarity with CX platforms (e.g., Qualtrics, Medallia), CRM systems, and digital analytics tools.
• Collaboration: Proven ability to partner effectively with sales, marketing, operations, and delivery teams.

Career Growth & Learning Opportunities

arenaflex is committed to your professional evolution. As a Customer Experience Transformation Consultant, you will have access to:

• Mentorship from senior CX leaders and industry experts.
• Rotational assignments across different regions and business units, expanding your global perspective.
• Funding for certifications, conferences, and advanced training programs.
• Clear promotion pathways toward senior consulting, practice leadership, or strategic account management roles.
• Opportunities to contribute to thought‑leadership content, webinars, and industry panels, positioning you as a recognized CX authority.

Compensation, Perks & Benefits

While specific salary details are tailored to experience and location, arenaflex offers a competitive total rewards package that includes:

• Base salary aligned with market benchmarks.
• Performance‑based bonuses tied to individual and team outcomes.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plan with employer matching contributions.
• Generous paid time off and holiday calendars.
• Wellness stipend, mental‑health resources, and employee assistance programs.
• Technology allowance and home‑office setup support for remote workers.
• Employee recognition programs that celebrate innovation and collaboration.

Our Culture & Work Environment

arenaflex fosters a culture where curiosity, collaboration, and inclusion thrive. Our employees enjoy:

• A supportive community that values diverse perspectives and encourages open dialogue.
• Regular virtual town halls, innovation challenges, and social events that keep remote teams connected.
• Access to cutting‑edge tools and platforms that empower you to deliver high‑impact solutions.
• A commitment to sustainability and corporate responsibility, allowing you to contribute to meaningful social initiatives.

Commitment to Equality

arenaflex is an Equal Opportunity Employer. We celebrate differences and are dedicated to creating an environment where every employee feels respected, valued, and empowered to achieve their full potential.

Ready to Transform Customer Experiences with arenaflex?

If you are a forward‑thinking consultant with a passion for delivering exceptional customer experiences and driving strategic growth, we want to hear from you. Join arenaflex and become a catalyst for change, helping world‑leading brands reimagine how they engage with their customers.

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