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. 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.
* 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 (industry leading)
* Employee discounts on gym memberships (Fitness Passport), motor vehicles (Mitsubishi), home appliances, energy, health insurance and more
* AIA Vitality health and wellbeing program
* Great focus on diversity and inclusion (Women in Construction Program and annual Building Inclusivity Awards)
* Employee assistance programme to support mental, financial and physical wellbeing
* A huge catalogue of online learning and ongoing professional development programmes
* 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
* Demonstrated 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.
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