Customer Experience; CX Digital Specialist

Overview

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.

Department: Customer Experience

Location: Portland Metro

Compensation: $90,000 / year

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.

• 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