Customer Experience (CX) Manager •At McDonald Jones Homes we lead the way in the new home-building experience •Opportunity to make a meaningful impact on customer and employee experience •Norwest location I Rewarding remuneration plus benefits The MJH Group (incorporating the iconic McDonald Jones Homes and MOJO Homes brands) is not just in the new home building industry; we are in the business of delivering an unbeatable customer experience from beginning to end. From architecturally designed new homes to finance options, from multi-residential projects to investment properties, the MJH Group has grown and evolved to offer a range of building services which cater to diverse needs, goals and budgets. We set the benchmark in new home building while ensuring that our people, both customers and employees, are at the centre of everything we do along the way. We are proud to belong to the NEX Building Group, a diverse and expanding organisation with over 1300 passionate employees whose 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 builder. Building new homes and better futures for Australians 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 •Purchased leave – opportunity to apply for up to 2 weeks extra leave each year •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 MJH NSW ACT CEO you will work closely with stakeholders across the business to identify improvement opportunities, drive customer‑centric initiatives, and ensure interactions with our customers are seamless, consistent, and aligned to our values and brand. The key focus of this role is ensuring customer needs, insights, and feedback are embedded into everyday decisions, processes, and service delivery. More specifically, you will: •Lead the design and optimisation of end‑to‑end customer journeys across all touchpoints •Identify and remove barriers in customer interactions to improve ease, reduce effort and support retention and lifetime value •Own and track key CX and commercial performance metrics, using insights to influence decision‑making and investment priorities •Act as a strong voice of the customer, influencing stakeholders to balance customer outcomes with business objectives •Partner with Group CX to localise and embed group‑wide CX strategies in ways that deliver measurable value for customers and the business •Drive adoption of customer‑centric ways of working that improve service efficiency, consistency and experience quality •Analyse, map and redesign customer‑ and client‑facing processes to reduce cost‑to‑serve while improving service delivery outcomes 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 bring: •Proven experience in a customer experience/service leadership role •Experience developing end‑to‑end customer journey maps across all contact centre touchpoints •Proven capability to use customer feedback to implement impactful improvements •Data driven decision making •Excellent communication and presentation skills •Demonstrate an innovative approach to solving problems •Embrace diversity and create inclusive teams •Approach all processes with a continuous improvement mindset We are keen to improve female (and other marginalised groups) representation in our workplaces. If this role appeals to you but you don’t feel you tick every box, we encourage you to still apply. We’d love to have a chat with you about your career goals. Interested? 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 LinkedIn 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.