Head of Customer Experience

Overview

Job Description - Head of Customer Experience (26345)

Job Description

Head of Customer Experience - ( 26345 )

Description

34 days leave rising to 39 (including bank holidays and a ‘Me day’) and 2 paid volunteering days each year

Permanent, full time (37.5 hpw), hybrid role

Newcastle upon Tyne

Home, a place where you belong

Connecting customer experience to create real change, you will ensure our homes and services are shaped by the customers we serve. You will lead how customers experience Home Group, driving our customer influence, community development and customer experience strategies and setting a bold new direction. You will grow our engagement offer with customers, widen who we listen to, turn insight and data into action, and champion the customer voice so decisions feel different.

• Lead customer influence and involvement strategies that keep services clear, fair and easy
• Turn customer data and Tenant Satisfaction Measures into simple actions that improve services
• Build inclusive involvement so diverse customers shape policies, priorities and service design
• Grow digital and face to face engagement so more customer voices guide decisions
• Report meaningful insight to leaders, boards and committees, driving timely improvements and change initiatives across the organisation

Join us at a real turning point for customer experience. You will lead change that leaders are hungry for, with access to boards, committees and senior teams who want your challenge. You will see your work land in real homes and communities, not just in slide decks. Be part of one of the UK’s top 10 Great Places to Work!

• You have deep customer insight experience, turning complex data into clear, practical actions and programmes of change
• You have led customer experience work in a regulated setting or equivalent, ideally in the housing, care or public sector. An understanding of our customers across our communities is crucial to success!
• You have designed and delivered inclusive involvement that brings real customer voice into big decisions
• You have strong digital and data skills to grow and use customer feedback and insight to create a vision for the future
• You have senior people management skills, experience leading teams through change while building trust, pace and high performance
• Flexible hybrid working based from our Head office in central Newcastle upon Tyne, and from home.
• You’ll have a full current driving license as you’ll work and travel on a national basis, you’ll have a car allowance as part of your remuneration package.
• You’ll need a basic DBS check which we’ll pay for.

• Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more
• Matching pension contribution (up to 7% and life insurance of 3x basic salary)
• 800+ discounts on shops, holidays, days out, tech and more
• Work your way with flexibility to balance life and work
• Family friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support