In this tactical role working with military housing communities, you will leverage data and resources from across Lendlease's portfolio to identify high-yielding resident (customer) experience improvement opportunities. You will determine which solutions to implement, successfully advocate with local leadership and stakeholders, and then lead them through successful implementation.

The goals are to improve customer and business metrics and achieve performance levels benchmarked above industry peers.

Lendlease manages one of the largest portfolios as part of the US Department of Defense's Military Housing Privatization Initiative (MHPI), a program that provides for the transfer of military housing assets to private sector companies. With over 40,000 residential units and more than 12,000 hotel rooms in its portfolio, Lendlease will finance, develop, build, renovate and operate these sites for at least 50 years. Lendlease creates master-planned, sustainable, mixed-use communities that enrich the lives of our brave service members and their families.

Work Location and Travel:

This role will be located full-time in a Lendlease Office at Fort Knox with occasional travel to additionally support 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. Business travel to other military installations and company offices will be required with expenses covered by Lendlease. Fully remote and hybrid options are not available for this role.

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:

• Proven ability to gather and analyze data utilizing CX or OpEx methods including NPS, CSAT, EODB, customer journey maps, customer personas, and VOC.
• Skilled in successfully implementing process changes and employing effective Change Management methods (using such models as Lewin, ADKAR, or others).
• Able to employ continuous improvement methods (i.e., Six Sigma, Kaizen, etc.).
• Bachelor's degree or equivalent experience. Certified Customer Experience Professional (CCXP) or other professional CX designation is a strong 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 - 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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