Director of Customer Experience

Director Of Customer Experience

Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500 company and consistently ranked among the top homebuilders in the United States.

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.

Your Responsibilities on the Team

• 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.

Your Toolbox

• 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.

Physical & Office/Site Presence Requirements:

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.

This description outlines the basic responsibilities and requirements for the position noted. This is not a comprehensive listing of all job duties of the Associates. Duties, responsibilities and activities may change at any time with or without notice.

During the course of your employment, you may be required to use, download, or access certain Company-approved tools, programs, applications, or systems. These resources may include, but are not limited to, applications designed for customer engagement, operational efficiency, data analysis, Artificial Intelligence (AI) tools, and other business functions.

At Lennar, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth. Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of. Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments. To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations. From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies. Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone's Included Day. At Lennar, we believe in investing in our Associates, empowering them to thrive both personally and professionally. Lennar Associates will have access to these benefits as outlined by Lennar's policies and applicable plan terms. Visit Lennartotalrewards.com to view our suite of benefits.

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.