Customer Experience

Overview

Lead end‑to‑end customer experience, drive NPS, improve journey, and embed CX culture.

Key Responsibilities

• customer strategy
• process improvement
• nps management
• qualtrics dashboards
• cx metrics
• team coaching

Tasks

-Lead the end-to-end customer experience strategy, ensuring consistent, high-quality service delivery across all stages of the build journey. -Oversee customer communication processes, identifying opportunities for improvement and implementing best practice initiatives. -Partner with internal stakeholders to resolve complex customer issues, balancing empathy with commercial and operational outcomes. -Drive process improvement initiatives to streamline workflows, enhance efficiency, and elevate the customer journey. -Manage NPS, Customer surveys, and dashboards through the use of Qualtrics. -Coach and develop the Customer Experience team to uphold Clarendon’s brand values and service standards. -Represent the voice of the customer in leadership discussions and continuous improvement projects. -Monitor and analyse customer feedback and satisfaction metrics (e.g. NPS, surveys), translating insights into actionable improvements. -Establish CX metrics, dashboards, and review cycles to track customer sentiment and business impact.

Requirements

• qualtrics
• crm
• leadership
• customer experience
• data-driven
• digital transformation

What You Bring

-Demonstrated success in leading teams and improving customer satisfaction outcomes. -Proven ability to work cross-functionally and influence at all levels of the business. -Strong communication, conflict resolution, and problem-solving skills with a customer-first mindset. -5+ years’ experience in customer experience, service delivery, or client relationship management (property or construction industry experience desirable). -Loan Market Elevate – expert financial solutions to support our customers’ property journeys -Data-driven approach — able to interpret customer insights and translate them into measurable improvements. -Specific experience with Qualtrics and relevant Qualtrics experience management certification (XM). -Experience in digital transformation or CRM-led-service improvement.

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Benefits

-Retail discounts across travel, groceries, and lifestyle -Savings on home builds, trades, suppliers, and utilities -Generous leave – including parental, volunteer, and community service leave -Wellbeing support for you and your family (EAP, financial coaching, health programs) -Domaine Homes – affordable, stylish homes designed for modern families -Competitive base salary + generous commission structure -Ongoing learning and development through the CPG Academy -Health and wellbeing perks – gym discounts, health insurance, annual nutrition & fitness check-ins

About Clarendon Homes

-Began as a one-house spec project in Sydney’s western suburbs. -Expanded into house-and-land packages, two-storey builds, and acreage homes in NSW and QLD. -Offers a range of design-led home options including single-storey, double-storey, acreage, knock-down rebuilds, and house-and-land packages. -Maintains over 80 display homes in NSW and QLD showcasing flexible and luxury design options. -Known for a family-run culture emphasizing local ownership, design innovation, and focus on liveability.

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