Customer Experience Specialist

Job Description

Position Summary

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.

Key Responsibilities

Reporting & Analytics Support

• 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.

Internal Communications Support

• 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• Update pages, upload new materials, archive outdated content, and maintain clean structure and version control.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.

Program Support & Coordination

• 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.

Qualtrics Survey Management

• 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.

Agent Recruitment Resource

• 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.

Qualifications

Education & Experience

• 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.

Skills & Competencies

• 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.

Personal Attributes

• 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.

Salary Range:

$55,000 - $62,000

Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, or geographic location. The offer rate represents one component of the total compensation package. Additional compensation for this position may include annual bonus eligibility or other incentives based on the position.

Why REMAX?

REMAX Headquarters is located in Denver, CO, in the heart of Denver’s thriving Tech Center. We also offer remote roles for those outside the metro area. Our competitive benefits package includes programs to support your physical, emotional and financial well-being:

Stay Healthy

• Comprehensive medical, dental, and vision insurance
• Health savings