Manager of Customer Experience Strategy

Lennar - Miami, FL

Full-time - Mid Level

Miami, FL

Construction of Buildings

About the position

As the Manager of Customer Experience Strategy at Lennar Homes, you will play a pivotal role in shaping and executing the company's customer experience strategy. This position is crucial for developing and implementing initiatives aimed at enhancing customer satisfaction, loyalty, and advocacy across all channels. You will report directly to the Vice President of Customer Care and will work closely with cross-functional teams, including various regions, divisions, and departments, to drive measurable improvements in the end-to-end customer journey and across all touchpoints. Your responsibilities will include developing and refining the overall customer experience (CX) strategy in alignment with the company's goals and objectives. You will conduct thorough research and analysis to identify customer needs, pain points, and opportunities for improvement. Additionally, you will define customer personas and journey maps to understand customer behaviors and preferences at each stage of the lifecycle. Leading cross-functional workshops and brainstorming sessions will be essential for ideating innovative solutions to enhance the customer experience. Collaboration will be key as you work to ensure consistency and alignment of CX initiatives across the organization. You will establish key performance indicators (KPIs) and metrics to measure the effectiveness of CX initiatives and track progress over time. Managing a Voice of the Customer (VoC) program will be part of your role, where you will gather feedback from various touchpoints, including surveys, social media, reviews, and customer interactions. Analyzing VoC data to uncover insights and trends will inform strategic decision-making and drive continuous improvement. As a champion of a customer-centric culture within the organization, you will promote empathy and advocacy for customers at all levels, ensuring regular communication with our regions, divisions, and departments. You will also serve as a subject matter expert on CX-related topics, providing guidance and support to internal stakeholders as needed.

Responsibilities

• 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.