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Manager of Customer Experience Strategy

2 months ago

Miami, United States Lennar Homes Full time

We are Lennar 

Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States.

Join a Company that Empowers you to Build your Future

As the Manager of Customer Experience Strategy, you will play a pivotal role in shaping and executing our Company's Customer experience strategy. You will be responsible for developing and implementing initiatives to enhance Customer satisfaction, loyalty, and advocacy across all channels. Reporting to the Vice President of Customer Care, you will collaborate closely with cross-functional teams including Regions, Divisions and Departments to drive measurable improvements in the end-to-end Customer journey and across all touch points.

Your Responsibilities on the Team 

  • Develop and refine the overall CX strategy in alignment with the Company's goals and objectives.
  • Conduct thorough research and analysis to identify Customer needs, pain points, and opportunities for improvement.
  • Define Customer personas and journey maps to understand Customer behaviors and preferences at each stage of the lifecycle.
  • Lead cross-functional workshops and brainstorming sessions to ideate innovative solutions for enhancing the Customer Experience.
  • Collaborate cross-functionally to ensure consistency and alignment of CX initiatives.
  • Establish key performance indicators (KPIs) and metrics to measure the effectiveness of CX initiatives and track progress over time.
  • Manage a Voice of the Customer (VoC) program to gather feedback from various touchpoints, including surveys, social media, reviews, and Customer interactions.
  • Analyze VoC data to uncover insights and trends, and use these insights to inform strategic decision-making and drive continuous improvement.
  • Champion a Customer-centric culture within the organization and promote empathy and advocacy for customers at all levels with regular communication to our Regions, Divisions and Departments.
  • Serve as a subject matter expert on CX-related topics and provide guidance and support to internal stakeholders as needed.

Requirements

  • Bachelor's degree in Business Administration, Marketing, or a related field. Master's degree preferred.
  • Minimum of 5 years of experience in customer experience management, strategy consulting, or a related field.
  • Proven track record of developing and implementing successful CX strategies that drive tangible business results.
  • Strong analytical skills with the ability to translate data into actionable insights and recommendations.
  • Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively across functions and levels.
  • Detail-oriented with strong project management skills and the ability to manage multiple priorities in a fast-paced environment.
  • Proficiency in customer experience measurement tools, CRM systems, and data analytics platforms.
  • Experience in implementing and managing Voice of the Customer (VoC) programs is preferred.
  • Passion for delivering exceptional customer experiences and a relentless drive for continuous improvement.

Join our team and be part of a culture that values innovation, collaboration, and putting the customer at the center of everything we do. If you're ready to make a meaningful impact and help shape the future of customer experience at Lennar, we'd love to hear from you

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.

 

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.