Customer Experience Solutions Specialist

1. Purpose of the Job:

The Customer Experience Solutions Specialist (CX Solutions Specialist) plays a key role in shaping and executing the strategy for our core front-of-house technology platforms, with a strong focus on multifamily technology solutions. This position enhances the resident experience and improves operational efficiency across our communities. Leveraging expertise in multifamily technology, data-driven insights, and technical acumen, this role optimizes customer-facing platforms to deliver a superior, people-first resident journey. Additionally, this role helps shape Hawthorne’s voice of customer programs, CRM, survey strategies, and reputation management platforms.

Essential Functions:

 Product Strategy:

• • Develop and optimize Hawthorne’s key technology platforms to enhance customer experience and operational efficiency.
  • Drive product enhancements by prioritizing business needs and staying up to date with the most current product updates and features.
  • Develop and define the overall strategy for CX platforms and
• Customer Insights:
  • Manage survey and reputation strategies and platforms to generate actionable CX
  • Drive the collection, analysis, and sharing of customer insights to shape strategy and product
• Technical Expertise:
  • Develop a deep understanding of our customer-facing platforms and technology ecosystem to ensure a holistic approach to customer experience.
  • Troubleshoot, analyze and develop CX platforms to ensure optimal
  • Lead, train, and participate in technology pilots that support our CX vision.
• Data & Insights:
  • Analyze and report on technology pilots, issues, and CX
  • Oversee setup and pilots of CX
• Collaboration:
  • Work closely with operations, digital marketing, software, and training departments to ensure the success of product operations.
  • Manage relationships with vendor partners, ensuring they meet the strategic goals and

Experience and Background:

• Educational Background: Bachelor’s degree in Business, Marketing, or a related field preferred but not required.

• Experience: 5 years in customer experience, operations, or Multifamily services.

• Analytical & Technical Proficiency: Skilled in data analysis, with technical knowledge of CX platforms and operational systems such as Yardi or Rent Cafe CRM to translate insights into strategic action.

• Customer-Centric Mindset: Deep commitment to understanding and advocating for residents’ needs, behaviors, and expectations.

• Communication Skills: Excellent written and verbal communication skills, with experience presenting to executive teams and engaging cross-functional stakeholders.

• Cross-functional collaboration skills: Experience leading without direct

• Project Management: Excellent project management skills, with the ability to manage multiple priorities and deadlines.