Customer Experience Analyst-WA
Company: D.R. HORTON, INC.
Location: Kirkland
Posted on: January 12, 2021
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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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