Location: This position is only located in the Chicago or DC area

Position Summary:

We're seeking a talented Customer Experience Manager to join our Customer Experience Team. You’ll be part of a team working towards accelerating product growth, processes, and technology with the goal of delivering an extraordinary customer experience.  Successful candidate will report to the Director of Customer Experience and will help promote the importance of CX across the organization and work in collaboration with other NAR teams and business leaders to drive synergies across other businesses within the Strategic Business, Innovation & Technology Group and the National Association of REALTORS®.

Duties and Responsibilities:

• Act internally as an advocate for NAR members bridging communication from them to our teams
• Identify research opportunities, and unknown customer needs through data analysis, primary and secondary research and competitive/industry intelligence.
• Collect customer data from different sources (surveys, mapping customer journeys, Voice of the Customer, etc), to analyze and to convert into insights to identify opportunities
• Identify improvement opportunities and develop innovative CX strategies to increase member experience
• Define key success metrics, set performance goals, and continually monitor key performance indicators for improvement withing the REALTORS® Benefits Program
• Work with the production and creative teams to ensure delivery of high-quality products and programs
• Other duties, as assigned

Qualifications:

• At least 5 years of related experience and leadership
• Demonstrated ability to create shared vision, inspire collaboration, and drive change
• Track record of customer-centric decision-making
• Demonstrated ability to develop, adapt, and manage short & long-term plans and strategies to create value
• Effective communication skills—verbal, written, and presentation
• Demonstrated ability to work cross-functionally
• Strong member relations and interpersonal skills with a high level of response to all inquiries
• Ability to travel up to 20% (when business travel resumes)

Organizational Overview:

The National Association of REALTORS® (NAR) is a team of professionals dedicated to providing world-class service to over 1.5 million REALTORS® working in the United States and around the world. The real estate industry is fast-paced and fast-changing--each year, our members participate in the sale, lease, and management of billions of dollars in real estate. As in every industry, our members’ value proposition is constantly being challenged by innovation.

It is our mission to help REALTORS® navigate that change and thrive in their careers. We cannot do that without the ideas, passion, and commitment from our talented employees. As our greatest assets, employees are offered their pick of competitive benefits/perks and flexible work options. NAR is a certified Great Place to Work®”.  Our most successful employees are committed to our Core Values, which are: