At arenaflex, we're committed to delivering exceptional customer experiences that drive business growth and loyalty. As a key member of our CX strategy team, the Experienced Customer Experience (CX) Manager will play a pivotal role in transforming our consumer experience across products and services. If you're passionate about human-centered design, customer obsession, and transformative experiences, we invite you to join our innovative team.
**About arenaflex**
arenaflex is a leading provider of innovative financial solutions, and we're proud to offer a diverse and inclusive culture where your skills, experience, and voice are valued. Our commitment to diversity and inclusion is reflected in our 8 Diversity Networks+, with over 60% of our workforce engaged. We believe that our individual perspectives are what make us truly great, and we're building a future where everyone can belong, connect, and turn ideals into action.
**Our Way of Working**
We're proud to offer you choice and flexibility. At arenaflex, our way of working allows you to have the option to work from home, near one of our Hubs, or come into one of our offices. Occasionally, you may be required to commute to our nearest office for in-person engagement activities such as business or team meetings, training, and culture events.
**Key Responsibilities**
As an Experienced Customer Experience (CX) Manager, you will:
* Leverage customer experience and service design knowledge and expertise in collaboration with stakeholders to explore, prioritize, plan, and develop end-to-end human-centered design solutions.
* Assess existing internal and external research insights and competitive intelligence.
* Conduct root cause analysis to identify themes, trends, and clusters.
* Synthesize data from multiple sources, including research findings, analytics, customer feedback, and ideation, to turn it into a clear direction.
* Independently or while guiding junior team members, plan, design, and conduct quantitative and qualitative research studies.
* Visualize complex systems, including service blueprints, journey or ecosystem maps, to identify and address pain points, gaps, and opportunities in the consumer experience.
* Proven ability to collaborate, build consensus, mentor, and coach other team members while simultaneously acting as a contributing member of a cross-functional team.
* Monitor customer experience trends and best practices across industries to maintain an objective outside-in perspective and implement appropriate practices at arenaflex.
* Participate in the identification and execution of internal cultural transformation activities that deepen CX acumen across the company.
* Develop and maintain in-depth knowledge around consumer experiences in our ecosystem of channels and form key relationships with associated stakeholders and leaders.
* Communicate data-driven insights, opportunities, and recommendations in a clear and compelling manner to gain stakeholder buy-in.
* Articulate and visualize the value of innovative, inspired, and simple but effective design concepts to demonstrate how they support arenaflex CX design principles through storytelling.
**Qualifications**
* Bachelor's degree (or 12 years of Customer Experience or Service Design experience in lieu of degree).
* 8+ years of experience in Customer Experience or Service Design.
* Experience with Design and/or Service Design Thinking methodology.
* Advanced experience with collaborative journey mapping and facilitating co-creation, participatory, or co-design workshops, whether in-person or remote.
* A successful background working directly with Marketing/Digital teams for the implementation of designs.
* Advanced experience in researching, uncovering insights, identifying opportunities, and collaboratively solutioning for the full range of the customer and service experience, end-to-end and surface-to-core.
* Advanced experience balancing brand, marketing, customer, service, and user experience with business needs and making trade-offs where appropriate.
**Desired Characteristics**
* Advanced degree.
* Customer Obsessed: The ability to build customer empathy in business partners and emotionally connect to the lives and realities of the people we serve.
* Transformative Designer: Hands-on experience designing holistic, omni-channel evidence and context-based consumer experiences. Ability to transform tasks into intuitive, accessible, and easy-to-use designs throughout the entire experience lifecycle, from the first-time consumer to the expert.
* Relentless Investigator: Demonstrated history of and apparent propensity to discern insights from a balanced view that includes qualitative and quantitative inputs. Ability to analyze complex data sets and leverage experience with customer research techniques.
* Storyteller: Skilled storyteller with the ability to share discoveries, influence business partners, and create enthusiasm for an idea or design. Ability to communicate insights and designs to others (Business Partners) through customer journeys, storyboards, prototypes, wireframes, infographics, and other materials.
* Ability to ask, as well as answer, meaningful and impactful questions.
* Creative problem-solving skills, a curious mind, and an enthusiastic work ethic with an intrinsic passion for developing exceptional consumer experiences.
* A passion for innovation and comfort collaboratively creating new research, design, and workshop co-creation methods and approaches.
**Compensation and Benefits**
The salary range for this position is $110,000.00 - $185,000.00 USD Annual, and is eligible for an annual bonus based on individual and company performance. Actual compensation offered within the posted salary range will be based upon work experience, skill level, or knowledge. Salaries are adjusted according to market in CA, NY Metro, and Seattle.
**Eligibility Requirements**
* You must be 18 years or older.
* You must have a high school diploma or equivalent.
* You must be willing to take a drug test, submit to a background investigation, and submit fingerprints as part of the onboarding process.
* You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
* New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months' time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months' time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don't meet the time in position or performance expectations).
* Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
**Our Commitment**
When you join us, you'll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives are what make us truly great. Through the power of our 8 Diversity Networks+, with more than 60% of our workforce engaged, you'll find community to connect with an opportunity to go beyond your passions.
**Reasonable Accommodation Notice**
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am - 5pm Monday to Friday, Central Standard Time.
**Apply Now**
Ready to join our innovative team and drive end-to-end consumer experience transformation? Apply now and take the first step towards an exciting career at arenaflex!