New

Client Experience Specialist

JE Dunn Construction
United States, Missouri, Kansas City
1001 Locust Street (Show on map)
Jan 14, 2025
Best People + Right Culture. These are the driving forces behind JE Dunn's success. By hiringinspired people, giving theminteresting and challenging work, enabling them withinnovative tools, and letting themshare in the company's rewards, we've found asustainable way to growin our industry for the last 100+ years. Our diverse teams around the country strive to enrich lives through inspired people and places everyday, andwe need inspired people like youto join us in our pursuit of building perfection. Role Summary 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. Autonomy & Decision-Making: Makes decisions on assigned areas of responsibility, provides recommendations to supervisor, and refers all exceptions to supervisor, as needed. Career Path: Various Key Role Responsibilities - Core CX 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 touchpoint. 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. Key Role Responsibilities - Additional Core Collects and compiles metrics and data from a variety of internal and external sources. Generates and analyzes reports, providing insights and recommendations to management. Analyzes data and statistics for trends and patterns. Prepares data analysis results reports and presents findings to senior leadership. Identifies and recommends reasonable short- and long-term goals, milestones, and benchmarks for key performance metrics. Partners with the assigned department(s) to understand their data needs and develops reports and dashboards to help accomplish initiatives. May conduct or assist with conducting audits to ensure that data is accurate. Develops and supports the assigned department(s)'s data governance. Ensures compliance with data privacy regulations and best practices. May guide or assist with the data development of all areas within the assigned department(s). Knowledge, Skills & Abilities Ability to perform work accurately and completely, and in a timely manner Communication skills, verbal and written Proficiency in MS Office - Intermediate Proficiency in MS Excel - Intermediate Proficiency in Power BI Knowledge of working with Power BI on-premises data gateway Knowledge of DAX queries in Power BI Desktop Knowledge of integrations and API development Ability to connect to multiple data sets, import data, and transform the data to support data visualizations and further analyses Ability to create advanced level calculations on data sets Proficiency in delivering data visualizations to internal customers based on project requirements Ability to compile statistics and prepare statistical reports Time management skills Listening skills Ability to prioritize multiple projects Attention to detail and the ability to evaluate data against expected results Ability to influence change through innovation and process improvement Ability to think analytically for translating data into informative visuals and reports Ability to communicate to executive audiences and deliver results through influence Ability to build relationships and collaborate within a team, internally and externally Education Bachelor's degree in data science and analytics, or related field (Required) In lieu of the above requirements, relevant experience will be considered. Experience 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) Working Environment Must be able to lift up to 10 pounds Typically travel is not required Normal office environment Frequent activity: Sitting, Viewing Computer Screen Occasional activity: Standing, Walking, Reaching above Shoulder Benefits Information The benefits package aligned to this position is Professional Non-Union. Please click the link below for more details. Click here for benefits details JE Dunn Construction is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer and it is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. JE Dunn Construction is a background screening, drug-free workplace. JE Dunn provides reasonable accommodations to qualified individuals with disabilities. If you would like to request a reasonable accommodation in order to apply for a job, please submit your request toaccommodations@jedunn.com JE Dunn Construction Company does not accept unsolicited resumes from search firms or agencies. Any resume submitted to any employee of JE Dunn Construction without a prior written search agreement will be considered unsolicited and the property of JE Dunn Construction Company. Please, no phone calls or emails.