VP of Customer Experience

Summary of Position Requirements:

The Vice President of Customer Experience plays a critical role in shaping and maintaining Lennar’s reputation for exceptional customer service and product quality. The Vice President of Customer Experience is responsible for leading and managing all initiatives related to customer satisfaction, experience, and product/service quality within the organization. This role is instrumental in defining and executing strategies to enhance customer satisfaction, improve product/service quality, and drive operational excellence.

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Primary Duties and Responsibilities:

Customer Experience Leadership:

• Leads the customer care team in daily activities and engagement with customers
• Develop and implement a customer-centric culture throughout the organization.
• Define and track key customer experience metrics (e.g., Net Promoter Score) to measure performance and identify areas for improvement.
• Champion customer feedback and advocate for customer needs within the company.

Quality Assurance:

• Oversee the development and execution of quality assurance programs and processes.
• Establish quality standards and metrics for products and services, through Scopes of Work per trade partner.
• Collaborate with trade partners to identify and address quality issues and drive continuous improvement.

Team Leadership:

• Build and lead a high-performing team responsible for customer experience and quality initiatives.
• Provide coaching, mentorship, and professional development opportunities to team members.
• Set clear goals and expectations that align with company strategy and regularly evaluate team performance.

Process Improvement:

• Identify process inefficiencies and recommend improvements to enhance the customer experience and quality.
• Work closely with purchasing, product development, construction and other departments to implement process enhancements.

Customer Feedback and Insights:

• Collect, analyze, and interpret customer feedback and insights to drive strategic decision-making.
• Implement mechanisms for gathering and disseminating customer feedback throughout the division and nationally.

Technology and Tools:

• Evaluate, implement, and manage customer experience and quality management tools and technologies.
• Ensure the efficient use of technology to support customer-centric initiatives.

Stakeholder Engagement:

• Collaborate with division leadership to align customer experience and quality goals with overall business objectives.
• Present regular reports and updates on customer experience and quality performance to the Division leadership

Education and Experience Requirements

• Bachelors degree in a construction or business related field required.
• Seven or more years’ experience in residential construction or project management, preferably with a national homebuilder desired.
• Computer literacy and proficiency in MS Office required, JD Edwards, Auto CAD, Buzzsaw, Build Pro/ SupplyPro experience preferred.
• Knowledge of architectural design and process improvement desired.
• Proven experience in a senior leadership role focused on customer experience and quality management.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Knowledge of industry best practices in customer experience and quality management.
• Demonstrated ability to lead and motivate cross-functional teams.
• Experience with customer experience management software and quality assurance tools is a plus.
• Exempt Status