Head of Customer Experience

Join NEX, setting a new standard in quality, residential housing and building better futures
- Own CX strategy and processes, leadership of business unit and centralised teams
- Norwest office with interstate travel

The NEX Building Group is a diverse and expanding organisation with over 1,300 passionate employees. Our purpose is to build beautiful homes for Australians. Established in 1987 and continuing to evolve both organically and through acquisition, we are well positioned for growth and committed to achieving our vision of being Australia’s leading home building group. Our iconic brands include McDonald Jones, MOJO Homes, Weeks Homes, Wilson Homes, Arden Homes Brighton Homes and Supaloc Steel Frames.
From architecturally designed first homes and multi-residential projects to luxurious residences and investment properties, our brands strive to set the benchmark in the new home building industry while ensuring that our people, both customers and staff, are at the centre of everything we do along the way.

Building new homes and better futures is a true honour and so rewarding. Here are some other rewards and benefits we offer our employees.

**Our perks and benefits**
We believe that our employee community is a key strength of our organisation, and we aim to attract the best talent to achieve our strategic goal of being Australia’s leading residential builder and employer of choice in our sector. We are committed to taking care of our employees, that’s why we offer a bundle of benefits:

- Discount on building a home with any of our building brands (after qualifying period)
- Income protection insurance
- 100% funded by NEX. Covers up to 2 years at 75% of base salary in case of illness or injury
- Paid Parental leave - 12 weeks for the primary carer and 4 weeks for secondary carer (we’re proud to be industry leading with this benefit)
- Employee discounts on gym memberships (Fitness Passport), motor vehicles (Mitsubishi), home appliances, energy, health insurance and more
- AIA Vitality health and wellbeing program
- A genuine focus on diversity and inclusion (we’re proud of our Women in Construction Program and annual Building Inclusivity Awards)
- Employee assistance program to support your mental, financial and physical wellbeing
- A huge catalogue of online learning and ongoing professional development programs
- NAWIC and HIA corporate membership
- Attractive remuneration
- And so much more

**About the opportunity**
Reporting to the NEX Building group MD/CEO, you will work closely with our executive leadership team and cross functional stakeholders, you will own the strategy, processes and systems that are designed to deliver a seamless best in class customer support experience across the end to end new home build journey. More specifically, you will:

- Strategise improvements and a longer-term vision regarding customer experience and service, in conjunction with sales, customer support, IT and operations
- Benchmark service standards and develop high impact, signature NEX group customer experiences
- Drive continuous improvement across service delivery teams, setting clear KPIs and collaborating closely with customer service and frontline teams
- Design, implement and optimise team structures to ensure resources are deployed in the most efficient and effective manner
- Propose and own improvements to systems and processes to unlock efficiencies in CX teams, whilst driving improvements to the end-to-end customer experience
- Track and monitor effectiveness of frontline teams, and deliver against key metrics such as employee and customer satisfaction scores
- Drive digital transformation efforts to enhance customer and frontline employee interactions
- Inspire, coordinate, and drive the performance of the team, and elevate performance through mentoring, inspiring and coaching
- Collaborate closely with leaders at all levels

**About you**
You will share a passion for our purpose and be aligned to our core values; better together, be accountable, people matter and think bigger. In addition, you will:

- 10+ years’ experience in service strategy and delivery
- Strong leadership and team management skills
- Excellent strategic planning and operational execution abilities
- Demonstrate an innovative approach to solving problems
- Embrace diversity and create inclusive teams
- Hold yourself and others accountable
- Approach all processes with a continuous improvement mindset
- Ideally with exposure to design, big box retail, building products or FMCG

**Interested?**
- Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. NEX Building Group and its brands are not responsible for any fees related to unsolicited resumes._