DescriptionAre you someone who is interested in supporting an industry leading Commercial Real Estate Business? Are you interested in helping to delight our clients by proactively soliciting feedback? Are you client centric and thrive in assessing data and bringing a diverse set of stakeholders together to innovate and come up with ideas to delight clients? This team is for you!
As a Client Experience (CX) Associate in the Commercial Real Estate business, you will be responsible for collaborating across a diverse set of stakeholders, clients, and senior executives to innovate and execute CX solutions. You will be the voice of our client and employees, developing a deep understanding of their needs and identifying product and service delivery gaps. To be successful, you will be highly organized, self-motivated, resourceful, solutions-oriented individual who executes well in a fast-paced environment while working on multiple, concurrent projects. You will also need strong written and verbal communication skills.
Job Responsibilities
- Be the "voice of the client & employees" for Commercial Real Estate clients and employees and develop a deep understanding of the client's needs and identification of product and service delivery gaps
- Identify and create listening posts, compile findings and drive actions
- Derive insights across channels, products, and business segments and translate into strategic recommendations
- Collaborate with product, business, transformation and functional partners to share client feedback and resolve conflict through expert collaboration and broad decision-making
- Engage and drive organization in CX innovation/ and introduce ideas for improving overall client experience
- Drive cross functional opportunities to improve client experience or meet client needs, through journey mapping and other methods
- Communicate regular updates to CRE leadership including presentations and executive summaries
Required Qualifications, Capabilities, And Skills
- 2+ years of relevant experience in voice of customer, human centered design or client experience roles
- Ability to analyze and synthesize quantitative and qualitative information, and present concise, easy-to-read findings to an executive audience
- Proficiency in MS Word, Excel, PitchPro, PowerPoint, Project, Visio, Teams and SharePoint
- Ability to influence colleagues at all levels, in a peer-like way, and achieve goals without direct control over resources
- Demonstrated experience collaborating with multiple teams, coordinating across different cross-functional initiatives, and reaching consensus with diverse stakeholders
- Ability to operate independently and drive results with cross-functional and crossline of business partners demonstrating excellent judgement and decision-making ability
- Demonstrated ability to engage directly with senior executives and clients
- Human centered design methods
Preferred Qualifications, Capabilities and Skills
- Bachelor’s Degree in communications, human centered design, market research or Customer Experience certification
- 2+ years of project management skills
- Successful track record setting and achieving challenging goals and demonstrating entrepreneurial leadership
- Experience with cross functional stakeholder management in a highly matrixed environment
- Developing communications tactics and channels as needed to support the strategy
- Strong ability to take complex concepts and deliver them into simple/digestible communications
- Experience with Intranet design, content development, and collaboration and measurement tools, digital content