Clayton Homes, a Berkshire Hathaway company and the nation’s leading housing provider, is a vertically integrated housing company that builds, sells, and insures affordable housing. Our commitment to creating a World Class Customer Experience is unparalleled in the housing industry; we take pride in ensuring that all Clayton homeowners receive a high level of customer service from the time they visit one of our Home Centers all the way through to the time they take ownership of their new home.
The Director of Consumer Insights & Metrics key responsibility is to build foundational understanding of our customers and to guide enterprise-wide customer-centric decision making. Ultimately, this role is creating competitive advantage for the Company by delivering solid insights that help in defining the strategy, facilitating speed and accuracy in decision making process for lasting positive impact on the Company as a whole. By defining, developing, analyzing, interpreting, leading, and leveraging customer metrics (industry and organizational), this role supports and advances the Company’s Customer-Centric vision to enhance the customer experience from beginning to end. This role will be a mix of strategy and tactics, in a fast-paced environment that proactively identifies home buying trends in marketing and consults with marketing teams to address those trends. The focus will be on shaping the service and product strategy of our NPS and CX driver analysis for all Clayton business units and partners – in a way that provides actionable insights to stakeholders using cutting edge tools and analytical techniques, including emotional measurement. This role will work closely with the Customer Experience Director of Strategy and Planning to guide business decision-making and strategic planning fueled by deep customer understanding.
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You will find much more information about Clayton Homes by visiting our website at: www.claytonhomes.com
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