Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where innovation and collaboration drive success? If so, we invite you to join arenaflex as our Vice President of Customer Experience Transformation.
At arenaflex, we're committed to helping our customers thrive throughout life's moments. Our employee benefits and service solutions empower employees at our client companies to succeed both professionally and personally. As a key member of our team, you'll play a critical role in shaping our customer experience strategy, driving growth, and fostering a culture of customer-centricity.
**About arenaflex**
arenaflex is a Fortune 500 company and leading provider of employee benefits to companies worldwide. With a global presence, we're headquartered in Chattanooga, TN, and have international offices in Ireland, Poland, and the UK. Our significant operations in Portland, ME, and Baton Rouge, LA, plus over 35 US field offices, demonstrate our commitment to serving our customers and communities.
**Why Join arenaflex?**
* **Award-winning culture**: We prioritize inclusion and diversity, fostering a workplace where everyone thrives.
* **Performance-based incentive plans**: Our competitive compensation packages recognize and reward your achievements.
* **Comprehensive benefits**: Enjoy a generous PTO policy, mental health support, career advancement opportunities, and more.
* **Flexible work environments**: Balance your work and personal life with our flexible work arrangements.
* **Student loan repayment options**: We support your financial well-being and future goals.
* **Tuition reimbursement**: Pursue your education and professional development with our tuition reimbursement program.
**Job Summary**
As our Vice President of Customer Experience Transformation, you'll report directly to our Chief Experience Officer (CXO) and be accountable for delivering the intended differentiated value for arenaflex customers across our U.S.-based brands. You'll facilitate a culture of ownership of customer experience excellence throughout our company, leveraging customer data, enabling technologies, test and learns, and partnerships with stakeholders across arenaflex.
**Key Responsibilities**
* Partner with the CXO to develop and deploy the company's customer experience strategy, aligning with financial objectives and close partnership with fellow leaders across the arenaflex business.
* Lead the definition and maintenance of arenaflex's broad customer and partner personas, informed by an in-depth understanding of preferences and patterns in the arenaflex customer value chain.
* Develop an effective portfolio of customer experience insights and analytics, providing an integrated view of the customer and a 360-degree view of customer experience for each segment.
* Define, monitor, and report on the progress of customer experience initiatives to senior management, providing insights and strategic recommendations based on performance metrics.
* Utilize data analytics and customer feedback to identify pain points in the customer journey and collaborate to develop solutions that enhance service delivery and customer satisfaction.
* Champion the adoption of new technologies and digital tools that support a customer-centric culture across the enterprise.
* Drive experience change initiatives that foster a customer-first culture throughout the company, utilizing test and learn approaches where appropriate.
* Own and support customer-centric governance across the enterprise, voice of the customer, thoughtfully challenging and engaging other leaders to maintain and lead with an "outside-in" point of view and strategic mindset.
* Proactively inform all marketing and lead generation activities with voice of the customer, informed by segment analytics.
* Provide organization direction on unmet customer needs and future opportunities for customer value in arenaflex's marketplace offering.
**Requirements**
* Bachelor's degree required; advanced degree preferred.
* 10+ years of progressive customer experience leadership.
* Superior external customer focus and demonstrated results for ongoing enhancement of the customer experience.
* Expertise in empowering marketing strategy and customer experience with data-driven and actionable insights to enable objective, informed decisions.
* Strong knowledge of customer experience drivers that underpin profitable growth and retention.
* Demonstrated leadership qualities, including ability to build and establish strong, collaborative partnerships internally, externally, and at all levels.
* A high degree of leadership, strategic planning, and business acumen, with a track record of producing strong results, making effective decisions, and executing at both strategic and tactical levels as needed.
* Strong people management and change management skills.
* Superior oral and written communication, presentation, negotiation, and influencing skills across a diverse set of stakeholders from the front line to the executive team.
**What We Offer**
* **Competitive compensation**: A base salary range of $184,100.00-$348,000.00, with actual pay based on skill, geographical location, and experience.
* **Comprehensive benefits**: A portfolio of benefits and rewards that are competitive and comprehensive, including healthcare benefits, insurance benefits, performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not.
* **Career growth opportunities**: Join a dynamic organization with a strong commitment to employee development and advancement.
* **Flexible work environments**: Balance your work and personal life with our flexible work arrangements.
**How to Apply**
If you're a seasoned leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Visit our careers website at [careers.arenaflex.com/global/en/job/831494/VP-Customer-Experience-Transformation](http://careers.arenaflex.com/global/en/job/831494/VP-Customer-Experience-Transformation) to learn more and submit your application.
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