Vice President, 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

The Vice President, Customer Experience drives Customer Experience (CX) strategy development and plan execution. The Vice President of CX is responsible for designing, implementing, and overseeing strategies that enhance customer satisfaction, loyalty, and engagement across all customer touchpoints.
This position helps drive the Customer Experience strategy across all Operational functions, while partnering closely with IT and Marketing. Areas of focus may include, but are not limited to, elevating the customer experience within the contact center, self-show process, leasing, move in and move out, etc. In addition, this role will work closely with the field offices to ensure that the plan is executed and meeting expected outcomes.

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.

• Develop and execute a customer experience strategy that aligns with the company's mission, vision, and business objectives.

• Collaborate with executive leadership to set and communicate a clear, customer-centric vision that drives business growth and brand loyalty.

• Collaborate with the marketing team and asset management team to develop and execute customer retention and acquisition strategies

• Identify and prioritize key CX initiatives to enhance customer satisfaction, reduce churn, and drive long-term customer loyalty.

• Map and optimize the entire customer journey, from onboarding to retention, ensuring a seamless and enjoyable experience at each touchpoint.

• Develop and implement strategies to improve customer onboarding, reduce time-to-value, and increase customer engagement and satisfaction.

• Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer services and other customer facing functions/ channels.

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

• Utilize data-driven insights to personalize and enhance customer interactions, creating a proactive approach to customer experience management.

• Establish metrics and key performance indicators (KPIs) to measure and improve customer satisfaction, Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and other relevant CX metrics.

• Drive continuous improvement initiatives, working closely with product, sales, and operations teams to refine products, services, and processes based on customer insights.

• Champion a culture of continuous improvement across the organization, leveraging customer insights to optimize product development, operational processes, and service delivery.

• Develop customer advocacy programs to strengthen relationships with key customers and foster brand loyalty.

Qualifications:

• Experience articulating strategy, outcomes and key success indicators to C-suite.

• 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:

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

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

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

• Ability to travel to East and West coasts 30% of the time.

• Expertise in customer journey mapping, VoC programs, and data analytics

• 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, UXPressia, or Smaply.

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

• Experience working with technology such as marketing and sales automation to guide Marketing partners on personalized communications, next best action, etc.

Preferred Attributes:

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.

Salary Range

Placement within this compensation range will be determined by the candidate's knowledge, experience and skills.

$162,960.00 - $302,640.00