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
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.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.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).Ability to perform work accurately and completely, and in a timely mannerCommunication skills, verbal and writtenProficiency in MS Office – IntermediateProficiency in MS Excel – IntermediateProficiency in Power BIKnowledge of working with Power BI on-premises data gatewayKnowledge of DAX queries in Power BI DesktopKnowledge of integrations and API developmentAbility to connect to multiple data sets, import data, and transform the data to support data visualizations and further analysesAbility to create advanced level calculations on data setsProficiency in delivering data visualizations to internal customers based on project requirementsAbility to compile statistics and prepare statistical reportsTime management skillsListening skillsAbility to prioritize multiple projectsAttention to detail and the ability to evaluate data against expected resultsAbility to influence change through innovation and process improvementAbility to think analytically for translating data into informative visuals and reportsAbility to communicate to executive audiences and deliver results through influenceAbility to build relationships and collaborate within a team, internally and externallyBachelor’s degree in data science and analytics, or related field (Required)
In lieu of the above requirements, relevant experience will be considered.0-2 years business intelligence (Microsoft Power stack, Power BI, Excel, Power Pivot, Power Apps, Power Automate) or data visualization experience (Preferred)
0-2 years data analysis experience (Preferred)Typically travel is not requiredNormal office environmentFrequent activity : Sitting, Viewing Computer ScreenOccasional activity : Standing, Walking, Reaching above ShoulderThe benefits package aligned to this position is Professional Non-Union. Please click the link below for more details.
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Why People Work Here
At JE Dunn we offer our employees an inspired place to enrich their life and the lives of those around them
Building on our rich history, our employee owners are shaping the future of JE Dunn. In our team-focused environment we do life together and are generously rewarded for our efforts
About JE Dunn
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Nearest Major Market : Kansas City
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