CUSTOMER EXPERIENCE ANALYST

Job Summary

ESFM is seeking an creative and relationship-driven Customer Experience Analyst to manage and grow engagement through our internal employee engagement app. Serving as a training tool, communication channel, online community, and assessment platform, the app is a vital part of our business strategy—helping us create consistency across our business unit, support team member development, and reinforce operational standards.
This role goes beyond platform management. The Customer Experience Analyst will champion adoption of the app, driving its effectiveness as a daily resource that makes a large, complex company feel close-knit and connected.
This role is ideal for a communicator with experience in facilities management who thrives in a dynamic environment. The right candidate will have strong writing and editorial skills, the ability to translate business performance into accessible messages, and a passion for building culture and community across dispersed teams.

Key Responsibilities

• Platform Management & Optimization
• Position the app as a core driver of ESFM’s business strategy by ensuring it consistently reinforces company standards and culture.
• Actively promote app adoption and daily usage, creating opportunities for associates to connect, learn, and grow.
• Oversee the daily operations of ESFM’s employee engagement app
• Ensure timely delivery of updates, news, and cultural initiatives.
• Monitor performance and engagement metrics; propose improvements to maximize reach and effectiveness.
• Content Development & Strategy
• Create, curate, and publish compelling content that aligns with company values, business priorities and strategic initiatives, and cultural goals.
• Manage an editorial calendar to ensure consistent, relevant, and engaging messaging.
• Partner with stakeholders and subject matter experts to translate training needs, performance updates and business initiatives into frontline-focused content.
• Maintain a clear, approachable, and consistent brand voice across all communications.
• Engagement & Community Building
• Foster a thriving onlinecommunity through campaigns, challenges, polls, recognitions, and interactive features.

• Coordinate campaigns that showcase associate achievements, company milestones, and diversity, equity, and inclusion efforts.
• Champion best practices for platform use and train contributors across the business.
• Events & Campaign Support
• Work with the Communications team to support campaigns and internal events (e.g., town halls, webinars, trainings), ensuring messaging from key company channels is reinforced and reflected on the app before, during, and after events.
• Collaborate with leadership and department heads to align messaging and campaigns.
• Champion the app’s role in reinforcing standards, consistency, and development by connecting enterprise-wide initiatives to frontline team members in clear, engaging ways.
• Reporting & Insights
• Track and report engagement metrics to evaluate the effectiveness.
• Provide insights and actionable recommendations and innovations to improve reach, participation and employee experience.

Qualifications

• Bachelor’s degree in Communications, Journalism, Marketing, or a related field
• 3+ years of experience managing internal communication or employee engagement platforms.
• Demonstrated ability to plan and execute content strategies across digital platforms.
• Strong portfolio showing examples of writing, platform management, and creative internal campaigns.
• Proficient in using digital analytics tools and reporting engagement metrics. Detail-oriented with excellent writing, proofreading, and editing skills.
• Ability to build relationships across departments and communicate effectively at all organizational levels.
• Experience in facilities management or corporate services industry is a plus.
• Strong project management skills and ability to manage multiple priorities in a fast-paced environment.
• Hospitality-driven mindset and a passion for enhancing employee experience through communication.