Customer Engagement Officer; Digital - FTC

Customer Engagement Officer (Digital)

Salary: £41,185 + excellent benefits

Location: Letchworth Garden City or High Wycombe

Hybrid working: Two days per week in the office, and three days from home (with occasional travel between offices and in the community)

Contract: 12-month fixed term contract

Hours: Full time, 37 hours per week (Monday - Friday)

Are you looking to join a growing, values‑led organisation with a clear social purpose? At Settle Paradigm, we’re proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire. Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build.

Through our merger we’ve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve. If you're ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future.

We're looking for a Customer Engagement Officer (Digital) to join our Customer Insight and Influence team on a 12-month fixed-term contract. This is a key role where you will shape how we engage with residents online and help ensure their voices influence decisions across the organisation. If you are passionate about digital engagement, user experience and creating accessible online journeys, this is a brilliant opportunity to make a meaningful impact.

You will lead the evolution of our digital engagement platform, "Connect", and help us build a modern, accessible and resident friendly online experience. You will design digital journeys, create engaging content, analyse user behaviour and support colleagues to deliver high quality digital engagement across a range of projects. You will also play a central role in the redesign and rebrand of the Connect platform, working closely with Communications, IT and colleagues across the business.

This is a hands on role that blends digital content design, UX, analytics, project management and resident engagement.

• Act as the go-to expert for digital engagement across Settle Paradigm
• Manage day-to-day activity on the Connect platform including content creation, publishing and optimisation
• Design clear and intuitive user journeys that make it easy for residents to take part
• Create engaging digital content including pages, surveys and interactive tools
• Ensure accessibility to Web Content Accessibility Guidelines Level AA
• Develop resident friendly email and SMS communications using segmentation and targeting
• Analyse engagement data using GA4, Tag Manager or similar tools
• Translate insight into recommendations that influence decision making
• Train and support colleagues to create and publish content
• Project manage the Connect platform relaunch for Autumn twenty twenty six
• Review and improve our digital engagement offer with input from residents and colleagues
• Support use of CX Feedback to improve local engagement and customer surveys
• Support impact assessments and help publicise outcomes through articles, blogs and stories
• Support in person engagement including Big Door Knocks and local events

• Experience designing and delivering digital engagement or digital research
• Experience creating accessible digital content and communications
• Experience mapping and improving user journeys using UX and inclusive design
• Experience designing mobile-first experiences
• Experience using analytics tools such as GA4, Tag Manager or Hotjar
• Experience working with accessibility standards
• Strong project management skills
• Strong verbal communication skills
• Strong written communication skills for content and reporting
• Strong analytical skills
• Ability to build relationships with colleagues and customers
• Ability to work independently and deliver end-to-end initiatives
• Flexibility and comfort with change

• Experience working in housing or a regulated service
• Experience managing risk in public facing digital…