Specialist, Customer Experience

Position Summary

RE/MAX is seeking a detail-oriented and data-driven Customer Experience Specialist to play a key role in improving the overall customer experience for our agents franchisees and customers. The CX Specialist will support high-impact initiatives that span CX Innovations operational improvements social media engagement and competitive intelligence.

Key Responsibilities

Data Collection & Analysis

• Collect organize and analyze data from customer surveys customer interviews 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

• Analyze the customer journey to identify gaps friction points and opportunities for optimization.
• Develop internal playbooks personas and journey maps to drive consistency and empathy across customer touchpoints
• Designs and implements improvements based on customer feedback.
• Partner with CX leadership to prioritize and implement improvements across touchpoints.

Reporting & Communication

• Share findings with internal teams including Customer Support Marketing Product and Technology to drive improvements.
• Design and deliver impactful CX reports and presentations that clearly communicates the insights trends and recommendations associated with our various customer listening initiatives.

Collaboration & Strategy

• Partner with with Customer Support Marketing Product and other cross-functional teams to improve end-to-end customer experiences across the customer journey.
• Collaborate with the technology team to ensure customer feedback is integrated into product enhancements and service solutions.
• Recommend strategies for improving self-service 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.
• Experience in process design development and improvement.
• Experience working with survey tools (e.g. Qualtrics SurveyMonkey) and CX frameworks like NPS CSAT or CES.

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.

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 Specialist 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.

Hire Range/Rate:

$52250 - $60500

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 in-person 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 world-class 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 non-discrimination 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 age-identifying 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: August 17 2025

Required Experience:

Unclear Seniority