Customer Experience Quality Analyst

<strong>At Brookfield Properties, the foundation of our continued success is our people. Our talented associates build rewarding and challenging careers within our industry-leading real estate services business. We focus on long-term development of our people through our "promote from within" philosophy and have maintained an entrepreneurial, innovative approach to our business &ndash; keeping us nimble and setting us apart as a landlord partner of choice.</strong>

Cleveland, OH

Brookfield Properties

<div><strong>Our multifamily group is successful because our talented associates share a singular goal of ensuring our properties operate and innovate at the highest level for our residents, stakeholders and communities. &nbsp;</strong><br /><br /></div> <div><strong>We hire visionary, entrepreneurial talent &ndash; from real estate backgrounds and beyond &ndash; who will challenge the status quo to continuously improve our business. If you are ready to build a rewarding, exciting career, we want to hear from you.</strong><br /><br /></div> <div><strong><a href="" target="_blank" rel="noopener noreferrer">Click here</a> to review all open positions</strong></div>

keywords: summary,communication,strategy,reporting,create,analysis,teamwork,quality assurance,leadership,deliver,education and experience,skills,travel

Full Time

Overview: This role will be responsible for ensuring all team members at Brookfield Properties Multifamily fully understand how the organization is performing against our service and experience goals. Additionally, the QA Analyst will be the authority on the integrity of our resident survey data and will be able to answer any and all questions on our methodology, reporting and tools. The Analyst will also have a demonstrated track record of excellence in communicating complex topics, recognizing business tradeoffs, and using informal influence to drive positive change. They have experience working with growing customer data sets and may have strategy consulting, marketing operations, customer experience (CX) and/or multifamily industry experience.
Responsibilities: <strong>Data, Survey and Reporting Expert</strong> <ul> <li>Use advanced excel skills to create and maintain various reports for data analytics.</li> <li>Build baselines and track progress towards customer and NPS goals</li> <li>Continually push and stretch our internal and external stakeholders to improve our data collection, text analytics, reporting and analysis capabilities.</li> <li>Ensure we engage with our residents appropriately when seeking their feedback. This includes having a firm and defensible plan around our survey design, strategy and black out rules.</li> <li>Advocate for our internal stakeholders to improve their experiences with department outputs such as reporting, dashboards, communications and presentations.</li> <li>Will lead the implementation of the new team member engagement strategy and resident satisfaction. Will participate in the selection of an engagement rewards vendor, the analyst will also manage the vendor relationship</li> </ul> <strong>Analysis and Communication Savant</strong> <ul> <li>Creates easy to use and understandable reports.</li> <li>Comfortable owning the distribution of reports to various levels of the organization</li> <li>Create persuasive communications in all forms based on their analysis and recommendations.</li> <li>Synthesize customer data to provide insight into root causes</li> <li>Translate qualitative customer issues into quantitative proof points</li> <li>Deliver actionable, scalable recommendations (e.g. people/org, process, infrastructure) to improve the end-to-end experience for customers.</li> <li>Able to anticipate the reporting and communication needs of the organization as it evolves.</li> </ul> <strong>Resident Experience Improvement Advocate</strong> <ul> <li>Ideate, create and support programs to improve the resident experiences. This could be anything that the data supports would create a measurable improvement to the resident experience.</li> <li>Collaborate with various stakeholders such as Training, HR, IT, Legal, Development, and Operations to support any developed programs.</li> </ul>
Requirements: <ul> <li>This position requires an Undergraduate (Bachelor&rsquo;s) Degree in Marketing, Math, Analytics, Customer Journey or similar. Relevant experience could offset the education requirements.&nbsp;</li> <li>2-3 years of Business Analyst or Technical Analyst required.</li> <li>1-2 years of Report Creation and Distribution preferred.</li> <li>Required skills for this position include: analytical thinking, listening, system and process orientation, business design &ndash; system process design, business design &ndash; logical data/screen/report design, issue identification and resolution, vendor management, and attention to detail.</li> <li>This position requires up to 10% travel.</li> </ul>