Digital Transformation - Customer Directorate

Senior and executive search across customer operations, CX and contact centres.

Digital Transformation - Customer Directorate
Interim Digital Transformation Lead, Customer Social housing, North West | Initially 3 months | Start October

Lead the digital transformation of the customer function for a North West housing group, starting in October on an initial 3 month digital transformation project as an extension of the Customer directorate.

The organisation is in good health and has a way to go on digital. This role sets the roadmap direction and gets the first stages moving.

• Establish where the organisation sits on digital today, with the evidence behind it
• Build the route map: the areas that will make the biggest difference, in the order they should be tackled, with the case for each one
• Deliver the first stages inside the 3 months, so tenants see something change
• Hold the customer view and the technical view together across the whole of it
• Hand over to the internal team, working with the transformation ownership already in place

• A customer leader. You have run a customer function, owned the numbers behind it, and been accountable for what customers experienced
• Comes from a sector further along on digital than housing, and can pitch that experience to where this organisation actually is
• Has been inside a core system, app or portal build, close enough to challenge how it was designed
• Designs from the start for the customer who cannot or will not go online
• Has worked to a regulator and knows what that does to the standard
• Works comfortably inside an exec team and says what is going wrong

• Initially 3 months, with scope to extend
• Start October 2026
• Day rate to agree, around £100,000 salary equivalent
• North West, 3 days onsite