Senior Customer Experience Transformation Consultant – Pre-Sales Strategy, Journey Mapping & CX Innovation (Remote)

About arenaflex

At arenaflex, we believe that exceptional customer experience is the cornerstone of sustainable business growth. As a global leader in digitally powered business services, arenaflex partners with the world's most respected brands to reimagine how organizations connect with their customers. Our team of more than 410,000 passionate professionals, fluent in over 300 languages, combines cutting-edge technology with deep human insight to deliver measurable, transformative outcomes for our clients across every industry and continent.

Our culture is built on a simple promise: empower people to do meaningful work that makes a difference. Whether we're supporting a fast-growing startup or a Fortune 500 enterprise, we approach every engagement with curiosity, creativity, and an unwavering commitment to excellence. As an arenaflex team member, you'll join a global community that values innovation, celebrates diversity, and invests in the long-term success of every colleague.

Position Overview

arenaflex is seeking a strategic, customer-obsessed Senior Customer Experience Transformation Consultant to join our high-impact pre-sales and client solutions team. In this fully remote role, you will serve as a trusted advisor to prospective clients, helping them uncover hidden pain points, visualize transformative opportunities, and craft compelling narratives that demonstrate how arenaflex can elevate every dimension of their customer engagement strategy.

You will lead the design and delivery of targeted assessments, process analyses, benchmarking studies, customer journey mapping workshops, and mystery shopping programs. Your insights will directly shape the proposals and solutions we present to some of the most recognizable brands in the world. If you are a seasoned consulting professional with a passion for CX innovation and a talent for turning complex business challenges into clear, actionable strategies, we want to hear from you.

Key Responsibilities

Pre-Sales Strategy & Client Engagement

• Partner closely with arenaflex sales and marketing leadership to deliver exceptional pre-sales support, including live solution demonstrations, tailored proposal preparation, and executive-level presentations.
• Lead the design and facilitation of specialized assessments that surface critical pain points and untapped opportunities within a prospect's targeted process, business function, or customer journey.
• Conduct in-depth customer journey mapping sessions to identify key touchpoints, friction areas, and high-value moments of truth, then translate findings into clear recommendations across people, process, and technology.
• Design and execute mystery shopping and CX evaluation programs that benchmark current-state performance and illuminate pathways for measurable improvement.
• Analyze qualitative and quantitative customer feedback, synthesize actionable insights, and recommend innovations aligned to arenaflex's service and product portfolio.
• Collaborate with cross-functional teams to benchmark existing client and prospect practices, customer experience strategies, and operating models—then deliver clear, prioritized recommendations for improvement.
• Lead interactive workshops, co-innovation sessions, and executive design sprints with clients and prospects to surface opportunities for transformation and align recommendations to targeted business objectives.
• Contribute to the creation and ongoing refinement of arenaflex's transformation and solutions narrative, ensuring consistency and impact across all client-facing materials.
• Deliver client-facing consulting engagements and assessments independently, managing scope, timeline, and stakeholder expectations with confidence and professionalism.
• Partner with regional and global leadership to achieve departmental targets tied to benefit realization, client satisfaction, and new business growth.

Essential Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a closely related discipline.
• Minimum of seven (7) years of progressive experience in customer experience management, process improvement, or management consulting, including hands-on roles focused on customer journey mapping and pre-sales support.
• Strong analytical skills with proven proficiency in data analysis tools and the ability to translate complex data into compelling stories and recommendations.
• Demonstrated success managing complex projects and leading cross-functional teams in fast-paced, client-facing environments.
• Exceptional communication, interpersonal, and presentation skills, with the ability to influence stakeholders at all levels—from frontline operators to C-suite executives.
• Track record of designing and implementing tailored customer experience and pre-sales strategies that deliver measurable business outcomes.

Preferred Qualifications

• Professional certification such as Certified Customer Experience Professional (CCXP) or equivalent credential in a related field.
• Experience with modern sales enablement tools, methodologies, and platforms.
• Bilingual or multilingual abilities are highly advantageous, reflecting arenaflex's global reach and diverse client base.

Core Skills and Competencies

• Strategic Thinking: Ability to connect the dots between customer insights, business goals, and operational realities to design solutions that stick.
• Consultative Influence: Skilled at building trust, asking the right questions, and guiding clients toward bold yet practical decisions.
• Storytelling & Communication: Outstanding written and verbal communication skills, with a flair for turning data into narratives that inspire action.
• Analytical Rigor: Comfortable working with both qualitative and quantitative data, identifying patterns, and drawing defensible conclusions.
• Workshop Facilitation: Proven ability to design and lead engaging in-person and virtual sessions with diverse audiences.
• Adaptability & Resilience: Thrives in a dynamic, fast-evolving environment with shifting priorities and global stakeholders.
• Collaboration: A natural team player who builds bridges across functions, geographies, and seniority levels.

Career Growth & Learning Opportunities at arenaflex

At arenaflex, your career trajectory is yours to shape. We are deeply committed to continuous learning, professional development, and internal mobility. As a Senior Customer Experience Transformation Consultant, you will have access to world-class training programs, mentorship from industry leaders, and opportunities to grow into roles such as Principal Consultant, Practice Lead, or Director of Customer Strategy. Whether you aspire to deepen your consulting expertise, expand into global program leadership, or specialize in emerging CX technologies, arenaflex provides the platform, resources, and encouragement to help you get there.

Our Work Environment & Culture

arenaflex is more than a workplace—it's a global community united by shared values and a passion for making a difference. We celebrate inclusion and diversity in all forms, believing that a wide range of perspectives fuels better ideas and stronger outcomes. Our culture is collaborative, innovative, and energizing. We recognize that when our people thrive, our clients thrive, and our communities benefit.

This position is 100% remote, giving you the flexibility to work from anywhere while staying deeply connected to your team through regular virtual collaboration, team-building events, and in-person meetups. You'll enjoy a vibrant, supportive environment that fosters creativity, celebrates wins, and encourages bold thinking.

Compensation, Perks & Benefits

arenaflex offers a comprehensive and competitive rewards package designed to support your professional and personal well-being, including:

• Paid training and onboarding to set you up for long-term success
• Competitive base compensation with performance-based incentives
• Full benefits package, including medical, dental, vision, and 401(k) retirement savings plan
• Generous paid time off and holiday schedule
• Comprehensive employee wellness and engagement programs
• Robust opportunities for career development, mentorship, and professional growth
• A vibrant, inclusive, and innovative work environment that values your unique contributions
• Flexibility with remote work arrangements

Equal Opportunity Employer

arenaflex is proud to be an equal opportunity employer. We are committed to creating a workplace where every individual feels valued, respected, and empowered to bring their authentic self to work. We celebrate diversity and welcome applications from candidates of all backgrounds, identities, and experiences.

Ready to Shape the Future of Customer Experience?

If you are a strategic thinker, a compelling communicator, and a passionate advocate for customer-centric transformation, we invite you to join arenaflex and help us shape the future of customer experience on a global stage. Bring your expertise, your curiosity, and your drive—and let's build something extraordinary together. Apply today and take the next bold step in your career with arenaflex.