Wisdom Homes is an industry-leading builder in NSW, delivering exceptional homes. Our parent company, Sumitomo Forestry Group Australia is Australia's largest residential building group. Known for our award-winning designs, quality construction, and outstanding customer service, we take pride in creating homes that reflect our customers' lifestyles while offering real value for money.
About the Opportunity:
Wisdom Homes is looking for an experienced Customer Experience Lead to take ownership of our customer experience and help us continually improve the way we support our customers throughout their home-building journey. This is a rare and exciting opportunity for someone who is passionate about customer service, enjoys improving processes and wants to work collaboratively across a growing organisation. As Customer Experience Lead, you will play a key role in understanding our customers, identifying opportunities to improve their experience and working with teams across the business to deliver consistent, high-quality service.
Key responsibilities of the role include:
- Lead and champion customer experience initiatives across the business
- Review customer feedback and identify trends, opportunities and areas for improvement
- Develop and implement initiatives that improve customer satisfaction and engagement
- Work collaboratively with teams across Sales, Pre-Construction, Construction, Maintenance and other key functions
- Identify opportunities to improve customer processes, communication and touchpoints
- Monitor customer experience measures and provide meaningful insights to leaders
- Support teams to understand and respond effectively to customer needs
- Assist with resolving customer experience issues and identifying practical solutions
- Drive continuous improvement across the customer journey
- Promote a customer-focused culture across the organisation
About You:
- Experience in customer experience, customer service, customer success, service improvement, or a similar role
- Solid communication and interpersonal skills
- Excellent stakeholder management skills and the ability to work across different teams
- A proactive approach to identifying and solving problems
- Strong organisational skills and attention to detail
- The ability to analyse feedback and information and turn it into practical improvements
- Experience developing and implementing customer-focused initiatives
- The confidence to influence and engage stakeholders at different levels
What's in it for you?
- Hybrid office/WFH working structure
- Competitive salary package
- Great location in South-West Sydney with onsite parking
- Growth opportunities within the role and the company
- Regular company social and community events
- Reward and recognition program
- Free Employee Assistance Program
- Corporate uniform provided
We are an equal opportunity workplace where diversity is embraced and we encourage qualified candidates of all differences to apply.
Only people who are already able to legally work and live in Australia should apply for this role.
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📌 Customer Experience Lead (Sydney)
🏢 Wisdom Homes
📍 Sydney
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