Customer Journey & Marketing Insights Strategist

The Company
At Spartan Investment Group our mission is to improve lives through our values. We do this by finding value-add and opportunistic investments offering solid returns to our investors. Providing an opportunity to grow for our partners and creating lasting wealth for everyone with whom we conduct business is how we make our greatest contribution. 
We specifically focus on self-storage projects capitalizing on amazing deals in other asset classes. In 2021, we were listed as the 5th fastest growing real estate company in the US and joined the list of the top 100 owners of self-storage. We are members of the Inc. 5000 fastest-growing private companies in America and in 2023 we were #13 in Denver Business Journals list of top places to work.
Mission
The mission of the Customer Experience Strategist is to continuously improve every customer interaction across SIG, FUS, and SCM so that experience translates into conversion, satisfaction, loyalty, and revenue, not just service quality.
This is not a customer service role. Marketing doesn't end when a lead comes in: every touchpoint, from a website visit to a phone call to the move-in process, shapes trust and long-term loyalty. This person owns understanding how customers discover, evaluate, and choose our brands, and turns that understanding into concrete improvements across the journey. They work closely with the Marketing Director and cross-functional specialists to remove friction, run a structured Voice of Customer program, and make customer experience a measurable driver of occupancy, revenue, and customer lifetime value rather than a soft metric.
Outcomes

• Raise overall CSAT to 85% or higher.
• Move NPS into positive territory, with a target of +20 or better, and re-baseline it if the current score is materially different once the program is live.
• Increase average Google review rating to 4.5 stars or better, with review volume up 20 to 30% year over year.
• Cut online lead-form and inquiry abandonment by 15 to 20% by removing the highest-friction points identified in journey mapping.
• Reduce average customer effort score by 15%, targeting a low-effort experience across lead handling, scheduling, and move-in.
• Increase referral-driven leads and rentals by 15 to 20% year over year.
• Improve customer retention and reduce avoidable churn by 5 to 10%.
• Stand up a structured Voice of Customer program pulling from at least 5 sources (reviews, CSAT, NPS, CRM feedback, website behavior) within 90 days, with a monthly reporting cadence.
• Deliver a completed, prioritized journey map with a documented friction backlog for each of the three brands within 6 months.
• Deliver monthly, actionable CX recommendations to SEO, Content, Growth Marketing, Business Development, and Digital Experience, with at least 70% adoption within a quarter.
• Maintain consistent enterprise CX standards across FreeUp Storage facilities while allowing local flexibility, measured through a standardized quarterly CX audit score.

• Customer-Centricity: Starts from the customer's actual experience, not the org chart. Notices friction that internal teams have stopped seeing because they're used to it.
• Diagnostic Thinking: Digs past a symptom (a bad review, a drop in conversion) to find the root cause in the journey, rather than treating each complaint as a one-off.
• Analytical Rigor: Moves comfortably between qualitative feedback and quantitative data, and doesn't let a handful of loud complaints outweigh what the broader numbers show, or vice versa.
• Influence Without Authority: Gets SEO, Content, Growth Marketing, Business Development, and Digital Experience to act on CX findings without owning any of those teams. Makes the case with evidence, not title.
• Continuous Improvement Mindset: Treats CX as an ongoing practice, not a project with an end date. Keeps surfacing the next friction point after the last one is fixed.
• Judgment Under Ambiguity: Balances enterprise consistency against real differences between facilities and markets, and knows when to hold the standard versus when to flex it.
• Communication & Storytelling: Turns scattered feedback and data into a clear, prioritized narrative that non-CX specialists can act on quickly.

• Bachelor's degree in Marketing, Business, Customer Experience, Communications, Psychology, or a related field.
• Minimum  years of experience in Customer Experience, Digital Experience, Marketing Strategy, UX, or Customer Insights.
• Experience improving customer journeys using data and customer feedback.
• Strong analytical and problem-solving skills.
• Experience working cross-functionally with marketing, digital, and operational teams.
• Excellent communication and presentation skills.

• Customer journey and experience: customer journey mapping, customer experience frameworks, service blueprinting, journey optimization, and persona development.
• Analytics: Google Analytics 4, Microsoft Clarity or Hotjar, conversion funnel analysis, customer behavior analysis, and dashboard reporting.
• Voice of Customer: CSAT, NPS, customer surveys, review management, feedback analysis, and customer interviews.
• Marketing: digital marketing, CRM, marketing automation, website optimization, email marketing, and conversion optimization.
• Preferred: HubSpot, UX research, A/B testing, and AI-powered customer insights tools.

• Dedicated home office or professional remote work environment.
• Reliable high-speed internet connection capable of supporting video conferencing and daily business operations.

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