Senior Customer Experience Transformation Consultant – Pre‑Sales Enablement, Journey Mapping, CX Strategy & Innovation Leadership

About arenaflex

arenaflex is a global leader in digital business services, empowering the world’s most iconic brands to 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 unparalleled scale with deep local insight to create a force for good—supporting communities, clients, and the environment alike. Our commitment to innovation, inclusivity, and continuous learning makes arenaflex a dynamic place where talent thrives and ideas become reality.

Why Join arenaflex?

At arenaflex, you will be part of a vibrant, inclusive ecosystem that values creativity, collaboration, and personal well‑being. We invest heavily in employee development, offering paid training, competitive wages, comprehensive benefits (medical, dental, vision, 401(k) and more), generous paid time off, and a robust wellness and engagement program. Our flexible remote‑work policy ensures you can deliver world‑class results from anywhere, while still feeling connected to a supportive global community.

Role Overview

We are seeking an innovative and insightful Customer Experience Transformation Consultant to elevate arenaflex’s customer engagement strategies and pre‑sales initiatives. In this fully remote position, you will partner with sales, marketing, and cross‑functional teams to design and deliver high‑impact assessments, journey‑mapping studies, mystery‑shopping programs, and strategic recommendations that showcase arenaflex’s capabilities and drive new business opportunities.

Key Responsibilities

• Pre‑Sales Collaboration: Work closely with sales and marketing to provide solution demonstrations, craft compelling proposals, and act as a CX subject‑matter expert during client engagements.
• Specialized Assessments: Lead the design and execution of targeted assessments that uncover pain points, opportunities, and strategic gaps within prospect processes, functions, or customer journeys.
• Customer Journey Mapping: Conduct detailed journey‑mapping workshops to identify critical touchpoints, diagnose friction, and recommend improvements across people, processes, and technology.
• Mystery Shopping & CX Testing: Design, implement, and analyze mystery‑shopping initiatives that benchmark current experiences against best‑in‑class standards.
• Data‑Driven Insight Generation: Analyze feedback, survey data, and operational metrics to produce actionable insights and innovative recommendations aligned with arenaflex’s service portfolio.
• Benchmarking & Best‑Practice Research: Collaborate with cross‑functional teams to compare client/prospect practices against industry benchmarks, delivering clear opportunities for enhancement.
• Facilitation & Co‑Innovation Workshops: Lead interactive sessions with clients and prospects, surfacing improvement opportunities and aligning recommendations with business objectives.
• Transformation Narrative Development: Assist in crafting compelling transformation stories that articulate the value of arenaflex’s solutions for targeted accounts.
• Independent Consulting Delivery: Own end‑to‑end consulting engagements, from discovery through recommendation delivery, ensuring high‑quality outcomes and client satisfaction.
• Performance & Target Achievement: Contribute to regional and global departmental goals related to benefit realization, revenue growth, and client success.

Essential Qualifications

• Education: Bachelor’s degree in Business Administration, Marketing, Communication, or a related discipline.
• Experience: Minimum 7 years of hands‑on experience in customer experience management, process improvement, or consulting, with a proven track record in journey mapping and pre‑sales support.
• Analytical Expertise: Strong proficiency with data analysis tools (e.g., Excel, Power BI, Tableau) and the ability to translate complex data into clear, actionable insights.
• Project & Team Leadership: Demonstrated ability to manage multi‑disciplinary projects, lead cross‑functional teams, and deliver results on time and within scope.
• Communication Skills: Exceptional written and verbal communication, presentation, and storytelling abilities—capable of influencing senior stakeholders.
• Strategic Thinking: Experience designing and implementing tailored CX and pre‑sales strategies that drive measurable business outcomes.

Preferred Qualifications & Additional Assets

• Certification in Customer Experience (CCXP) or a related professional credential.
• Familiarity with sales enablement tools and methodologies (e.g., Salesforce, Seismic, Showpad).
• Bilingual or multilingual capabilities, especially in high‑growth markets.
• Background in digital transformation, AI‑enabled CX solutions, or omnichannel service design.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for end‑users and a relentless drive to improve their experience.
• Analytical Rigor: Ability to dissect processes, identify root causes, and propose data‑backed solutions.
• Facilitation Excellence: Skilled at leading workshops, co‑creation sessions, and stakeholder interviews.
• Strategic Storytelling: Craft compelling narratives that align arenaflex’s capabilities with client business goals.
• Adaptability: Thrive in a fast‑changing environment, balancing multiple priorities while maintaining high quality.
• Technology Savvy: Comfortable with CX platforms, CRM systems, and emerging digital tools that enhance service delivery.

Career Growth & Learning Opportunities

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

• Structured mentorship programs with senior CX leaders.
• Continuous learning pathways, including certifications, workshops, and e‑learning modules.
• Opportunities to lead high‑visibility projects that influence global CX strategy.
• Clear promotion tracks toward senior consulting, CX practice leadership, or regional CX director roles.
• Cross‑functional exposure to sales, marketing, technology, and operations, broadening your expertise.

Work Environment & Culture at arenaflex

Our culture is built on inclusion, collaboration, and innovation. Whether you are working from a home office, a co‑working space, or a local arenaflex hub, you will experience:

• A supportive community that celebrates diversity and encourages every voice to be heard.
• Regular virtual town halls, team‑building events, and knowledge‑sharing sessions.
• Flexibility to balance personal commitments with professional responsibilities.
• An environment where curiosity is rewarded, and new ideas are turned into actionable projects.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Market‑aligned base salary with performance‑based incentives.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plan (401(k) with company match).
• Generous paid time off, holidays, and parental leave.
• Paid training and professional development budgets.
• Wellness programs, including mental‑health resources and virtual fitness classes.
• Remote‑work stipend for home‑office setup and connectivity.

How to Apply

If you are ready to shape the future of customer experience, drive transformative pre‑sales initiatives, and join a global leader that values your expertise, we invite you to submit your application today.

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Join the arenaflex Family

At arenaflex, we believe that when employees feel valued, inspired, and supported, they bring their best selves to work every day. Our mission is to create a workplace where happiness, health, and creativity flourish. We foster a culture of inclusion and diversity where every individual is welcomed, respected, and empowered to succeed. Become part of a team that is not only shaping the future of CX but also making a positive impact on the world.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.