Director, Customer Experience

Tricon Residential is an owner and operator of a growing portfolio of more than 38,000 single-family rental homes in the U.S. Sun Belt and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon’s culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life’s potential. For more information, visit Tricon Residential.

Job Description

Essential Duties and Responsibilities include the following but are not limited to the job specifications contained herein.  Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.

Strategic Leadership:

• Support the development and lead the implementation of customer experience initiatives that align with the organization’s overall business goals and objectives.

• Champion customer-centricity at all organizational levels.

• Collaborate with leadership to define CX goals and KPIs.

• Identify opportunities to improve the customer experience by analyzing customer feedback, customer journey mapping, and conducting market research.

• Develop and implement customer-centric policies and procedures to improve the customer experience and promote customer loyalty.

• Work cross-functionally with other departments to ensure a consistent and exceptional customer experience across all touchpoints.

Customer Journey Mapping and Insights:

• Map and analyze customer journeys to identify pain points and opportunities.

• Identify gaps in the customer journey and recommend process improvements.

• Collect and analyze customer feedback through surveys, reviews, and other data sources.

• Utilize analytics and insights to understand customer behavior and preferences.

Process Improvement:

• Partner with operations, asset management, marketing, and IT teams to optimize customer touchpoints.

• Implement streamlined processes that enhance the customer experience.

• Drive innovation and implement technology solutions to improve CX.

• Leverage technology to enhance the tenant experience.

Performance Measurement and Reporting:

• Track and analyze key performance indicators (KPIs), such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), tenant retention rates, and service resolution times.

• Prepare and present regular reports on CX performance to stakeholders.

• Identify trends and recommend actions to improve metrics.

• Monitor and report on key performance indicators (KPIs) related to customer experience and provide regular updates to the executive team.

• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.

Qualifications:

• Data-driven mindset and an aptitude for technology: being adept on all the tools and technologies that help businesses deliver, manage, measure and improve customer experience.

• Strategic thinking and foresight:  able to foresee market changes, dynamism in customer expectations and strategize to guide the company to live up to those expectations in the fast-evolving digital world.

• Interpersonal, networking and influencing skills: able to nurture great relationships internally and understand the pulse of customer and external stakeholders such as vendors and channel partners.

• Working backwards to lead the end-user experience: able to visualize end-user experience and then work backwards to plan, strategize, and execute RX efforts to deliver great experiences.

• Strong analytical skills with experience in data analysis and customer journey mapping:  adept at interpreting and leveraging data insights for constantly enhancing customer experience.

• Knowledge of customer experience, best practices, and industry trends.

• Display strong leadership, team building, project-management, and delegation skills.

• Ability to communicate financial justifications and analysis for key CX initiatives.

Minimum Requirements:

• Bachelor's degree in business, marketing, communications, or related field

• 8+ years of experience in customer experience, customer service, or related field

• 5+ years of experience in the real estate or property management industry

• Experience in developing and implementing customer-centric policies and procedures

• Knowledge or experience with Design Thinking, documentation of pain points, and utilizing empathy to ideate

• Knowledge and experience working with CX journey mapping tools such as Mural, Miro, UXPressia, or Smaply

• Experience working with contact centers to improve the customer experience with omnichannel capabilities and advanced CRM capabilities.

Preferred Attributes

• Master's degree

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, including:

• Frequently required to sit, talk, and hear.

• Frequently required to stand and move; use hands to grasp, squeeze, finger, handle, and feel; reach, push, and pull with hands and arms; occasionally required to twist; reach overhead; stoop, kneel, squat, bend, and crouch.

• Occasionally lift, carry, and move up to 10 pounds.

• Vision abilities required by this job include close vision, distance vision, and depth perception.

At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.