Customer Experience Specialist

Customer Experience Specialist

Moorings Park is looking for a Customer Experience Specialist. The Customer Experience Specialist position supports the strategic development, implementation, and enhancement of customer experience initiatives aimed at delivering exceptional service. This role involves conducting research, collecting data, managing databases, and analyzing customer feedback to inform decision-making. The Specialist will also design and manage reoccurring surveys to gather insights on customer satisfaction, trends, and sentiment. By collaborating with cross-functional teams, this position supports the organization's customer experience goals and ensures alignment across various programs and practices. Additionally, the role includes administrative tasks such as scheduling, preparing documents, coordinating resources, and assisting with other project related duties.
Contributions:
Collects, organizes, validates, and analyzes information and data for business metrics, reporting, and Continuous Quality Improvement (CQI) processes
Ensures accuracy, consistency, integrity, and quality of organizational data across systems and reports
Conducts routine data audits and quality assurance reviews to identify discrepancies, trends, and opportunities for improvement
Develops and maintains standardized processes for data collection, reporting, and record management
Creates and maintains dashboards, tracking tools, and reports to support operational performance metrics
Collaborates with departments to improve data accuracy, workflow efficiency, and reporting consistency
Leads the Continuous Quality Improvement (CQI) process
Collects, manages, and analyzes customer experience and satisfaction data
Monitors customer feedback, identifies trends, and recommends service improvements
Designs, administers, and manages recurring customer satisfaction surveys
Prepares reports, presentations, and analytics for leadership and committees
Works closely with the COO to serve as the primary point of contact between Moorings Park, experience management companies, internal teams, and customers
Supports customer experience initiatives and organization-wide communications
Assists with meeting preparations, presentations, reporting, and communications
Assists with CARF accreditation preparation, compliance tracking, and documentation
Reviews, organizes, and supports updates to organizational policies and procedures
Provides SPLAN platform support for all three communities
Collects, organizes, and analyzes information and data for business metrics
Collaborates with the COO to prioritize projects, gather necessary information, and address routine inquiries from the customer base
Gathers and reviews operational data across service areas of the TrueSpan programs
Provides administrative support to the TrueSpan Executive Director
Provides backup support for Successful Aging-related meetings, presentations, and reporting needs
Maintains TrueSpan licensure records across campuses
Manages and updates TrueSpan content on the TrueSpan platform
Assists with meeting preparations, presentations, reporting, and communications
Provides backup support for executive assistants as needed
Supports emergency and disaster response operations when required
Job Requirements:
Excellent oral and written communication skills in the English language required
During emergencies or natural disasters may be required to be on duty for the duration of the disaster.
Associate degree in related field (i.e., statistics), or a minimum of 4 years of relevant experience in performance management
Strong analytical and problem-solving skills
Ability to apply critical thinking and attention to details
Highly skilled in Microsoft suite and related software with special emphasis on Microsoft Excel
Excellent communication and people skills, evidencing the ability to influence and guide resources.
Moorings Park ® Communities, a renowned Life Plan organization includes three unique campuses located in Naples, Florida. We offer Simply the Best® workplaces through a culture of compassionate care for both our residents and our partners.
Simply the Best Benefits for our partners include:
FREE health and dental insurance
FREE Telemedicine for medical and behavioral health
Vision insurance, company paid life insurance and short-term disability.
Generous PTO program
HSA with employer contribution
Retirement plan with employer match
Tuition reimbursement program
Wellness program with free access to on-site gym
Corporate discounts
Employee assistance program
Caring executive leadership