Who We Are

Founded in 2017, SmartRent, Inc. (NYSE: SMRT) is the leading provider of smart home and property operations solutions for the rental housing industry.

We’re doing big things in the proptech world! SmartRent has been recognized as a winner of HousingWire’s Tech100 Real Estate awards in 2021, 2022, and 2023 for the most innovative tech company serving the mortgage and real estate industries; named on Deloitte’s 2023 Technology Fast 500™ list of fastest-growing companies —and we’re just getting started.

Job Description

The Director, Customer Experience will find inspiration in the power of customer feedback to drive organizational change to improve customer experience. The Customer Experience Director will analyze, monitor and communicate customer feedback to stakeholders throughout SmartRent. This role will lead various projects onboarding and making effective use of the customer experience platforms to improve customer satisfaction and loyalty. This role reports to the CMO and requires a focused, energetic, and creative individual who can create new data-gathering programs, generate thoughtful insights, and manage qualitative and quantitative data without losing sight of the customer.

Responsibilities

• Lead the strategy, development and evolution of SmartRent’s Customer Experience Program.
• Perform a comprehensive analysis of available platforms and select the right technology for SmartRent’s business needs.
• Oversee the design and deployment of surveys, ensuring they effectively capture the customer's experience in the appropriate areas.
• Provide strategic oversight of survey implementation across all distribution channels.
• Create and maintain dashboards and reports that track customer feedback, trends, sentiment and satisfaction metrics..
• Empower cross-functional stakeholders with access to actionable data through intuitive dashboards and reports, facilitating informed decision-making.
• Continually drive Customer Experience program enhancements, including implementation of new feedback collection, advanced analytics, and efficient reporting with a continuous improvement mindset.
• Address and resolve issues related to the feedback process.
• Collaborate with various internal stakeholders, such as Customer Service, Sales, Customer Success, Operations, Product and Marketing, to develop actions that lead to improved customer experience.
• Lead ongoing CX Insights analytic briefs to stakeholders across SmartRent leveraging survey data, product data, customer feedback and operational metrics to derive deep insights, identify pain points to inform business decisions, and identify opportunities for customer experience improvements.
• Manage Customer Experience vendor relationships and stay current with industry trends and new technologies.
• Communicate clearly and optimally across teams and to leadership including program status updates and C-suite presentations

Required Qualifications

• Bachelor’s degree in social science, data science, business administration, mathematics or related field.
• 10+ years’ experience in an analytics or customer insights role, with a minimum of 5 years leading Customer Experience insights programs or customer experience initiatives, SaaS experience a plus
• Strong expertise in both qualitative and quantitative research methods, including surveys, interviews, and data analysis
• Experience and proficiency in use of common CX tools such as Medallia or Qualtrics
• Expertise in Net Promoter Score (NPS) methodology and other feedback collection methodologies.
• Record of designing and implementing Customer Experience listening posts in complex organizations.
• Record of developing and managing high performing teams.
• Proven track record in leading research projects and teams, including managing multiple stakeholders and projects simultaneously.
• Demonstrated ability to influence cross-functional teams and drive user-centric design decisions.
• Ability to present solutions to complex challenges in an easily understandable format.
• Strong research, analytical and problem-solving skills, with a deep understanding and empathy for customer needs and behaviors.
• Excellent communication and presentation skills, with the ability to convey complex research findings to both technical and non-technical audiences
• Ability to present solutions to complex challenges in an easily understandable format
• Strong experience in Microsoft Office applications, particularly Excel and PowerPoint.

Preferred Qualifications

• Experience with BI tools (Tableau, Power BI) and data visualization is a plus.
• Experience in Change Management is a plus.

LI-Onsite

For our US employees, we offer 100% employer-paid medical coverage, flexible PTO (because we know how important work-life balance is), and competitive 401k and employee stock purchase plans to invest in your future. You’ll fit right in if you:

• Do the hard work and go out of your way to deliver excellence
• Own outcomes and learn from your mistakes
• Are a collaborative and supportive team player; win or lose you lift others up
• Value authenticity, other’s perspectives, and diversity in the workplace
• Have a passion for smart tech and the real estate industry

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