Analyst Customer Experience
Analyst Customer Experience
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$ 65000 - 82500
1 Vacancy
Job Description
Job Title: Customer Experience Analyst
Location: Denver CO
Department: Customer Experience
Reports To: Director of Experience Management
Position Summary
RE/MAX is seeking a detailoriented and datadriven Customer Experience Analyst to play a key role in improving the overall customer experience for our agents franchisees and customers. The CX Analyst will gather analyze and interpret customer feedback and operational data to uncover insights that drive decisionmaking and improve satisfaction loyalty and efficiency. This role will collaborate across teams to identify trends highlight pain points and recommend actionable strategies to enhance the RE/MAX customer journey.
Key Responsibilities
Data Collection & Analysis
- Collect organize and analyze data from customer surveys (e.g. NPS CSAT CES) feedback channels and support systems.
- Identify trends patterns and insights to inform improvements in the customer experience.
- Conduct root cause analysis on customer pain points and recommend solutions to mitigate them.
Customer Journey Insights
- Map and analyze the customer journey to identify gaps friction points and opportunities for optimization.
- Partner with CX leadership to prioritize and implement improvements across touchpoints.
Reporting & Communication
- Create and deliver reports dashboards and visualizations that present actionable insights to stakeholders.
- Share findings with internal teams including Customer Support Marketing Product and Technology to drive improvements.
- Monitor KPIs such as NPS CSAT churn rate and firstcall resolution providing regular updates on performance.
Collaboration & Strategy
- Work closely with Customer Support Marketing and Product teams to align data insights with business goals.
- Collaborate with the technology team to ensure customer feedback is integrated into product enhancements and service solutions.
- Recommend strategies for improving selfservice tools knowledge base and apps.
Continuous Improvement
- Benchmark RE/MAXs customer experience performance against industry standards and competitors.
- Stay informed about CX trends tools and best practices to bring innovative ideas to the team.
Qualifications
Education & Experience
- Bachelors degree in Business Administration Data Analytics Marketing Customer Experience or a related field.
- 3 years ofexperiencein franchise recruitment business development oraccount managementpreferably in a hightouch environment
- Experience working with survey tools (e.g. Qualtrics SurveyMonkey) and CX frameworks like NPS CSAT or CES.
- SQL experience
Skills & Competencies
- Strong analytical and problemsolving skills with a focus on translating data into actionable insights.
- Proficiency in data visualization tools like Tableau Power BI or Excel.
- 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
- Customerfocused mindset with a passion for improving experiences and delivering value.
- Detailoriented and curious with a drive to uncover root causes and solutions.
- Collaborative team player who thrives in a dynamic fastpaced environment.
Why Join RE/MAX
As a leader in the real estate industry RE/MAX is committed to delivering exceptional experiences for its agents franchisees and customers. As a Customer Experience Analyst you will have the opportunity to make a tangible impact by driving improvements that elevate the RE/MAX brand. Join a team of passionate professionals dedicated to innovation collaboration and success.
This position is ideal for someone who loves analyzing data solving problems and making a meaningful difference in how customers experience a brand. Be a part of a team that is redefining excellence in the real estate industry!
Hire Range/Rate:
$65000 $82500
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 RE/MAX Holdings total compensation package. Employees will also receive a number of benefits as listed below. Other compensation for this position may include bonus eligibility.
- Competitive Medical Dental and Vision benefits
- Retirement plans with optimal company match
- Annual bonus/merit opportunity
- Educational Assistance
- Mental Health support program
- M.O.R.E. Events offered inperson and virtually
- Mentorship program
- Employee Resource Groups
- Community Engagement
- Diversity Equity and Inclusion
- Parenting
- Remote
- Women at RE/MAX
RE/MAX LLC & Motto Mortgage
Now is your chance to become part of a worldclass industry leading organization. RE/MAX Holdings Inc. is a business that builds businesses. We provide the tools education and tech to our real estate network which includes RE/MAX and Motto Mortgage franchises agents brokers and consumers. Join us and build a career where your contribution is heard your
RE/MAX Holdings Inc. is proudly headquartered in Denver Colorado. Certain roles may be location specific however in addition to Colorado we welcome qualified candidates in the following states: Arkansas California Florida Georgia Illinois Massachusetts Michigan Ohio and Texas!
RE/MAX Holdings Inc. is proud to be an equal opportunity employer committed to diversity and inclusion as well as nondiscrimination in employment. All persons shall be afforded equal employment opportunity and all qualified applicants receive consideration without regard to race color religion gender sexual orientation national origin age veteran status disability unrelated to performing the essential task of the job or other legally protected categories. In any materials you submit you may redact or remove ageidentifying information such as age date of birth or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
*As measured by transactions sides
Application Deadline: March 17 2025
Required Experience:
IC
Employment Type
Full-Time
