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Customer Experience Analyst-WA

Company: D.R. HORTON, INC.
Location: Kirkland
Posted on: January 12, 2021

Job Description:

D.R. Horton, Inc., the largest homebuilder in the U.S., was founded in 1978 and is a publicly traded company on the New York Stock Exchange. It is engaged in the construction and sale of high quality homes designed principally for the entry-level and first time move-up markets. The Company also provides mortgage financing and title services for homebuyers through its mortgage and title subsidiaries. Please visit our website at www.drhorton.com for more information.D.R. Horton, Inc. is currently looking for an Customer Experience Analyst-WA--in the Operations Department.--The Customer Experience Analyst is responsible to drive improvements for the overall customer experience. Focus on improving the customer experience by capturing the "Voice of the Customer" (VOC) through data collection, action-tracking and reporting. Uncover and communicate opportunities to all departments regarding all aspects to improve customer experience.Essential Duties and Responsibilities include the following. Other duties may be assigned.* Evaluate Customer Satisfaction Surveys, identify weaknesses and/or patterns, and develop strategies to maximize customer satisfaction and survey scores* Analyze customer satisfaction data to extrapolate meaningful information to prioritize and target customer experience improvement opportunities* Responsible for collaborating with department managers/teams to implement changes in materials, employee development and training programs to improve the efficiency, knowledge, and effectiveness of construction materials, homebuying experience, and the warranty process* Facilitate cross-departmental teams to identify and analyze structural and operational improvement options to deliver extraordinary customer experiences* Analyze D.R. Horton Customer portal for key performance metrics and competitive trends* Monitor multiple sources of (VOC) feedback, including customer surveys, frontline staff input, product reviews, feedback on the website / app experience, and social media content to identify and assess gaps in the customer experience* Serve as the (VOC) to our Production, Sales and Warranty teams* Develop operational metrics and systems/tools to align operations with achieving division's customer satisfaction goals* Instill department ownership of their action plans. Promote and support department's implementation* Become the recognized subject matter expert in delivering an extraordinary customer experience* Motivate division personnel by celebrating successes; individual, department and division achievements* Develop and maintain project plans, issues log and status reports* Continually maintains working knowledge of all company products, services, and promotions* Work with departments to develop implementation action plans and timelines for the new processes* Assist in creating dashboards that share detailed & real-time customer feedback with the organization in an effort to provide a better customer experience* Conducts all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the companyJob Requirements:Education and/or Experience* Bachelor's degree in Marketing or a related field from a four-year college or university* Three to five years' experience in Customer Service* Exceptional troubleshooting and problem-solving abilities* Strong business acumen, and the ability to analyze and use information* Excellent verbal, written and interpersonal communication skills* Demonstrated ability to develop strong working relationships at both executive and staff levels* Excellent service-driven, customer-focused skills* Ability to apply common sense understanding to carry out instructions furnished in written oral form or via DRH applications* Proficiency with MS Office and emailPreferred Qualifications* Working knowledge and experience in JD Edwards a plusCome join--a winning team with a Fortune 500 company! We are growing fast and are--looking for enthusiastic attitudes and team players to join our success. We offer an excellent benefits package including:* Medical, Vision and Dental* 401(K)* Employee Stock Purchase Plan* Flex Spending Accounts* Life Insurance* Vacation, Sick, Personal Time and Company HolidaysBuild YOUR future with D.R. Horton, America's Builder. #WeBuildPeople2Follow us on social media @hortoncareers for an inside look at our company and connect with us on LinkedIn for up to date job listings!LinkedIn, Twitter, Facebook, Instagram

Keywords: D.R. HORTON, INC., Kirkland , Customer Experience Analyst-WA, Professions , Kirkland, Washington

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