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Lendlease (US) Services Inc. is Hiring a Manager Customer Experience Near Fort Hood, TX
Lendlease is a globally integrated real estate and investment group with core expertise in shaping cities and creating strong and connected communities. Being bold and innovative characterises our approach and doing what matters defines our intent. We create award-winning urban precincts, new communities for older people and young families just starting out, retail precincts, and work places to the highest sustainability standards. We are also privileged to create essential civic and social infrastructure including state-of-the-art hospitals, universities and stadiums around the world. Headquartered in Sydney, our people are located in four operating regions: Australia, Europe, the Americas and Asia Job Summary Reporting to a Sr. Manager of Customer Experience, the Manager Customer Experience is an onsite leader at the project level. Their role requires them to build relationships, influence and collaborate with all stakeholders to advocate for our customers (residents), identify customer experience improvement opportunities, and guide project-level customer action planning efforts to ensure they are customer-centric and fully executed. Essential Job Functions, Duties and Responsibilities The following statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified. Focusing on the four stage CX model (Leadership, Associates, Partnerships and CX Management) as well as customer insights, the role identifies where gaps in the CX process and resident experience exist and are hindering the growth of the customer experience to then collaborate with the Lendlease and Winn project teams and corporate leaderships to ascertain potential solutions, action plans, and tactics that can be executed through our operating partner, Winn. This tactical role collaborates with our operating partner, Winn, to assist in identifying CX-related initiatives, best practices, systems, tactics, and processes that will drive customer satisfaction. The goals in this role are improvements to customer and business metrics and achieving performance levels benchmarked above industry peers across their assigned project Provides leadership, direction, strategy, and tactics to the site based Lendlease and Winn (operating partner) leadership to drive the project’s customer experience and business outcomes and overall engagement in CX. Works independently to identify project level business opportunity that exist for elevating customer experience and implements change to effect positive experience outcomes. Drive the project level operating team from Winn through complex operational challenges that impede project customer as well as financial success. Accountable for developing and implementing customer strategic plans and tactics across their project. Through heightened customer outcomes and improved operations, impact financial results and mitigate risk at assigned project. Devise and implement both long term (multi-year) and short-term strategy and tactics for their project. Guide Lendlease Communities leadership and project leadership to identify opportunities in the customer experience and agree to strategies, tactics, and outcomes. Embed CX and sound business best practices into the project. Regulate core CX initiatives and programs holding project level teams responsible and accountable for the implementation of tactics and results. In conjunction with all stakeholders drive CX action planning, activities, and outcomes. 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. Guide and monitor customer service recovery efforts. Drive the implementation of core components of the CX initiatives and programs with project level leadership to achieve KPI’s and customer metric results. Unify and guide resident “engagement” activities and events. Manage, set the tone, direct, and synthesize the efforts of the project RAB in coordination with RAB guidelines. Guide the education, training, and utilization of CX tools, processes, systems, and “improvement” methodologies that support initiatives to drive experience changes Review and approve all resident-facing communications, collateral, messaging, etc. to ensure a “customer friendly” tone. Project level day-to-day CX leadership. Cultivates a culture that is service, customer and associate focused. Monitors and assists in reporting on CX program outcomes and compliance Assist assigned locations in embracing change through change management principles Socialize and educate stakeholders at all levels on CX to foster an ongoing cultural shift through training, developing and coaching stakeholders to adopt CX principles and behaviors. Administrative duties including business travel management, expense reporting, progress reports, and supporting the administration of systems and programs. General Background and Minimum Requirements Bachelor’s degree or equivalent experience in leadership roles in OpEx, CX, or similar continuous improvement environment. A professional CX designation is a plus. Robust persuasion and influencing skills to bring about change. Effective communication and presentation skills, with the ability to speak and communicate effectively with various audiences. A leadership style that is inclusive, collaborative and that can energize and motivate diverse and inclusive teams Experience working in a Lean or other continuous improvement environment and in implementing continuous improvement-based processes, tools, and techniques 2 – 3 years of operations management experience preferably in a housing or hospitality environment A successful record of leading continuous improvement efforts that have delivered significant improvement in operational and customer metrics. Self-driven, motivated, and detail-minded with strong deductive reasoning Highly ethical Working knowledge of MS Office (Excel, Power Point and Access) Ability to travel frequently 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 & Inclusion within our workforce, our Americas CEO, Denis Hickey, is a signatory of CEO Action for Diversity & Inclusion™, the largest CEO-driven business commitment to advance diversity and inclusion in the workplace. At Lendlease, we are committed to building a better tomorrow, where everyone feels welcome, valued, and respected. #diversity https://www.linkedin.com/posts/lend-lease_building_a_better_tomorrow https://www.linkedin.com/pulse/we-need-do-more-denis-hickey https://www.ceoaction.com/actions/a-message-from-denis-hickey/ 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. Please Click Here for an explanation of your Equal Employment Opportunity rights. VEVRRA Federal Contractor Lendlease Job Applicant Privacy Notice for California Residents Please click on the link to view the Lendlease Privacy Notice for California Residents We are an E-Verify Participant: English & Spanish
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