CUSTOMER EXPERIENCE ANALYST

Customer Experience Analyst

ESFM is seeking a 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 strategyhelping 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 online community 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

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.

Applications are accepted on an ongoing basis.

Eurest Services maintains a drug-free workplace.

Associates at ESFM are offered many fantastic benefits including medical, dental, vision, life insurance / AD, disability insurance, retirement plan, paid time off, holiday time off (varies by site / state), associate shopping program, health and wellness programs, discount marketplace, identity theft protection, pet insurance, commuter benefits, employee assistance program, flexible spending accounts (FSAs), paid parental leave, and personal leave.

Associates may also be eligible for paid and / or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed remotely, click here for paid time off benefits information.