Customer Experience Leader

Job Description

Who is Centinel?

Headquartered in Nashville, TN, Centinel Public Partnerships is dedicated to enhancing the lives of U.S. military members and their families through its high-quality housing and lodging communities. We bring nearly 25 years of experience to one of the largest military housing privatization portfolios in the United States, including 10 housing communities and over 70 hotels across 26 states and Puerto Rico. We’re proud of the exceptional communities and lodging experiences we provide to service members and their families in partnership with WinnResidential Military Housing Services and IHG® Hotels & Resorts, hotel operator and manager of IHG Army Hotels.

Job Summary

Centinel’s Customer Strategy & Experience (CX) team is dedicated to continuously identifying and executing on high-yielding resident (customer) experience improvement opportunities so our customers can thrive at work and home. In this tactical role you will immerse yourself in the day-to-day operations to understand and identify opportunities for improved customer experiences. You’ll create data-driven initiatives with clearly defined outcomes, guide on-site leadership in their customer centricity, and facilitate the Resident Advisory Boards. Additionally, you will assist our operations teams in the implementation of customer-focused operational excellence (OpEx).

The role requires a blend of independent and collaborative efforts across our CX team, the on-site and corporate cross-functional teams, our operating partner (Winn) and our residents. The goals in this role are improvements to customer and business metrics and achieving performance levels benchmarked above industry peers across your assigned project(s).

Work Location and Travel

This role will be located full-time in a Centinel office, most of which are on military installations. Specifically for this role that includes Fort Campbell, KY or Fort Hood, TX. No special clearance is required to get on base and perform this role. Centinel can offer relocation assistance for this role, though will not provide ongoing commuting assistance. In-person work components make a fully remote option unavailable. Travel between assigned projects will be regularly required every 30 to 60 days along with some travel to other military installations and company offices.

Responsibilities & Duties

The following statements summarize the general nature and level of work performed by employees in this role. It is not an exhaustive list.

• Identify existing project-level business opportunities that elevate customer experience.
• Devise and implement both long-term (multi-year) and short-term CX strategies and tactics.
• Influence, collaborate and build strong relationships with project, functional, and corporate leadership to affect change.
• Examine, interpret, understand, and communicate data outcomes and analysis from the various sources of customer insights (i.e., voice of the customer, quality assurance, revenue reports, and financial data, etc.) bringing them “to life” for project teams through effective storytelling. Guide the use of data being an agent for change and the primary influencer for leadership and customer-focused decision-making.
• In conjunction with all stakeholders drive CX and improvement action planning activities and outcomes through complex operational challenges that impede customer success.
• Implement customer strategies and implement tactics for success across their project.
• Regulate core CX initiatives and programs holding project-level teams responsible and accountable for the implementation of tactics and results.
• Assist assigned locations in embracing change through change management principles.
• Facilitate, set the tone, direct, and synthesize the efforts of the project Resident Advisory Board (RAB).
• Through heightened customer outcomes and improved operations, impact financial results and mitigate risk at the assigned projects.
• Drive the implementation of core components of the CX initiatives and programs with project level leadership to achieve improved overall satisfaction, net promoter score, and ease of doing business.
• Unify and guide resident “engagement” activities and events.
• Advise on resident-facing communications, collateral, messaging, etc. to ensure a customer friendly tone.

Background and Requirements

Ready to Apply?

If you’re still reading there is a good chance you’re interested in applying; if so, we’re ready to hear from you.

Send an email to CentinelPeople@centinelus.com expressing your interest. Be sure to attach your resume – ideally in Microsoft Word or Adobe Acrobat format – to the email. We’re a lean team, and while we review all applications we aren’t in a position to reply to everyone.

Centinel is an equal opportunity employer committed to creating outstanding, caring communities where our employees work and thrive. We believe a strong community is the foundation for people to flourish. As such, we comply with all federal, state, and local laws, including the Equal Employment Opportunity (EEO) Act and Americans with Disabilities (ADA) Act. Reasonable accommodations will be provided for qualified individuals with disabilities. For more information, please contact CentinelPeople@centinelus.com.