JEDunn - Kansas City, MO

posted about 1 month ago

Full-time
Kansas City, MO
Construction of Buildings

About the position

The Client Experience (CX) Specialist at JE Dunn will support the ongoing development of the client experience program, specifically within Marketing Operations. This role will assist in ensuring optimal functionality of the CX platform and support account teams in obtaining and analyzing client feedback through surveys in addition to tracking key metrics and providing actionable insights that enhance client satisfaction. Additionally, the CX Specialist will support brand strategy by ensuring that the client experience is consistent with JE Dunn's brand promise and values at every touchpoint. The role will focus on facilitating internal processes, supporting seamless client feedback integration, and ensuring client experience efforts align with the overall brand strategy.

Responsibilities

  • Oversee the day-to-day operations of the CX platform, ensuring it is functioning optimally and addressing any issues that arise.
  • Coordinate the deployment of client satisfaction surveys at key touchpoints to ensure consistent feedback collection.
  • Track and manage client feedback, ensuring it is shared with the appropriate internal teams to drive improvements.
  • Transform survey data into actionable insights and compelling narratives that help account teams understand client sentiment and improve engagement.
  • Work closely with the Sales, Marketing, Operations and Brand teams to develop client experience strategies and ensure that client experience initiatives align with JE Dunn's brand values and promise, fostering a consistent experience at all touchpoints.
  • Track the effectiveness of client experience initiatives and suggest enhancements to optimize satisfaction and engagement.
  • Support enhancement of the CX platform enhancements to improve insights to drive customer satisfaction and engagement.
  • Provide training and support to internal teams on how to use the platform effectively, maintaining documentation and training materials.
  • Collect and compile metrics and data from a variety of internal and external sources.
  • Generate and analyze reports, providing insights and recommendations to management.
  • Analyze data and statistics for trends and patterns.
  • Prepare data analysis results reports and present findings to senior leadership.
  • Identify and recommend reasonable short- and long-term goals, milestones, and benchmarks for key performance metrics.
  • Partner with the assigned department(s) to understand their data needs and develop reports and dashboards to help accomplish initiatives.
  • Conduct or assist with conducting audits to ensure that data is accurate.
  • Develop and support the assigned department(s)'s data governance.
  • Ensure compliance with data privacy regulations and best practices.

Requirements

  • Bachelor's degree in data science and analytics, or related field (Required)
  • 0-2 years business intelligence (Microsoft Power stack, i.e. Power BI, Excel, Power Pivot, Power Apps, Power Automate) or data visualization experience (Preferred)
  • 0-2 years data analysis experience (Preferred)

Nice-to-haves

  • Knowledge of working with Power BI on-premises data gateway
  • Knowledge of DAX queries in Power BI Desktop
  • Knowledge of integrations and API development

Benefits

  • Professional Non-Union benefits package
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