Director of Customer Experience

Lennar•Orlando, FL

1d•Onsite

About The Position

The Director of Customer Experience is responsible for driving customer satisfaction by leading customer care initiatives, ensuring quality assurance, and enhancing homeowner experiences. This role will focus on improving processes, advocating for customer needs, and ensuring that every interaction reflects Lennar’s commitment to excellence. The Director will work cross-functionally with leadership, construction teams, and trade partners to maintain high-quality standards and implement best practices.

Requirements

Bachelor’s degree in business, Construction, or a related field preferred.
10+ years of experience in customer experience, quality management, or residential construction, preferably with a national homebuilder. (Inclusive of 5+ years in a leadership or senior managerial role, overseeing quality assurance processes, managing teams, and ensuring compliance with building codes, specifications, and industry standards.)
Strong leadership experience with a proven ability to manage and develop teams.
Excellent problem-solving, analytical, and decision-making skills.
Proficiency in Microsoft Office; experience with JD Edwards, AutoCAD, BuildPro/SupplyPro, or Salesforce is a plus.
Strong understanding of construction processes, architectural design, and process improvement methodologies.
Ability to communicate effectively across teams and influence key stakeholders.
Experience with customer experience management software and quality assurance tools is a plus.
Regular, in-person attendance at Company communities/job sites and offices during regular work hours is an essential function of this job.
Requires the ability to work more than eight hours per day in the confined quarters of a construction trailer, the ability to operate a motor vehicle, read plans, climb stairs and ladders, bend, stoop, reach, lift, move and/or carry equipment which may be in excess of 50 pounds.
Job may require occasional operation of construction equipment.
Finger dexterity may be required to operate a computer keyboard and calculator.

Nice To Haves

experience with JD Edwards, AutoCAD, BuildPro/SupplyPro, or Salesforce is a plus.
Experience with customer experience management software and quality assurance tools is a plus.

Responsibilities

Lead, inspire, and drive the Customer Care and Quality Assurance team with a customer-first culture, ensuring consistent engagement and exceptional service across all touchpoints.
Develop and implement strategies to embed a customer-centric mindset throughout the organization.
Utilize customer metrics for continuous improvement by tracking and analyzing key metrics like NPS to assess performance and identify areas for enhancement.
Advocate for the voice of the customer, ensuring customer feedback informs operational improvements and shapes business strategies.
Oversee and lead quality control and service standard initiatives to maintain high construction and service standards, ensuring top-tier customer experiences.
Establish and enforce rigorous quality standards for trade partners, ensuring alignment with company expectations.
Streamline customer care processes, identifying inefficiencies to implement strategic improvements that enhance workflows and customer satisfaction.
Collaborate across departments for enhanced experiences and work closely with Sales, Construction, and other teams to improve processes and deliver seamless customer experiences.
Build and develop a high-performing team. Mentor and provide professional development for the customer experience team, ensuring high levels of performance and accountability.
Align Customer Experience with business goals. Partner with leadership to ensure customer experience strategies align with broader business objectives and drive company success.