Customer Experience Manager

If you are passionate about putting customers at the heart of service delivery and want to make a real difference to the lives of residents, this is an exciting opportunity to join the Customer Experience Team  our Customer Experience Manager, you will play a pivotal role in shaping how we engage with residents, gather customer insight, and use feedback to drive continuous improvement across our services.

You will champion a customer-led approach, ensuring resident voices influence service design, delivery, and strategic decision-making. We are looking for someone with experience in:

• Leading operational teams within a customer-focused environment, with a proven track record of delivering high levels of customer satisfaction and service excellence.
• Developing and implementing customer experience and engagement strategies, championing customer-led service design through journey mapping, customer insight, and co-creation with residents to enhance existing services and shape future offerings.
• Designing and managing effective methods for gathering, analysing, and interpreting customer data and feedback, using insight to inform service improvements and influence organisational decision-making.
• Managing complaints within a housing, regulated service, or Ombudsman-related environment, with a strong understanding of complaint resolution, learning, service improvement and statutory returns.

You will be a proactive and engaging leader who is passionate about customer engagement and service excellence. You'll have the ability to translate customer feedback into meaningful change, build strong relationships with residents and colleagues, and drive a culture where customer insight is at the heart of everything we do.