Experienced Customer Experience and Adoption Specialist – Digital Transformation and Training Delivery

At arenaflex, we're on a mission to revolutionize the way our clients interact with their customers, and we're looking for a talented Customer Experience and Adoption Specialist to join our team. As a key member of our Digital Transformation and Training Delivery team, you'll play a crucial role in shaping the customer experience and driving adoption of our cutting-edge solutions.

About arenaflex

arenaflex is a leading provider of data-centric mission services to the Federal government. With a proven track record of delivering high-quality solutions, we're committed to helping our clients secure and leverage the power of data. Our team of experts designs, integrates, secures, and deploys advanced technical solutions that enable our clients to efficiently fulfill their critical objectives.

The Role

As a Customer Experience and Adoption Specialist, you'll work closely with our senior technical leads, training and communications specialists, and clients to plan and execute the rollout of training and adoption activities. You'll be responsible for refining our Experience Strategy Framework, facilitating design thinking workshops, and identifying opportunities for user experience efforts and process improvements.

Key Responsibilities

* Refine the Experience Strategy Framework, defining user experience functions, roles, and responsibilities

• Facilitate design thinking workshops across our product portfolio
• Identify PMO-level user experience efforts and opportunities, and make recommendations on implementation in alignment with the Experience Strategy Framework
• Support Agile Product lines with defining and implementing user experience functions in alignment with our standards and guidelines
• Build and support modern training and customer adoption capabilities to improve customer engagement and outcomes over the product lifecycle
• Review EHR solution vendor strategies and deliverables related to training and other documents for accuracy and completeness
• Coordinate distribution of training materials to content reviewers according to the Master Tracker schedule
• Work with end users, solution vendors, and the government team to identify relevant workflows, In-Processing Support Documents (IPSDs), Jobs Aides, and Tips Sheets to include in high-impact area websites
• Perform training content reviews covering master facilitator guides, user agendas, competence assessments, and computer-based training (CBT) updates based on Product Improvement Engineering (PIE), Blocks, and Stages updates
• Coordinate government portal content and updates with key stakeholders
• Participate in key sustainment training coordination meetings and activities
• Provide training support, including participating in training planning, presentations, and demos, creating tip sheets and instructional flyers around typical releases
• Assess and provide feedback on training materials effectiveness to support end-user adoption of EHR and associated business processes changes

Process Improvement

* Evaluate internal processes and identify opportunities for improvements

• Undertake unique organization challenges as they emerge
• Gather key performance indicator data for functions being reviewed; evaluate current state, and propose future state goals and objectives

Requirements

* 7+ years of professional experience with User Experience and adoption efforts

• Experience working with end users to develop training plans and content
• Experience with user-centered design and designing, developing, managing, and executing user experience frameworks in concert with complex sets of stakeholders and according to customer requirements
• Experience developing, tracking, and reporting user experience metrics
• Ability to work independently as well as part of a larger team

Desired Skills

* Bachelor's Degree in Information Technology, Computer Science, Engineering, or another similar discipline

• Agile Certification(s)
• Experience with JIRA
• Experience with Defense Health Medical Systems
• Design Thinking, Lean Six Sigma, or process improvement

What We Offer

* Competitive salary range: $110,000 - $135,000

• Generous benefits package, including PTO, paid parental leave, individual and family health, vision, and dental benefits, annual budget for training, professional development, and tuition reimbursement, and a 401(k) plan with company match fully vested after 60 days of employment
• Diverse and collaborative work environment
• Exciting opportunities for professional growth and development
• Recognition and rewards for outstanding performance

Why Join arenaflex?

* We're a leader in providing high-quality and innovative solutions in the areas of Cloud and Infrastructure Services, Cyber Security, and Big Data Engineering

• We're committed to creating a culture that supports the development of every employee's personal and professional lives
• We offer a broad range of career opportunities and a dynamic work environment that fosters growth and innovation

How to Apply

If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply for this job