CX Insights & Performance Lead

RE:

GEN Group is a purpose-driven organisation specialising in safe, sustainable social housing regeneration. We are committed to enhancing lives, supporting communities and delivering best-in-class solutions across the North, with people, partnership and long-term value at the heart of our approach.

We are looking for a Customer Experience Insights Manager to help drive continuous improvement across our customer experience activity. This is a key role for someone who can turn customer feedback, performance data and operational insight into clear actions that improve service delivery, strengthen customer outcomes and support proactive decision making.

Working closely with operational teams, clients and senior stakeholders, you will develop meaningful KPIs, reporting and early warning indicators that identify trends, risks and emerging performance issues before they escape. You will use data and analytics to understand root causes, recommend practical improvements and help embed a consistent, customer-focused approach across contracts and regions.

The successful candidate will bring strong analytical skills, excellent stakeholder engagement and a proactive, solutions-focused mindset. You will be confident interpreting data, presenting insight, influencing change and supporting teams to deliver measurable improvements in customer experience.

The Customer Experience Insights Manager will support delivery of RE:

GEN's customer experience strategy by using customer insight, performance data and analytics to drive continuous improvement across contracts and regions. The role will act as a key link between operational teams, clients and the wider business, ensuring customer-focused priorities are translated into measurable actions and embedded consistently within operational delivery.

The post holder will translate the Group customer experience strategy into practical, measurable improvements by establishing robust data capture, performance reporting and insight processes. They will use analytics to identify trends, risks and emerging performance issues at an early stage, enabling proactive intervention and evidence-based decision making.

The role combines hands-on delivery with strategic influence, supporting operational teams to understand performance, address root causes and implement sustainable improvements that enhance customer satisfaction, service delivery and engagement.

We are currently recruiting for two positions, which can be based at any of our operational office locations:
North East (Sunderland), YEM (Wakefield), North West (Warrington), or Midlands (Tamworth). Please note that regular travel to all of these locations is an essential requirement of the role.

Please note we may close applications early if we receive a large volume of applicants.

• Specific objectives and deliverables will be agreed through the annual People Engagement Process (RE:PEP). The main duties and responsibilities of the role include:
• Work with the Head of Customer Experience and wider teams to deliver customer experience projects and initiatives, translating strategic objectives into clear regional action plans and ensuring consistent implementation across the Customer function.
• Design, maintain and review a suite of local, regional and Group customer experience KPIs, ensuring measures remain aligned to client requirements, regulatory standards and business priorities.
• Analyse, interpret and report on customer feedback, complaints, service performance and other relevant data to provide clear insight, recommendations and action plans that drive continuous improvement.
• Develop regular performance reporting that highlights trends, risks, exceptions and early warning indicators, enabling operational teams and senior stakeholders to take timely corrective action.
• Use insight, benchmarking and appropriate technology solutions to improve customer feedback processes, performance monitoring and service delivery, ensuring activity supports Group customer experience objectives.
• Act as the customer experience representative for designated regions, ensuring customer and…