Experience Architect, Digital Customer Journeys – Transforming End-to-End Customer Experiences at arenaflex
At arenaflex, we're on a mission to revolutionize the way organizations work by harnessing the power of innovative AI-enhanced technology. As a global market leader, we've been empowering over 8,100 customers, including 85% of the Fortune 500, to find smarter, faster, and better ways to work. But this is just the beginning of our journey. We're now seeking an experienced and visionary Experience Architect to lead and evolve our enterprise customer experience initiatives, transforming the end-to-end arenaflex customer experience.
About arenaflex
arenaflex is a global leader in providing intelligent cloud-based platforms that seamlessly connect people, systems, and processes. Our purpose is to make the world work better for everyone, and we're committed to driving innovation and excellence in everything we do. With a strong focus on customer success, we're dedicated to delivering exceptional experiences that meet the evolving needs of our customers.
Job Description
As an Experience Architect, Digital Customer Journeys, you'll be at the forefront of transforming the arenaflex customer experience. You'll be responsible for designing and maintaining service blueprints that map the full customer journey, shaping customer success offerings through human-centered service design, and facilitating conversations that align teams around the needs and expectations of our customers.
Key Responsibilities:
*
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 to 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 + Create low-fidelity prototypes or mock user flows to bring complex service ideas to life for feedback and iteration
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 + Partner with stakeholders in Customer Success, Product, Marketing, to enhance global delivery approaches to meet customer needs and business goals
Stakeholder Engagement:
+ Plan and lead design thinking and service design workshops with internal stakeholders to uncover pain points, map journeys, and ideate improvements. + Support socialization, organizational change, and enablement initiatives catalyzed by the customer experience transformation via business forums for communication
CX Governance & Standards:
+ Contribute to the development of frameworks, templates, and standards that support consistent and scalable customer experience practices.
Qualifications:
To be successful in this role, you'll have:
5+ years of experience
in UX architecture, service design, customer experience, or a related field
Deep understanding
of user experience and service design principles and 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
The ability to recommend trade-off decisions
between possible, desirable, and viable, which requires a good sense of what is technically feasible
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:
* Flexible work arrangements: We believe in flexibility and trust, offering a range of work personas to suit your needs.
- Equal opportunities: We're an equal opportunity employer, committed to diversity and inclusion in all aspects of our business.
- Accommodations: We strive to create an accessible and inclusive experience for all candidates, and we're happy to provide reasonable accommodations to support your application.
- Export control regulations: We're committed to complying with export control regulations, and we'll work with you to ensure that any necessary approvals are obtained.
How to Apply:
If you're a visionary Experience Architect with a passion for transforming customer experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [[email protected]](mailto:[email protected]). We can't wait to hear from you! Apply for this job