VP of Customer Experience

Job Description

Vice President of Customer Experience

We are Lennar

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.

Join a Company that Empowers you to Build your Future

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.

• A career with purpose.
• A career built on making dreams come true.
• A career built on building zero defect homes, cost management, and adherence to schedules.
  
  
  

Your Responsibilities On The Team

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
  
  
  

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.
  
  
  

Contacts

Daily interaction with various division personnel, outside agencies, business partners, consultants, and vendors.

Life at Lennar

At Lennar, Everything’s Included in our homes, and Everyone’s Included on our team. Our Everyone’s Included vision is to unleash the power of diversity within our workforce to drive innovation and sustainable growth.

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.

Physical & Office/Site Presence Requirements:

Requires the ability to work in excess of eight hours per day in the confined quarters of an office and/or the field environment. Also requires the ability to operate a motor vehicle, read plans, climb stairs and ladders, bend, stoop, reach, lift, move and/or carry items up to 50 pounds. Must be able to see, speak and hear. Finger dexterity required to operate a computer keyboard, calculator, iPad and iPhone. Must be able to work in an outdoor construction environment under all weather conditions around hazardous chemicals, dust and dirt. Office work requires sitting at a computer monitor for extended periods of time, completing paperwork, and meeting with vendors and contractors and to receive/return phone messages. Standing is required for filing and copying. Limited travel may be required.

This description outlines the basic tasks and requirements for the position noted. It is not a comprehensive listing of all job duties of the associates.

• This information is intended to be a general overview and may be modified by the company due to factors affecting the business.
  
  
  

General Overview of Compensation & Benefits:

We reasonably expect the base compensation offered for this position to range from an annual salary of $135,322.04 - $200,189, subject to adjustment based on business-related factors such as employee qualifications, geographic pay differentials (e.g., cost of labor/living, etc.), and operational considerations.

• This position may be eligible for bonuses.
• This position may be eligible for commissions.
• This position will be eligible for the described benefits listed in the above section in accordance with Company Policy.
• This information is intended to be a general overview and may be modified by the Company due to factors affecting the business.
  
  
  

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