Customer Experience Coordinator - Part Time

Position Summary

The Customer Experience Coordinator plays a pivotal role in enhancing customer and client satisfaction by coordinating feedback collection mechanisms, analyzing data, and assisting in the development of strategies based on feedback insights. This role also involves managing the JETS Junior Executives program and supporting various customer engagement initiatives, including occasional travel. Additionally, the Customer Experience Coordinator serves as a point of contact for current and past clients who are in distress and need additional support.

Key Responsibilities

- Client Support & Admissions Engagement - Monitor LACA data for trends and bring forward recurring themes for review - Support care planning for clients deemed non-readmittable - Assist with de-escalation of clients in admissions or pre-enrollment crisis - Provide backup to the call team, particularly with youth referrals or partner engagement - Support touring, onboarding, and orienting staff with client experience insight

Cadence

- Daily: LACA monitoring, admissions support, crisis de-escalation - Weekly: Core Team follow-up, staff tours, call team backup - Monthly: Readmission flag review and admission trend reporting

Client Feedback Collection & Analysis

- Manage and organize suggestion boxes and feedback collection systems - Coordinate execution of survey efforts - Organize and store client feedback in accessible formats for CXO and leadership - Analyze collected data for trends and opportunities - Support development of reports, presentations, and solutions from insights

JETS Program & Departmental Collaboration

- Coordinate the Junior Executive Team (JETS) program alongside the CXO - Plan and support mentoring sessions, team branding, and culture-building efforts - Assist in documenting collaboration outcomes, wins, and follow-ups - Promote cross-departmental connection.

Qualifications

- Strong analytical skills with the ability to interpret data and draw actionable insights. - Excellent organizational and project management skills. - Proficiency in data analysis tools and software. - Strong communication and presentation skills. - Ability to work collaboratively with cross-functional teams. - Prior experience in customer experience management or related roles is a plus. - Willingness to travel as required for alumni engagement events and program management. - Valid driver’s license and reliable transportation (if required for inter-campus coordination) - Ability to pass a background check per Utah DHHS regulations

Employment Offers

Employment offers are contingent upon successful completion of required pre-employment screenings, which may include background checks, fingerprinting, applicable sex offender registry screenings for Adult Residential roles, and other position-related verifications. Roles requiring driving are subject to a Motor Vehicle Record (MVR) review and valid Utah driver’s license.

EEOC Statement

Odyssey House is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.