CX Digital Specialist

CX Digital Specialist - Portland Metro

Department: Customer Experience

Employment Type: Full Time

Location: Portland Metro

Reporting To: Lexi Tierney

Compensation: $90,000 / year

About One App:

One App is a mission-driven company that increases access to rental housing by removing financial and systemic barriers for renters while reducing risk for property managers. We’re building market-based solutions to unlock housing opportunities at scale, with a bold 10-year goal to help 1 million people gain access to housing.

Role Overview:

As the Customer Experience Digital Specialist at One App, you will oversee and implement tailored digital experiences for partners and renters, in an effort to increase platform adoption, retention and ease-of-use. You will also play a vital role in representing the Voice of the Customer (VoC) by gathering, analyzing and presenting feedback from NPS and CSAT surveys, as well as other data sources.

This role demands a comprehensive blend of strategic oversight, technical acumen, and analytical skills. Your mission will be to empower partners & customers through effective technical enablement, fostering strong platform adoption and sustained engagement. By collaborating closely with Partner Success, Customer Service and our Product/Dev teams, you will ensure that user feedback directly influences our product roadmap, driving improvements that benefit partners and their renters.

Details:

• Job Title: Customer Experience (CX) Digital Specialist
• Location: Remote
• Salary: $90,000, with a variable annual bonus of up to $10,000 paid quarterly
• Reports to: VP of Customer Experience
• Work Hours: Full Time, Hours 9:00am-5:00pm Monday-Friday (your local time)

• Voice of the Customer (VoC): Design and deploy partner and customer feedback surveys (including NPS, CSAT, etc.). Analyze feedback to identify trends, insights and areas of improvement to present to key internal stakeholders.
• Partner & Renter Journey Optimization: Develop and maintain documentation for touchpoints along partner and customer journey maps. Collaborate with cross-functional teams on a regular basis to uncover pain points and identify opportunities to improve the end user’s experience. Track and measure the success of journey enhancements through defined KPIs.
• Digital Experience Ownership: Identify opportunities to optimize digital touchpoints for partners and renters. Implement tech-touch solutions that guide users in the One App platform and provide real-time support at scale.
• Technology and Tool Oversight: Manage and optimize customer engagement platforms. Partner with Rev Ops and Marketing to stay up-to-date on emerging technologies and innovative solutions for improving CX (customer experience).
• Technical Partner Enablement: Enable partners by developing technical training and support resources (in partnership with Product), ensuring they understand how to navigate technical aspects of the platform.
• Product Liaison: Serve as a bridge between partners, GTM teams, and the Product team, gathering User Experience feedback and facilitating its integration into the product roadmap.

• 4+ years experience in Customer Experience, User Experience, or Customer Success roles working in SaaS
• Strong technical, analytical, and problem-solving abilities
• Exceptional communication and presentation skills
• Proficiency in customer engagement platforms, CRM tools, and survey software.
• Prior experience working with property management and multifamily is a plus, but not required.
• Travel both internationally and domestically are required for this role.

• This is a full-time position
• Salary: $90,000, with variable annual bonus of up to $10,000 paid quarterly
• Medical, Dental and Vision Benefits
• 401K Plan
• Unlimited PTO