Customer Experience Solutions Specialist

Customer Experience Solutions Specialist | Hawthorne Residential Partners 

Location: Remote  

 

Customer Experience Solutions Specialist | Position Summary  

The Customer Experience Solutions Specialist (CX Solutions Specialist) plays a key role in shaping and executing the strategy for our core front-of-house technology platforms and CX programs. This position enhances the resident experience and improves operational efficiency across our communities. Leveraging expertise in multifamily technology, data-driven insights, and technical acumen, this role optimizes customer-facing platforms to deliver a superior, people-first resident journey. Additionally, this role helps shape Hawthorne’s voice of customer programs, CRM, survey strategies, and reputation management platforms. 
 

Customer Experience Solutions Specialist |  Job Functions 

Product Strategy 
 

• Develop and optimize Hawthorne’s key technology platforms to enhance customer experience and operational efficiency. 

• Drive product enhancements by prioritizing business needs and staying up to date with the most current product updates and features.  

• Own the product roadmap for CX platforms, including prioritization, timelines, and feature rollout 

• Translate operational and customer needs into clear product requirements and enhancements 

• Identify opportunities to streamline workflows and improve system adoption across teams 

 

Customer Insights 

• Manage survey and reputation strategies and platforms to generate actionable CX insights. 
• Drive the collection, analysis, and sharing of customer insights to shape strategy and product development. 

• Monitor trends across feedback channels to proactively identify system gaps or friction points 

• Partner with teams to turn insights into actionable improvements within CX platforms 

 

Technical Expertise 

• Serve as the primary subject matter expert for CX platforms (Knock, RentCafe, etc.) 

• Develop a deep understanding of our customer-facing platforms and technology ecosystem to ensure a holistic approach to customer experience. 

• Oversee system configuration, setup, and ongoing optimization 

• Troubleshoot, analyze and develop CX platforms to ensure optimal performance. 

• Lead, train, and participate in technology pilots that support our CX vision. 

• Respond to and troubleshoot requests submitted through the ticketing system, providing timely resolutions and support across customer experience platforms 

 

Data & Insights 

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