Customer Experience Analyst

About Us

At EA, you'll find yourself surrounded by dynamic professionals that embrace collaboration and curiosity to foster innovation and problem‑solving. This culture forms the essence of our value proposition to apply high‑quality, objective, and interdisciplinary services to complex environmental challenges. With a strong foundation in servant leadership and community service, EA employees are encouraged to pursue personal and professional passions. As a team, we empower each other to share ideas, believe in our common purpose, and value differing perspectives.

We are seeking a highly skilled and detail‑oriented Analyst to manage, optimize, and scale our customer experience (CX) strategy and processes. This individual will be responsible for implementing, overseeing and maintaining a customer relationship management (CRM) software platform, creating and managing automation workflows, distributing surveys, and providing actionable CX insights through data analysis and reporting across EA's Client Programs and Operations departments.

The ideal candidate will be a CX champion with strong data analytical skills, capable of translating business needs into effective solutions that support growth and improve the customer journey.

• Actively support the development and implementation of CX workflow and processes.
• Maintain, configure, and customize CRM, including contact records, pipelines, personnel and project history, marketing collateral, and integrations.
• Monitor data integrity, accuracy, and effective segmentation across all customer records.
• Monitor CRM system performance and implement enhancements to improve usability and efficiency.
• Support internal communications and information flow on CX aspects between EA stakeholder departments.
• Train and support users on CRM features and best practices.
• Develop and deliver regular reports, forecasts, and dashboards to senior leadership, highlighting CX performance metrics and actionable insights.
• Maintain up-to‑date knowledge and expertise in utilizing EA's selected CX Software
• Periodically attend industry conference events promoting EA.

Note:

This position will require periodic travel to EA Hunt Valley office or industry conference locations (less than 10%).

• Bachelor's degree in Business, Marketing, or a related field.
• 5+ years of hands‑on experience managing CRM platforms (e.g. Client Savvy, Unanet, Cossential, Salesforce, Hub Spot);
  Client Savvy preferred.
• Demonstrated abilities in marketing and/or client acquisition in the A/E/C industry.
• Proven success in supporting CX sales and marketing operations through CRM strategy and execution.
• Strong analytical and problem‑solving skills with keen attention to detail.
• Excellent communication skills‑written, verbal, and interpersonal.
• Ability to manage multiple priorities, work with numerous simultaneous project teams in a fast‑paced, dynamic environment.
• Proficiency in Microsoft Office Suite, especially Excel, Word, and Teams.
• Experience with CRM reporting tools.
• Proficiency using data visualization platforms.
• Note:
  
  This position requires specific driving duties. You must be able to pass a motor vehicle records check required by our insurer.

Offers of employment are contingent upon successful completion of a drug screen.

EA pay range for this position is intended as a general guideline and does not guarantee specific compensation or salary. Factors considered when making an offer include job responsibilities, education, experience, knowledge, skills, abilities, internal equity, alignment with market data, and compliance with federal and state laws.

The EA pay range for this position is $70,000 — $75,000 USD.

At EA, our core values are openness, balance, and challenge and we strive to improve the quality of the environment in which we live, one project at a time. Our professional, team‑centric culture promotes collaboration and flexibility and allows employees to guide their own career development path. To that end, we provide training and coaching to support ongoing development for our project managers and consulting engineers.