**Experienced Full Stack Customer Experience Lead – Voice of the Customer Insights and Strategy Development**

At arenaflex, we're not just building products – we're revolutionizing industries with our innovative approach to customer experience. Our diverse team of experts is dedicated to creating a better world, and we're looking for a talented individual to join our arenaflex Retail Online Voice of the Customer (VOC) team. As a key member of our team, you'll play a crucial role in defining the digital shopping experience for our customers worldwide. **About arenaflex** arenaflex is a global leader in innovation, known for our commitment to customer-centricity and our dedication to making a positive impact on the world. Our team is passionate about creating products and experiences that inspire and delight our customers. We're proud of our diverse and inclusive culture, and we're committed to fostering a workplace where everyone feels valued and empowered to contribute their best work. **Join the arenaflex Retail Online Voice of the Customer Team** As a Voice of the Customer Lead, you'll be responsible for identifying and prioritizing key customer experience improvement opportunities across Japan. You'll work closely with our Insights, Analytics, Customer Care, and other partner teams to gather customer feedback data and develop strategies to enhance the customer experience. Your expertise will be invaluable in helping us understand e-commerce trends and customer expectations in Japan, and in communicating our transactional and delivery messaging in a way that preserves our brand and tone of voice. **Key Responsibilities** * Identify and prioritize improvement opportunities across Japan, utilizing customer feedback data and partnering with Insights, Analytics, Customer Care, and other teams. * Understand e-commerce trends and customer expectations in Japan, and articulate customer expectations, services offered in the market, and how they are executed (buy flow, communications, payment options, delivery methods, etc.). * Enhance clarity of communication of our transactional and delivery messaging while preserving arenaflex's brand and tone of voice. * Liaise with Product Management and Operations teams to be a local customer and market expectations expert as we plan for and roll out new site features and projects in Japan. * Present customer engagement insights to senior executives visiting the region, and be the voice of the customer for Japan, clearly and effectively communicating the nuances that matter to the customer experience in Japan. * Connect with the total arenaflex business to ensure adequate coverage of areas where VOC issues are likely to emerge, and understand in-depth the key VOC issues in Japan, as well as develop broad insight into VOC issues across WW. * Work closely with Contact Center and Operations teams to prioritize and address issues at a non-Capital level. * Join the dots, from the unique perspective and vantage point of WW VOC, spot the fixes that net the biggest customer gains, see the bigger picture, and be able to assimilate large volumes of internal and external data as well as customer inputs, and identify connections and relationships between disparate sources. **Minimum Qualifications** * Extensive experience in a customer-focused role in e-commerce. * Deep curiosity with the drive to "follow the data" to uncover the root of an issue wherever the path may lead you. * Strong quantitative and problem-solving skills with the ability to synthesize and distill large amounts of inputs into clear narratives. * Ability to collaborate cross-functionally and globally to leverage knowledge to gain holistic understanding of complex situations and create strategic consensus. * Exceptional ability to problem-solve, develop creative solutions, and demonstrate resourcefulness, while maintaining extreme attention to detail. * Great written and oral communication skills, and outstanding presentation skills, with the ability to effectively mix narrative and data, using pixel-perfect slides, to influence senior executives and make them see things differently. * Effective planning skills with the ability to handle multiple projects or tasks at the same time, while being open to and responding flexibly to change. * Fluent language proficiency for Japanese to support Japan market. * Fluent language proficiency for English to partner with international teams. **Key Qualifications** * Ability to function largely autonomously, setting your own daily priorities and goals while effectively communicating back to leadership exactly why these are the correct focus areas. * Strong empathy for the customer experience. * Makes space to listen, learn, and amplify diverse perspectives and experiences. * Actively seeks out opportunities to champion and celebrate inclusion and diversity. **Preferred Qualifications** * Ability to work in a fast-paced environment with multiple priorities and deadlines. * Strong analytical and problem-solving skills, with the ability to think critically and creatively. * Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders across the organization. * Experience working in a matrixed organization, with the ability to navigate complex systems and processes. * Strong business acumen, with the ability to understand the business implications of customer experience initiatives. **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our employees grow and develop their careers. As a Voice of the Customer Lead, you'll have access to a range of training and development opportunities, including: * Regular coaching and feedback from senior leaders and peers. * Opportunities to attend industry conferences and events. * Access to arenaflex's online learning platform, which offers a range of courses and training programs. * The ability to take on new challenges and responsibilities as you grow and develop in your role. **Work Environment and Company Culture** arenaflex is a dynamic and fast-paced work environment, with a culture that values innovation, creativity, and customer-centricity. We're committed to creating a workplace where everyone feels valued and empowered to contribute their best work. Our team is passionate about making a positive impact on the world, and we're looking for someone who shares our values and is excited about the opportunity to join our team. **Compensation, Perks, and Benefits** arenaflex offers a competitive salary and a range of benefits, including: * Comprehensive health insurance. * 401(k) matching program. * Flexible paid time off. * Access to arenaflex's online learning platform. * Opportunities to attend industry conferences and events. * A dynamic and fast-paced work environment. **How to Apply** If you're a motivated and customer-focused individual with a passion for innovation and a commitment to making a positive impact on the world, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job