Head Of Customer Experience

Join to apply for the Head of Customer Experience role at NEX Building GroupJoin to apply for the Head of Customer Experience role at NEX Building GroupDirect message the job poster from NEX Building GroupTalent and OD Professional I DISC ADVANCED I Career Coach I Wellbeing I L&D Facilitator Join NEX, setting a new standard in quality, residential housing and building better futuresOwn CX strategy and processes, leadership of business unit and centralised teamsNorwest office with interstate travelThe 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 benefitsWe 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 injuryPurchased leave – opportunity to apply for up to 2 weeks extra leave each yearPaid 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 moreAIA Vitality health and wellbeing programA 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 wellbeingA huge catalogue of online learning and ongoing professional development programsNAWIC and HIA corporate membershipAttractive remunerationAnd so much more
About the opportunityReporting 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 operationsBenchmark service standards and develop high impact, signature NEX group customer experiencesDrive continuous improvement across service delivery teams, setting clear KPIs and collaborating closely with customer service and frontline teamsDesign, implement and optimise team structures to ensure resources are deployed in the most efficient and effective mannerPropose and own improvements to systems and processes to unlock efficiencies in CX teams, whilst driving improvements to the end-to-end customer experienceTrack and monitor effectiveness of frontline teams, and deliver against key metrics such as employee and customer satisfaction scoresDrive digital transformation efforts to enhance customer and frontline employee interactionsInspire, coordinate, and drive the performance of the team, and elevate performance through mentoring, inspiring and coachingCollaborate closely with leaders at all levelsAbout youYou 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 deliveryStrong leadership and team management skillsExcellent strategic planning and operational execution abilitiesDemonstrate an innovative approach to solving problemsEmbrace diversity and create inclusive teamsHold yourself and others accountableApproach all processes with a continuous improvement mindsetIdeally with exposure to design, big box retail, building products or FMCGInterested?
The appointment of successful applicants will be subject to satisfactory employment screening and depending on the inherent requirements of the role, may involve the completion of a National Police Check and pre-employment medical.Apply today
If you are determined to make a difference and want to join an innovative and inclusive organisation committed to building better futures, click on the APPLY button.
To find out more about NEX Building Group go to nexbg.com.au or follow us on LinkedInOur 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.Seniority level Seniority level Mid-Senior levelEmployment type Employment type Full-timeJob function Job function Customer Service, Management, and ConsultingIndustries Construction and Marketing ServicesReferrals increase your chances of interviewing at NEX Building Group by 2xGet notified about new Head of Customer Experience jobs in Baulkham Hills, New South Wales, Australia .
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