Customer Experience Strategy Manager

5 days ago

Miami, Florida, United States Lennar Mortgage Full time

About the Role

Lennar Mortgage is a leading mortgage lender dedicated to delivering exceptional customer experiences. We are seeking a highly skilled Customer Experience Strategy Manager to join our team.

Key Responsibilities

  • Develop and refine the overall customer experience 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 customer experience initiatives.
  • Establish key performance indicators (KPIs) and metrics to measure the effectiveness of customer experience initiatives and track progress over time.
  • Manage a Voice of the Customer (VoC) program to gather feedback from various touchpoints, including surveys, 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.
  • Serve as a subject matter expert on customer experience-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 customer experience 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.

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