Sr Leader, Customer Experience

At CoreLogic, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. CoreLogic is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

CoreLogic is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At CoreLogic, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description:

Sr. Leader, Customer Experience 

Job Description 

The Sr. Leader, Customer Experience will provide direction, management, consultation and oversight of the teams that provide the following: operational support provided to all Tax & Flood clients, fielding of Tax Service research inquires and claims, Tax client inquiries related to billing questions and adjustments, and handling of escalated calls and complaints escalated from the Tier 1 Tax Customer Care Center. 

Responsible for strategic planning and execution of operations, such as policy compliance, developing and implementing procedures, performance standards and training programs. Executes the vision for operational efficiency by optimizing workflow, addressing recurring defects, resolving recurring issues at root cause, and working through internal, external and third-party relationships to meet client requirements.   

Is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. Creates exceptional experience for new and existing clients who consume CoreLogic products, services and solutions. 

Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include client satisfaction, speed of final response or resolution, call efficiency, low abandonment rate, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. 

KEY RESPONSIBILITIES 

• Management of Third Party supplier relationships. 

• Transformation of operations with a digital first mind set by leveraging existing tools and technology and best practices. 

• Suggest investment opportunities to drive modernization, automation, self-service that aligns with customer expectations and drives client satisfaction. 

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every interaction for maximum client satisfaction.  

• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development, 

• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement on behalf of our customers.  

• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels. 

• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision. 

• Maintain high levels of employee engagement, reflected within the ongoing surveys. Develop and execute action plans based on results. 

• Measures performance and productivity against benchmarks and provide guidance based on results.  

• Assist management in developing action plans to improve performance productivity while maintaining quality service in all areas of customer service.  

• Develop efficient and effective workflows, streamline customer support functions to improve operations and train appropriate staff. Assist in developing specific policies and procedures. 

• Prepare assessment related to workflows and procedures and provide recommendations on