CUSTOMER EXPERIENCE ANALYST

Position Title: CUSTOMER EXPERIENCE ANALYST 

Location: Remote

Salary: $72,000

Pay Grade: 13 

Other Forms of Compensation:  

 

ESFM is the corporate facilities management (FM) division of Compass Group USA, a Gold-level Corporate Sustaining Partner of the International Facility Management Association (IFMA), and a Platinum Corporate Member of the Association of Energy Engineers (AEE).

 

ESFM self-performs 80% of all FM services provided to clients. Our portfolio of solution categories includes Facilities Maintenance & Engineering, ESG Programming, Laboratory Support Services, Janitorial & Industrial Cleaning, Landscaping & Grounds Management, Workplace Solutions and Managed Services. 

 

This self-performance model creates a consistent hospitality experience for clients, resulting in higher engagement and productivity from their employees. ESFM’s clients include many household names from the life sciences, technology, oil & gas and manufacturing markets.

 

This position is eligible for an Employee Referral Bonus! If you know someone that is qualified for this role, please use the ‘job search’ in PeopleHub to refer your referral and email them a link to apply. Your referral will be able to apply by clicking the link in the email. You can check the status through your profile, accessible via Careers in PeopleHub, by clicking on ‘referral tracking.’ For Employee Referral guidelines, FAQs and the Compass Employee Referral Policy, email MyReferral@compass-usa.com. 

Job Summary

ESFM is seeking an creative and relationship-driven Customer Experience Analyst to manage and grow engagement through our internal employee engagement app. Serving as a training tool, communication channel, online community, and assessment platform, the app is a vital part of our business strategy—helping us create consistency across our business unit, support team member development, and reinforce operational standards.
This role goes beyond platform management. The Customer Experience Analyst will champion adoption of the app, driving its effectiveness as a daily resource that makes a large, complex company feel close-knit and connected.
This role is ideal for a communicator with experience in facilities management who thrives in a dynamic environment. The right candidate will have strong writing and editorial skills, the ability to translate business performance into accessible messages, and a passion for building culture and community across dispersed teams.

 

Key Responsibilities

 

• Platform Management & Optimization
• Position the app as a core driver of ESFM’s business strategy by ensuring it consistently reinforces company standards and culture.
• Actively promote app adoption and daily usage, creating opportunities for associates to connect, learn, and grow.
• Oversee the daily operations of ESFM’s employee engagement app
• Ensure timely delivery of updates, news, and cultural initiatives.
• Monitor performance and engagement metrics; propose improvements to maximize reach and effectiveness.
• Content Development & Strategy
• Create, curate, and publish compelling content that aligns with company values, business priorities and strategic initiatives, and cultural goals.
• Manage an editorial calendar to ensure consistent, relevant, and engaging messaging.
• Partner with stakeholders and subject matter experts to translate training needs, performance updates and business initiatives into frontline-focused content.
• Maintain a clear, approachable, and consistent brand voice across all communications.
• Engagement & Community Building
• Foster a thriving onlinecommunity through campaigns, challenges, polls, recognitions, and interactive features.

 

• Coordinate campaigns that showcase associate achievements, company milestones, and diversity, equity, and inclusion efforts.
• Champion best practices for platform use and train contributors across the business.
• Events & Campaign Support
• Work with the Communications team to support campaigns and internal events (e.g., town halls, webinars, trainings), ensuring messaging from key company channels is reinforced and reflected on the app before, during, and after events.
• Collaborate with leadership and department heads to align messaging and campaigns.
• Champion the app’s role in reinforcing standards, consistency, and development by connecting enterprise-wide initiatives to frontline team members in clear, engaging ways.
• Reporting & Insights
• Track and repor