Job Description

Extra Space Storage is currently hiring a Manager of Customer Experience at our corporate offices in Salt Lake City, UT. As a member of the Customer Experience team, you will seek to understand the perspective of our customers to help Extra Space Storage provide world-class service experiences. Projects and problems are often complex and present unique challenges. As such, this role requires the ability to think critically and make clear observations using reasoned judgement. Collaboration is key, as you support the organization in its efforts to elevate focus on customer-first research.

Primary Responsibilities:

  • Lead efforts in optimizing the in-store customer experience which includes, but not limited to: signage, kiosk, gate access, sales process, etc
  • Lead projects that enhance stakeholder’s understanding of the customer and help drive experience improvement
  • Develop surveys that provide actionable insights, demonstrate outcome and impact, and track NPS and KPIs through standardized methodologies
  • Analyze survey data and deliver in various easy-to-understand formats, such as Excel charts, graphs, as well as reports, presentations, visualizations, dashboards, and infographics
  • Synthesize and present research insights to inspire and recommend design improvements to address customer’s needs and enhance their experience
  • Design, execute and analyze mixed research methods to deepen understanding of customer’s experiences, pain points, needs and behaviors
  • Confidently communicate findings to stakeholders and senior leadership
  • Support and/or lead various CX initiatives and projects
  • Become an expert in our customer journey and customer insights so that you can best represent the voice of the customer in meetings and discussions
  • Primary customer experience support for Operations and Product

Job Specifications:

  • Proven critical thinking skills data/research driven decision-making skills
  • Qualtrics or other survey management tools is a plus
  • Proficient in MS Excel and PowerPoint
  • Team player with excellent collaboration skills
  • Highly motivated and high level of energy and enthusiasm

Requirements:

  • 3+ years of work experience
  • Prior research and survey management experience is required, preferably Qualtrics
  • Ability to design, develop and execute research studies from conception to completion 
  • Strong project management skills: ability to initiate and drive projects to completion with minimal guidance
  • Strong communication and presentation skills
  • Willingness to travel
  • BA is required, Advanced degree is a plus

If you are a current Extra Space employee, please apply through the "Find Internal Career Openings" in Workday.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

QUESTIONNAIRE-3-82

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online