Client Experience Specialist

Best People + Right Culture. These are the driving forces behind JE Dunn’s success.

By hiring inspired people, giving them interesting and challenging work, enabling them with innovative tools, and letting them share in the company’s rewards, we’ve found a sustainable way to grow in our industry for the last 100+ years.

Our diverse teams around the country strive to enrich lives through inspired people and places everyday, and we need inspired people like you to 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