Customer Experience Specialist

REMAX•Denver, CO

24d•$55,000 - $62,000

About The Position

REMAX is seeking a detail-oriented Customer Experience (CX) Specialist. This position provides essential operational support to the CX team and plays a key role in ensuring surveys, reporting, documentation, and communications run smoothly. This role builds and tests surveys in Qualtrics, maintains recurring event-survey reporting, manages content on the CX SharePoint site, supports internal communications, and ensures high-quality execution of CX programs. The ideal candidate is detail-oriented, organized, tech‑savvy, and energized by supporting work that improves customer insight and customer outcomes.

Requirements

Bachelor’s degree in Business Administration, Data Analytics, Marketing, Customer Experience, or a related field.
Experience in process design, development and improvement.
1–2 years of experience in coordination, project support, operations, research, marketing, or related field.
Strong analytical and problem-solving skills with a focus on translating data into actionable insights.
Familiarity with CRM tools like Salesforce or Zendesk.
Excellent communication skills, both written and verbal, to present data insights effectively to stakeholders.
Strong organizational skills and ability to manage multiple projects simultaneously.
Customer-focused mindset with a passion for improving experiences and delivering value.
Detail-oriented and curious, with a drive to uncover root causes and solutions.
Collaborative team player who thrives in a dynamic, fast-paced environment.

Responsibilities

Refresh recurring reports (e.g., event or post‑interaction surveys) following established templates and processes.
Perform initial QA on reporting data: Validate counts, filters, segments, and date ranges Confirm trends look accurate and consistent with prior data
Distribute dashboards or summary updates according to cadence and stakeholder lists.
Maintain trackers for survey performance, response rates, and reporting schedules.
Draft internal update emails, release notes, and announcements related to surveys, reporting cycles, and CX program changes.
Post communications to SharePoint, Teams channels, or distribution lists.
Support the CX Analysts with preparation of content for readouts, workshops, and presentations.
Serve as the primary maintainer of the CX SharePoint site.
Update pages, upload new materials, archive outdated content, and maintain clean structure and version control.
Manage SharePoint permissions according to governance standards.
Assist with preparation for CX workshops, including journey mapping, persona sessions, and insight readouts.
Take notes, prepare artifacts, and handle logistics (invites, room setup, virtual tools).
Maintain CX team calendars, project trackers, and documentation repositories.
Support ad hoc tasks across the CX program portfolio.
Build surveys in Qualtrics using approved instruments, applying appropriate logic, embedded data, branching, and branding.
Conduct end-to-end QA and testing.
Manage survey versions, change logs, and launch schedules.
Troubleshoot issues and escalate to the CX Analysts or Director when needed.
Engage, and build relationships with potential new REMAX agents through personalized, high-touch recruitment strategies.
Serve as the primary point of contact for candidates, guiding them through the recruitment process with professionalism and attention to detail.
Conduct discovery meetings, explain the REMAX value proposition, and address candidate questions and concerns.
Collaborate with the Marketing and Education teams to ensure alignment on recruitment goals and processes.