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Employee Experience and Satisfaction Manager
2 months ago
We are seeking a highly skilled and experienced professional to join our team as the Director of Customer and Employee Experience. This is a key leadership position that will be responsible for managing all customer service-related initiatives and improving employee engagement activities across our organization.
Key Responsibilities- Customer Service Management: Develop and implement strategies to improve customer satisfaction and resolve consumer complaints in a timely and effective manner.
- Employee Engagement: Design and execute employee engagement initiatives to boost morale and increase productivity across the organization.
- Relationship Management: Maintain and manage relationships with senior leadership within the financial services industry and our builder partners.
- Initiative Management: Manage customer engagement initiatives, including pre-close/move-in survey management and The Inspire Experience - customer satisfaction touch points.
- Collaboration: Work with various departments, including marketing and sales, to create campaigns that encourage potential buyers to purchase a Century Communities home and utilize Inspire Home Loans as their lender.
- Reporting and Analysis: Provide daily, weekly, and monthly reporting to the business on customer satisfaction, sales status, and other key performance indicators.
- Education: Bachelor's degree or equivalent combination of education and experience.
- Experience: 10+ years of experience in the financial services industry with a customer service focus and 3+ years of proven employee engagement activities.
- Licenses and Certifications: Active NMLS License and ability to obtain additional states as necessary.
- Skills: Knowledge of the entire life cycle of a loan experience, credit trends, state and federal mortgage regulations, and expertise in Loan Origination Systems.
As an affiliate of Century Communities, one of the nation's largest homebuilders, we strive to make the dream of homeownership possible. We're committed to fostering an environment of diversity, inclusivity, and respect, and building a culture dedicated to ethical business behavior and responsible corporate activity.
Compensation and BenefitsWe offer a competitive annual pay rate in the range of $115,000-$140,000, with the potential for an annual incentive. Employees will have access to paid time off, medical, dental, vision, basic life insurance, and the Company's 401k plan.
