Experience Architect, Digital Customer Journeys at arenaflex

Transform the End-to-End Customer Experience with arenaflex

Imagine a world where technology and human connection seamlessly blend to create unforgettable experiences. At arenaflex, we're on a mission to make this vision a reality. As an Experience Architect, Digital Customer Journeys, you'll be at the forefront of revolutionizing the way our customers interact with our platform. Join us on this exciting journey and help shape the future of customer experience.

About arenaflex

arenaflex is a global market leader in innovative AI-enhanced technology, serving over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform connects people, systems, and processes, empowering organizations to work smarter, faster, and better. With a strong commitment to making the world work better for everyone, we're constantly pushing the boundaries of what's possible.

The Role

As an Experience Architect, Digital Customer Journeys, you'll lead and evolve enterprise customer experience initiatives, driving transformative change across the end-to-end arenaflex customer experience. Your expertise will be instrumental in designing and maintaining service blueprints, shaping customer success offerings through human-centered service design, and facilitating conversations that align teams around customer needs and expectations.

Key Responsibilities:

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Build and Maintain Service Blueprints:

Partner with cross-functional teams to develop, document, and maintain service blueprints that visualize customer touchpoints, frontstage and backstage processes, and support systems across the customer lifecycle.

Collaborate with Strategy, Product Management, Engineering, and Business Stakeholders:

Translate the blueprint into activation strategies and plans that span digital and human touchpoints across the end-to-end arenaflex customer experience.

Create Storyboards and Experience Visualizations:

Translate insights and hypothesis into low- to high-fidelity concepts to be utilized for validating experiences via qualitative research sessions.

Service Design for Customer Success:

Lead the design of differentiated success experiences for arenaflex Customers and Teams by intentionally designing the service aspect of our Customer Success offering.

Stakeholder Engagement:

Plan and lead design thinking and service design workshops with internal stakeholders to uncover pain points, map journeys, and ideate improvements.

CX Governance & Standards:

Contribute to the development of frameworks, templates, and standards that support consistent and scalable customer experience practices.

Qualifications:

To succeed in this role, you'll need:

5+ years of experience

in UX architecture, service design, customer experience, or a related field

Deep understanding

of user experience and service design principles, systems thinking, information architecture, and visual communication

Demonstrable experience

and a representative portfolio of creating and managing service blueprints and journey maps

Executive presence

and the ability to tell inspiring and compelling stories to diverse audiences, trustworthy in delivering on your commitments

Confident leading through influence

, with innate ability to meet stakeholders where they are and bring them along through changes and product evolution

Proficient in tools

such as Miro, Figma, Lucidchart, Adobe XD, or equivalent

Bachelor's or Master's degree

in UX Design, Service Design, HCI, or related field (or equivalent experience)

What We Offer:

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Flexible work arrangements:

We believe in trust and flexibility, offering a range of work personas to suit your needs.

Equal opportunity employer:

We're committed to creating an inclusive and accessible experience for all candidates and employees.

Competitive compensation and benefits:

We offer a comprehensive package that includes competitive salary, benefits, and perks.

Career growth opportunities:

arenaflex is a dynamic and rapidly growing company, offering numerous opportunities for professional growth and development.

Learning and development benefits:

We invest in our employees' growth, providing access to training, mentorship, and professional development opportunities.

How to Apply:

If you're passionate about transforming the customer experience and want to join a dynamic team of innovators, apply now! Visit our careers page to submit your application and join the arenaflex team. Apply to this job We can't wait to hear from you! Apply for this job