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Customer Experience Manager (Proactive Improvements Implementer) - Military Housing - job 4 of 4

JOB SUMMARY:

In this tactical role, you will leverage our larger CX team, our CX strategy, customer data, as well as CX best practices, to identify and execute on high yielding resident (customer) experience improvement opportunities at your assigned military housing communities. You will guide the implementation of customer-focused operational excellence (OpEx) through building relationships and influencing your stakeholders at the assigned military communities to successfully advocate for and then lead a collaborative effort with them in planning and executing improvements.

The goals in this role are improvements to customer and business metrics and achieving performance levels benchmarked above industry peers across their assigned project.

Work Location and Travel:

This role will be located full-time in a Lendlease Office at Fort Campbell. No special clearance is required to get on-base and perform this role. Lendlease does offer relocation assistance but will not provide ongoing commuting assistance. A fully remote option is not available. Some travel to other military installations and company offices will be required with expenses covered by Lendlease.

ESSENTIAL RESPONSIBILITIES:

The following is intended to describe the general nature and level of work anticipated to be performed. It is not an exhaustive list of all that may be required.

Working within the larger CX team and independently, identify project level business opportunity that exists for elevating customer experience.
Devise and implement both long-term (multi-year) and short-term CX strategies and tactics.
Influence and collaborate with Lendlease Communities leadership to effect change.
Examine, interpret, understand, and communicate data outcomes and analysis from the various sources of customer insights (i.e., voice of the customer, quality assurance, revenue reports, and financial data, etc.) bringing them “to life” for project teams and guiding their use as an agent for change and the primary influencer for leadership and customer-focused decision-making.
In conjunction with all stakeholders drive CX and improvement action planning activities and outcomes through complex operational challenges that impede customer success.
Implement customer strategic plans and tactics across their project.
Regulate core CX initiatives and programs holding project level teams responsible and accountable for the implementation of tactics and results.
Assist assigned locations in embracing change through change management principles.
Manage, set the tone, direct, and synthesize the efforts of the project Resident Advisory Board (RAB).
Through heightened customer outcomes and improved operations, impact financial results and mitigate risk at the assigned project.
Drive the implementation of core components of the CX initiatives and programs with project level leadership to achieve improved overall satisfaction, net promoter score, and ease of doing business.
Unify and guide resident “engagement” activities and events.
Advise on resident-facing communications, collateral, messaging, etc. to ensure a “customer friendly” tone.

MINIMUM REQUIREMENTS:

Must be well-skilled in implementing customer experience initiatives/change.
Working knowledge of the use of customer data and continuous improvement-based tools (i.e., Six Sigma, etc.).
Experience with diverse CX practices and/or operational excellence (OpEx).
Knowledge of the housing or hospitality industries is a strong plus.
Bachelor’s degree or equivalent experience. A professional CX designation is a plus.

Please Note: Certain site-based roles may require adherence to additional client requirements to work on site, which may include COVID-19 vaccinations

Lendlease is all about creating places where people feel comfortable in their environment, allowing us all to be the best we can be. We have long upheld the values of

Equity, Diversity & Inclusion

– no matter who our people are, where they are from, or what their beliefs are. A diverse and inclusive workplace not only means people feel valued and accepted, it helps build a better, stronger and more innovative Lendlease.

Committed to advancing Equity, Diversity and Inclusion is our Americas CEO, Claire Johnston. Throughout her career at Lendlease, Claire has been a champion for DEI, serving as Executive Sponsor of the LGBTQ+ employee resource group, now known as Pride Americas. As CEO, she also leads Lendlease’s DE&I Advisory Council.

Lendlease is an equal opportunity, affirmative action employer.

All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability.

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